Report on Job Analysis, Description, and Design at Ultimate Travel

This report provides a detailed analysis of job roles and recruitment processes at "The Ultimate Travel," a London-based travel and tourism business with 25 employees. It includes a job description for a Customer Service Representative, outlining responsibilities such as managing calls, resolving customer queries, selling products, and general administration. A person specification details the essential and desirable qualifications, skills, and personal qualities required for the role, emphasizing IT skills, customer relations experience, and problem-solving abilities. The report also features a job advertisement highlighting the company's location, pay structure, benefits, and opportunities. An application form is included to facilitate the recruitment process. The report concludes that job analysis is crucial for effective human resource management, ensuring that both employers and employees understand job requirements and expectations. The provided references support the information and analysis presented.

Managing people and
systems

TABLE OF CONTENTS
 Introduction
 Description of the business
 A Job description
 A person specification
 A job advertisement
 Application form
 Conclusion
 References

INTRODUCTION
 The main aim of the presentation is to determine and describe the
business to the new recruiters of the company.
 In this regards, the presentation will going to a detailed evaluation of
the business and will also going to include a job description, person
specification and job advertisement for the company.
 The final part will include an application form and relevant conclusion

DESCRIPTION OF THE BUSINESS
 Type of business – “The Ultimate travel” is engaged into the travel and
tourism business
 Location – London
 Number of employees – 25 employees
Management structure – Hierarchical structure

A JOB DESCRIPTION
Company name – The Ultimate travel
Job title - Customer service representative
Main purpose and scope of the work - Inbound as well as outbound sales.
Job location – Vanston Pl, London.
Position in organization – Customer service representative (middle level manager)
Report to – Senior manager
Responsibilities for –
Manage and monitoring
Organization chart

CONTINUED…
Budget responsibilities – The customer service representatives are not accountable for
managing any budgets as they are solely accountable for management of the services in
context of the customers. The budgets and all monetary relate aspects are being
monitored and managed by the accounts and human resource department of the
company.
Duties and key responsibilities – Managing calls, Responding the queries and
complaints of the customers, Sell product & place customer orders, Clear daily email
logs, Research all billing & payment issues, Recommend process improvements, Liaise
with the various departments, Customer follow-ups and General administration.
General responsibilities – Commitment to equal opportunity, Maintaining cordial
environment, Adhering to the laws and rules, Maintaining punctuality, Extending
support to the company in odd times and Health and safety.

A PERSON SPECIFICATION
CRIETRIA ESSENTIAL DESIRABLE
Qualifications
 Information technology skills
 A 3 years experience
 SAP
 customer relations
Skills or competencies
 Data entry skills, local language
 Customer focus and innovation
 customer enquiries and complaints
politely and calmly
 Listening & Problem solving
skills
 Communication skills
 Manage complaints
 Self-driven as well as pro-active
Knowledge  Emotional intelligence
 Patience, mathematics and computers
 Communication &creativity
Experience required  2 years of customer service & SAP
experience
 inbound and outbound calls i

CONTINUED…
CRIETRIA ESSENTIAL DESIRABLE
Previous experience
 More than 2 years
 Customer service agent or officer
 Client service representative
 Five years of experience
Special attributes
 Offering tailored solutions to the
customers
 A track record of successfully resolving
the customer’s issues
 A track record of writing
financial reports for the
company
Personal qualities  Patience, Active listening, Good
communication skills, Problem solving
skills, Decision making skills
 Leadership skills, Inter-personal
skills, Attentiveness, Empathy

A JOB ADVERTISEMENT
Position – Customer service representative
The company - The Ultimate Travel
The position - Customer service representative
Requirements - Information technology skills and abilities such as W4W, Excel, Outlook
and PowerPoint

CONTINUED…
Responsibilities - Calls, Sell product, email logs, payment issues, improvements, liaising
The location
The company “The Ultimate Travel” is based on Vanston Pl, London United Kingdom. This is a great place to live as:
diverse city, connected city and availability of green space everywhere
Why you should apply?
You should apply for this particular job mainly for the four most important reasons:
Reason – 1: Pay structure
Reason – 2: Great benefits
Reason – 3: Working hours
Reason – 4: Different opportunities

AN APPLICATION FORM
Full name First: Middle: Last:
Date of Birth:
Current address:
Permanent address:
Email id:
Phone number
Position applied for: Customer service representative
How did the
applicant here about
the job position
Cover letter:
Conclusion
•From the above presentation, it can be concluded that job description, person specification, application
form and job advertisement are all part of job analysis.
•Job analysis is being regarded as one of the primary tool for collecting information concerning to job.
•Seeking help from the job description and personal specification both the employer and the employee
knows what things needs to be done and how to be delivered
•All these elements are indispensable segment of job analysis

REFERENCES
 Alfes, K., Shantz, A.D., Truss, C. and Soane, E.C., 2018. The link between perceived human
resource management practices, engagement and employee behaviour: a moderated mediation
model. The international journal of human resource management, 24(2), pp.330-351.
 Armstrong, M., 2018. Armstrong's handbook of strategic human resource management. Kogan
Page Publishers.
 Boxall, P. and Purcell, J., 2017. Strategy and human resource management. Palgrave
Macmillan.
 Bratton, J. and Gold, J., 2019. Human resource management: theory and practice. Palgrave
Macmillan.
 Guest, D.E., 2017. Human resource management and performance: still searching for some
answers. Human Resource Management Journal, 21(1), pp.3-13.
 Hong, E.N.C., Hao, L.Z., Kumar, R., Ramendran, C. and Kadiresan, V., 2016. An effectiveness
of human resource management practices on employee retention in institute of higher learning:
A regression analysis. International journal of business research and management, 3(2),
pp.60-79.