BTEC HRM: Tesco Customer Service Manager Job Analysis Report

This report presents a detailed job analysis for a Customer Service Manager position at Tesco, aligning with the BTEC Higher Nationals in Business (RQF) Human Resource Management module. It outlines the responsibilities of the Customer Service Manager, including providing customer support, handling refunds, and resolving customer issues. The report also includes salary expectations, working hours, and a job analysis from which job description and person specification are derived. Furthermore, it describes the selection process, including preliminary interviews, application screening, employee tests, and reference checks, with example interview questions. The report also addresses the impact of technology on recruitment and selection, highlighting improvements in recruiter productivity and global reach. Finally, the assignment brief provides context, referencing HR policies, selection methods, and competency frameworks, all essential components of effective HRM.

A job advertisement for a customer service
manager at Tesco
It is the responsibility of customer service manager to satisfy the
need of the customer, with an aim to provide the best in class service
throughout the organization the individual work for.

Job advertisement
Responsibilities Provide help to customer for understanding product
and services of the organization.
Issuing refunds and compensation to the customers
Communicate courteously to customers through
telephone, face to face, email etc.
Investigate and helps in solving customers problems
(Mondy and Martocchio, 2016).
Salary Salary for trainee would fall between Euro 10,000 to
15,000.
Salaries for experienced customer service manager
will fall between Euro 20,000 to 30,000
Working hours The working hours would be from 9 am to 5 pm,

A job analysation from which job description and
person specification
The job analysation and person description of the job for customer service manager is the manager
must be capable of satisfying the needs of the customer. It is the role of the manager to provide the
superb customer service by appropriately leading and motivating the customer service team. More
over the manager must deploy loyalty programs as well as must satisfy the customer goals.

The selection process of Customer Service
Manager
• Preliminary interview
• Receiving applications
• Screen Applications
• Employee tests
• Employment interviews
• Checking references
•

List of interview questions regarding employment
legislation and company policies
• What you will do when a customer gets angry?
• How will you tackle an abusive customer?
• Explain any five right to the customer?
• Elaborate at lest ten general responsibilities of Customer service manager?
• What are the rights associated with the the employee under your post?

The impact of technology in the process of recruiting and
selection are
Improves recruiter productivity
• The advancement in the technology has facilitated the recruiter in increasing their productivity . Using online recruiting software the recruiters can easily find the
way to recruit the most appropriate candidate (Cascio, 2015).
Global reach to find the potential candidate
• Due to the availability of internet as well as various technology the recruiters got the scope of advertising the vacancy of job on the international platform.
• With the candidate such as response emails etc. thus, such recruitment Softwares has improved the channel of communication as well as it kept the candidates in
loop.