Comprehensive HR Report: Workforce, Legislation, and Practices at M&S

This report provides a comprehensive analysis of human resource practices within Marks and Spencer. It begins with an overview of the company and the responsibilities of the HR function, including recruitment, training, and employee relations. The report assesses Marks and Spencer's approach to workforce planning, recruitment, and selection, highlighting key strategies and processes. It then delves into the key areas of employment legislation relevant to the company, such as discrimination and wage laws. The report includes the design of a job specification for a customer service representative, along with a sample CV and documentation for the interview process. Furthermore, it covers the process of extending a job offer and the evolution of HR practices. The report concludes with an overview of employee engagement and flexible work arrangements. Overall, the report provides a detailed examination of the HR functions and practices within Marks and Spencer.

HUMAN RESOURCES

Table of Contents
INTRODUCTION...........................................................................................................................1
1. Overview............................................................................................................................1
2. Responsibility and purpose of HR function-......................................................................1
3.An assessment of the approach to workforce planning, recruitment and selection.............1
4. Key areas of employment legislation within Marks and Spencer should work.................3
5. Design of a job specification in the organisation...............................................................4
6.Cv of customer service representative.................................................................................6
7.Documentation for interview...............................................................................................8
8. A job offer to the selected candidate................................................................................10
9.Evolution and the process of HR practises........................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Human resource is a strategic approach for the management of people in an organisation.
It helps to gain organisational goals and also for the competitive advantage. Human resource
management is an integrated management system which includes all the functional group of
areas such as- finance, marketing, IT, production departments. Human resource management
further described as the management of people and resources of the company. In the following
report, Marks and Spencer has been taken into consideration. It is one of the leading
multinational retailer headquartered in UK. In this report purpose and responsibility has been
discussed. Further, effectiveness of employee relation and employee retention has also been
discussed in detail. In addition to this, this report also highlights on key areas of employee
legislation in cited company.
TASK
1. Overview
Marks and Spencer is a multinational retailer company. It is selling different kinds of
things such as- Home products, clothing and luxury food products. Company is expanding its
business across the world just because of the diversity of products. Vision of company is to
provide quality of products so customers can purchase more things of this brand. Marks and
Spencer is to target the young generation of their fashion products.
2. Responsibility and purpose of HR function-
Human resource department is helpful to provide a structure to the company. HR
department is mainly responsible for the process of -
Recruitment and selection- It is a major function of HR department to recruit new
employees. It is a process to select new employees according to their specialization fields of
areas (Cardinal, 2018).
Training and development- HR is responsible for the training and development
programs of Employees because it helps to improve the skills of Employees.
Employees relations- It is a responsibility of HR to maintain and Fermanagh the
relations of employees. So they can work more effectively.
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Compensations and benefits- It is a core responsibility of a HR to ensure that all the
employees are not receiving fair wages. (Bini and Bosco, 2018).
3.An assessment of the approach to workforce planning, recruitment and selection
Planning - Human resource planning is the process of forecasting about present and future
demands of the customers, skills of employees and future objectives of Marks and Spencer
company. HR of marks and Spencer is responsible to make every plan and policies of the
employees as well as company. (Hackley, and 2018).
Recruitment and selection- It is a responsibility of recruiters to select new employees.
Recruiters plays a main role in this approach where they advertise source candidates, conduct
interviews, screening of applicants and advertising job posting.
Development and training- HR manager of marks and Spencer is responsible to provide
the training and development programs to the employees to improve their skills. So they can
work more effectively and they can also understand about their roles and responsibilities in the
company.
Selection and Recruitment process-
 Planning about recruitment- first is a first stage where HR managers Identify the need to
recruit some employee.
 Development of strategy- in this stage HR manager develop particular strategy of
selection process.
 Searching- in this stage HR manager find out various sources of selection.
 Screening- it is a process where HR manager choose some employees according to their
performance in the interview.
3.Effectiveness of employees relations and employee’s engagement-
Employees engagement describe the situation where all the employees of Marks and
Spencer engaged with each other. This term avoids the fights and conflicts between employees.
And build a good relationship among all the employees of Marks and Spencer company. So they
can work together more effectively. It can be said that employees' engagement is directly
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proportional to the employee relationship. Employee engagement further describe as where
employees keeps a positive attitude, behaviour with other employees to keep healthy
relationship. It is a responsibility of HR to ensure all the employees about their work and wages.
It will help to all the employees so they can take an initiatives and participation in the marks and
Spencer. This platform will be helpful to communicate with other employees to improve their
relations and make their relations strong (Ladkin, 2018).
Flexible organisation – It refers to a structure where all the workers or employees can
easily adapt the consumer needs. Marks and Spencer company should adopt the flexible work in
organisation. There are some advantages of flexibility in organisation and theses are-
1. Marks and Spencer company can grow faster.
2. It will be helpful to reduce the hiring and turnover cost.
3. It will be helpful to reduce environment impact.
4. For the better team building.
There are many advantages of flexible working for employees-
 Increase efficiency and cost effectiveness. Where employees of marks and Spencer can
do their work from home.
 It will be helpful to increase the job satisfaction level and reduce the level of absence and
sickness.
 Loyalty and customer satisfaction by the effective work of employees (Micah and et.al.,
2018.).
4. Key areas of employment legislation within Marks and Spencer should work
Employee legislation is that law that leads in governing employment within workplace
with all those employees that are involved in it. This is important in order to regulate relationship
between business and staffs of Marks and Spencer. Thus, key areas has been discussed below-
Discrimination in employment act. Govt. of UK has introduced age discriminating law
in 1967. This law states that there should not be discrimination in employment decision on the
basis of the- age, disability, gender, religion, part-time work, trade union membership.
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Americans with disability act- This act says that there should not be any discrimination
in any employment decision against qualified employees with a disability. This acts also require
for the reasonable accommodate the disability of employees. According to this act company
cannot ignore or reject any qualified employees on the basis of their physical problems. In this
case applicants can take the help of government. So marks and Spencer company should
remember this act.
Wages and hours act 1998- According to national minimum act companies of UK sets
minimum pay per hours almost all the employees and workers in the UK are entitled to by the
law. Govt. has distributed the minimum wages according to age of people. Company Marks and
Spencer should work under all these laws.
Holiday entitlement- According to Working time regulation of 1998 all employees of
Marks and Spencer are legally entitled to 5.6 weeks paid holiday time every year (Micahand
et.al., 2018).
5. Design of a job specification in the organisation
Job specification of customer service representative
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Job Title: Customer Service Representatives (call centre)
Location: London
Reports to: Human resource Manager
Working hours: 9am to 6pm
Person specification-
 Excellent speaking skills.
 Problem solving skills.
 Strong verbal communication.
 Ability to do work in every conditions.
 Ability to face difficult situations.
 Ability to Handel customer’s problems.
Qualification and experience-
 Minimum 1 year experience
 IT skill (Networking and outlook)
 Experience of SAP
Competencies-
 Fast data entry skills.
 Excellent phone understanding.
 Self-understanding and be a self-starter.
 Excellent to quack respond to the customers
Conduct requirements and key performance indicators-
 Clear Emails logs in 24 hours.
 Can do attitude when leading a team.
Key accountabilities-
 Answer all the inbound calls.
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 Place customer orders and sell products.
 Clear emails daily.
 Research about billing issues.
 Customers follow-ups.
 Respond to the customers enquires.
 Transfer the customer calls for the particular department.
Additional information-
 You can cross in other department for different roles when other staff are on leave.
Signature, approved and dated:
Marks and Spencer company is requiring for a job of customer service representative. Here all
these are required specific qualities for the post.
6.Cv of customer service representative.
786 Foot scary road
T: 444-333-222
Email: [e-mail]
Professional Summary
Customer services are providing incredible services from past 15 years. My strong
communication skills help me to listen all the customers' problems and suggest acceptable
solutions. I am a fast decision maker with the ability to solve every problem of the customers. I
am dedicated towards my work and responsibilities. My dedication to keep my knowledge and
skill up by learning new computer software. I want to work with innovative customer services
approaches and also want to being a part of a knowledgeable and experienced team.
Work Experience
Customer Service Representative January 2011- present
 Solved the problems of service and product quality issues. Customers called by making
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the appropriate seniors. Hendal the problems with billings, investigated about billing
details and scheduling services appointments.
 Achieved one of the highest call quality score every month. That was based on the
satisfaction ratings of the customers. After they received my solutions of their
difficulties.
 Worked on the accounts of customers and services and recommended to them based on
listening to their interest and needs of the customers.
Customer Service Representative July 2011 November
 Entered and discussed orders in computer system for the customers. And also recorded
the information’s about customers in the data base of company.
 Released refunds for the customers or billing adjustments, computerizes billing system
and customer feedback.
Education and Training
Networking certificate
Microsystem
Associates of Business Arts
Front Range college
Skills
 Effective communication.
 Excellent speaking.
 Strong listening power.
 Multitasking ability.
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Interests and Hobbies
 I like to provide companionship and conversation to senior members of the society.
 Like to read newspapers every day.
Personal informations
Name- XYZ
Address-
Father's Name-
Email Address-
SIGNATURE
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7.Documentation for interview
 Proof of advertisement and invoices
 Ad copies of job posted.
 Staff recruitment and selection checklist.
 Candidate evaluation form.
 Interview techniques templates.
 Interview notes.
 Assessment result.
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Criteria of selection-
HR of Marks and Spencer company will select the employees on all this basis-mainly HR of the
company select the employees on the following basis-
 Capability of employees.
 Communication skill.
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