Report on HRM Practices: Customer Service Manager Role at Tesco Plc

This report delves into Human Resource Management (HRM) practices within the context of a Customer Service Manager role at Tesco Plc. It begins with an introduction highlighting the significance of HRM in organizational success, followed by an overview of HRM practices like recruitment, selection, and training. The report then presents a job advertisement for a Customer Service Manager, outlining required skills and qualifications. A detailed job description follows, specifying the role's responsibilities, including managing customer service staff and resolving customer issues. A person specification is provided, outlining essential and desirable qualifications. The report concludes with example interview questions. The provided solution covers various aspects of HRM, including job advertisements, job descriptions, and interview questions, to give a comprehensive view of the process.

Human resource
management
(LO4)

Content
 Introduction
 Application of HRM practices
 Job Advertisement
 Job Description
 Person Specification
 Interview Questions
 Conclusion
 References

Introduction
Human resource management plays a most significant role in the
organisation as it ensure success and enhanced brand image of
the company in the marketplace. HRM department within an
organisation conduct various activities like recruitment,
selection, training and development programs, motivational
programs and many others.

Application of HRM practices in work related
context
Human resources management practices helps the organisation to
manage the human resource of the organisation effectively. They
helps them to procure the efficient staff for the organisation. In this
case the Tesco Plc has to recruit a customer service manager who
will have various responsibility such as they have to manage the
customers service counter staff and cater the problems of the
customers.

Job Advertisement
Customer Service Manager required
Customer Relationship department
Applications are invited for the retail workers who want to start their career as customer service manager
at Tesco. For this candidates are required to have skills to deal with the customers.
Service Manager
•Eligible candidates need to have following skills to apply-
•Must have a post graduation degree in marketing
•Minimum working experience of 2 years in marketing with good communication and influencing
capabilities
•Convincing skills with which they can convert a prospect into customers
•Accurately completion of sales target and accountability of records
•Lucrative salary package and incentives will be provided.
•Application to be sent by the potential candidates at [e-mail]
Time-scales
Inviting applications from candidates 20 - 25 November, 2019
Short listing of applications 7- 9 December, 2019
Call for HR round 12 December, 2019
Interview date 15-18 December, 2019

JOB DESCRIPTION
Organisation: Tesco Plc.
Section: Customer Relationship Department
Job Title: - Customer Service Manager
Job summary :
Organisation requires candidates for the post of Customer service manager who has knowledge of marketing
concepts and has experience to deal with the customers. The candidate is expected to have ability to do multiple
tasks and need to communicate to the associates on the regular basis.
Role of the service manager are : -
Reviewing the reports to establish a baseline for the level of customer satisfaction
Contacting the customers who have issues and work on them to resolve them
To ensure that the associates are adequately trained and are competent with the existing procedures
Managing the staff of the customer service counter

Person Specification
Designation: Customer Service Manager
Department: Customer Relationship Department
Key: This shows what is required as an evidence :
(A): Application form, (I): Interview, (R): Role
Attributes Essential Desirable
 Qualification & Experience  Post graduation in marketing
 Minimum working experience of 2
years in which the dealing with
customers
 Experience of handling the staff at
customer service counter
 Experience of working as a assistant
manager in any supermarket
 Skills or knowledge  The candidate need to be polite
 Problem resolving skills
 Good communications skills
 Microsoft office skills which will help
them to maintain records
 Efficiency in understanding the
situation well and informing team
 Maintaining healthy relations with the
customers and with the team

Interview Questions
• What are the basic roles and responsibility of a customer service
manager in a store ?
• What are the ways with the help of which one can establish positive
relationships among the employees?
• How can one take feedbacks from the customers and resolve their
issues effectively ?
• How can the staff working for you be kept motivated ?
• Why should we hire you ?

Conclusion
From the above discussion, it can be concluded that human resource
management is one of the most crucial department of the
organisation because only they are responsible for appointing best
candidates within the organisation for attaining the goals of the
business. If company wants to attain higher success and perform
better then they needs to consider all the HRM practices within their
organisation

References
Daley, D. M., 2012. Strategic human resources management. Public
Personnel Management, pp.120-125.Bloom, N. and et. al., 2012.
Management practices across firms and countries. Academy of
Management Perspectives. 26(1). pp.12-33.
Kehoe, R. R. and Wright, P. M., 2013. The impact of high-performance
human resource practices on employees’ attitudes and behaviors.
Journal of management. 39(2). pp.366-391.
Martínez-Jurado, P. J. and Moyano-Fuentes, J., 2014. Lean
management, supply chain management and sustainability: a
literature review. Journal of Cleaner Production. 85. pp.134-150.

Thank You