Tesco's Customer Executive Hiring Process: A Reflective Portfolio

Desklib provides past papers and solved assignments for students. This report analyzes Tesco's customer executive recruitment process.

BUSINESS MANAGEMENT

Contents
INTRODUCTION............................................................................................................................. 3
BODY.............................................................................................................................................. 4
ADVERTISEMENT FOR THE JOB ROLE.........................................................................................4
JOB ANALYSIS.............................................................................................................................5
INTERVIEW NOTES/ QUESTIONS................................................................................................9
CV AND COVER LETTER............................................................................................................ 11
SELECTION CRITERIA................................................................................................................ 13
OFFER LETTER.......................................................................................................................... 13
CONCLUSION............................................................................................................................... 14
REFERENCES.................................................................................................................................15

INTRODUCTION
Human resource management activities are vital for the company as they decide the kind of
human labour that is entering the company and works for the company. It is important to align
the hiring, recruitment and selection process in order for the company as when these methods
are not paid attention, incapable or inefficient labour enters the company causing a setback for
the company. The HRM activities of Tesco Company are discussed in this Reflective Portfolio
which covers the job analysis taking a particular job role (Sheehan and Cooper, 2011).

BODY
ADVERTISEMENT FOR THE JOB ROLE
The advertisement for the job role of Customer Executive will be advertised through the
appropriate channel to get maximum coverage and response from potential employees. A
Customer Executive is an important person for the company as he sees all the customer related
functions of the company. For Tesco as well, a customer Executive is needed for one of its
stores to overlook the queries, complaints and orders of the customers in the store (Parry and
Tyson, 2011).
The advertisement for the job role of Customer Executive for Tesco Company is as follows-
REQUIRED CUSTOMER EXECUTIVE FOR ITS BIRMINGHAM STORE
Tesco Company is looking for an able and qualified Customer executive to handle the customer
related operations at Tesco’s Birmingham store. The Customer Executive will be the one who
will handle client’s orders, take incoming calls to solve queries and to guide the customers while
placing orders informing them about the latest offers on products and services on Tesco. The
Customer Executive is an important person for the company as he generates leads for the
company and turns them into loyal customers.
The responsibilities for the role of Customer Executive will be to take large amounts of calls
which will be related to the orders of the customers, queries or complaints of consumers. The
other duties are to generate leads and convert them into customers, identify and assess
customers’ needs and provide them with products best suited to them.
The basic requirements sought for a person applying for a Customer Executive role in Tesco are
minimum a high school degree and a degree in Customer Relations will be an added advantage.
The person should have crisp communication skills and should strive to achieve consumer
satisfaction by servicing them in the best of manner. The person should also have high multi-

tasking abilities as the person will have to handle numerous calls, queries and complaints on a
daily basis. The person who can manage his or her time efficiently is most suited for this job
role.
Contact for more information- 0044-1992 632222
Email- [e-mail]
JOB ANALYSIS
The job analysis is the breaking down of the job description in order to understand it closely
and to analyze the importance of this role at Tesco. The job analysis is also important from
applicants' point of view as they can understand the job role better and also see if they possess
the necessary skills and abilities o work at Tesco (Gopalia, 2011).
JOB DESCRIPTION
The Customer Executive or Customer Service Representative is an important person within an
organization as it is tasked to him to handle all client related queries on the phone or mail. The
person provides all the details of the products or services asked by the consumers and guides
then on what can serve them in the best way based on their requirements or preferences. The
Customer Service Representative acts as a point of contact between the customer and the
brand Tesco as they aim to solve the customer’s queries in the best way possible and also help
them order from the vast variety of Tesco database. The traits that desired in CSR are patience,
empathy and dedication towards their work. They are expected to have great communication
and interpersonal skills as they have to understand the customer and his requirements over
phone/ mail and decipher what could they really want or what products could be beneficial for
them. They put themselves in the customer's shoes and think from their perspective. Since
customers are of various kinds, they have to have a diverse approach towards understanding
their perspective and requirement (Brester et al., 2016).
Also while handling queries; they are calm, patient and honest with the consumer. If a product
asked by the consumer is not available with Tesco at that time is told to the customer and also

it is informed by when they can expect the product. The Customer Executive is a direct link that
gives all the required information to the consumer, hence it is expected from them to keep up-
t-date knowledge about the products in the Tesco store at any given point of time. They should
be well-versed with the requirements of existing customers and manage their process of
ordering efficiently. The Customer executive should also make great relations with the existing
customers of Tesco and keep an account of their Clubcard if they are members (Bailey et al.,
2014).
Responsibilities:
The responsibilities of the Customer Executive for Tesco Group are as follows-
 He/ She have to manage a large number of incoming calls from customers or general
audience regarding any query, complaint or feedback. The Customer Executive is
required to maintain calm, compose and treat all calls with sincerity and good-
heartedness.
 Identify the customer’s needs and assess their requirements from the conversation they
have on the phone/ mail. The customer has to give feedback or opinions about the
order on what items they can add or subtract according to the customer’s needs. The
Customer Executive must ask the customers over the call on what are their
requirements, what items d they want and what is their budget. Based on the
information received by the customer, appropriate suggestions should be given to the
customer on placing their order (Gospel, 2014).
 Build sustainable d long-lasting relationships with the customers and be open to
interactive communications. The Customer Executive must build good relations with the
customers so that they place Tesco at high regard and retain their relationship with
Tesco as their favourite brand.
 To provide accurate, valid and complete information to customers about the product
desired by them. If it is a food product then its nutritional value, calorie content and any
possible allergens must be discussed. If it is about clothing then the availability of sizes,

patterns and colours should be discussed to provide maximum choice and variety to the
consumers.
 Handle customer complaints and grievances with utmost sincerity and dedication and
provide them with the assurance that their complaint will be addressed in the best of
manner (McGurk, 2016).
These are some of the key roles and responsibilities to be handled by the Customer Executive
for the company Tesco. These roles and responsibilities are of serious concern and the
employee carrying out these roles must carry out the duties with diligence and dedication to
the company.
Salary- $41,000 per annum
PERSON SPECIFICATION
The requirements in the applicants applying for the Customer Executive role in Tesco should
have the following skills and capabilities to be able to execute the above-mentioned
responsibilities with assurance and swiftness.
 The ones who have an experience ins serving consumer sin other firms before applying
to Tesco will be an added advantage as these applicants are well-versed with the
functioning of customer servicing sector of the firm and can function with minimum
input or help from the senior management.
 The applicant must be quick in exacting duties and should have a record of achieving the
quota or deadline assigned to them. The applicant should have excellent time
management skills and abilities so as to manage the various tasks of the Customer
Executive with finesse and dexterity.
 The applicant applying for the role of Customer Executive must have strong phone
handling skills and should be an active listener. He should make notes while handling
the calls to retrieve important information from calls and then suggest appropriate
products to the consumers which can be of maximum utility to them. This will build

trust between the Customer Executive and the customers which will result in long-
lasting loyalty of the customer.
 The applicant should have customer-oriented focus and should adapt and respond to
the varying types of customers Tesco handles every day.
 The applicant interested to join as Customer Executive is also required to have excellent
presentation skills. Many times the customers are totally clueless about the kind of
product they want. It is important to guide and inform the customer about the choices
they can make to help them in placing their future orders with the brand.
 The person should also have sound and demonstrable knowledge about the products
that Tesco sells. The Customer Executive can only assist the customers if he is aware of
the kinds and variety of products and services the company sells and the different
mediums of accepting payments and so on. The person working as Customer Executive
should keep himself updated about the new arrivals and new launches of products with
Tesco (Moore and Brannen, 2016).
These are some of the key requirements in the applicants willing to apply for the post of
Customer Executive with Tesco Company. It is important to have this skill set and knowledge
before applying for this job as it is a very challenging job and requires attention to detail with
every customer call or mail.

INTERVIEW NOTES/ QUESTIONS
A set of interview questions are prepared to ask from the applicants when they apply to work
as Customer Executive in Tesco. The questions are asked to judge the applicants based on their
intellect, responsiveness and their confidence. In the questions, their personality to work as
Customer Executive is assessed. The questions go as follows-
Q. 1- Tell us a little about you.
This question is generally a starter to initiate the conversation and the interview process with
the applicant. In this question, the candidate generally discusses his education, hobbies,
activities, family and past work experience, if any. The information provided by the applicant in
this answer forms a base for the subsequent questions and the interviewers and managers get
to frame an idea of eth applicant. It is a very basic question and the answer to this question
should be limited and of only 5-6 lines (FINANCE, 2019).
Q. 2- What do you know about the company?
In this question, the applicant's knowledge and level of awareness are assessed to see how
much does he know about the company Tesco. The applicant who has come prepared and has
done some homework before coming to the interview can tell about the company’s position at
present, number of stores, products and services offered by the company, key persons of Tesco
and the values, mission and vision of the company (Inman et al., 2014).
Q. 3- Why do you want to work as a Customer Executive with Tesco?
This is a basic question that is asked from the applicants coming to work as Customer Executive.
From the answers given by the applicant to this question, the managers taking the interview
come to know the motive of the applicants for joining the company Tesco. The applicants can
generally answer as to why they want to work with Tesco (Harter et al., 2018).
Q. 4-How do you think Tesco can help you in your career development?

This question is asked by the applicants to know about their point of view as to how the
company helps the persons in their career growth can. Of course, Tesco offers numerous
opportunities to the employees in shaping and moulding their career in the right shape and
helps them to become better employees with time. The employees are given training and
grooming before they join their job to brush them on their skills and also to help them execute
their duties with care (Christy, 2015).
Q. 5- Why do you think you are the right fit for this job?
This question is asked by the applicants who are coming to join the job as Customer Executive
to know why they think that they are the right fit for the job. If the applicant is confident about
the skills and capabilities he possesses then he will be prompt to answer with eagerness and
interest in the job role with Tesco. This is a great time for the applicant to show is
communication, presentation and persuasive skills to the senior managers taking the interview.
The key to selection s confidence, prompt answering and good eye-to-eye contact to remain
assertive about his candidature as an ideal applicant for the role (Ayodele et al., 2019).
Q. 6- What are your professional strengths and weaknesses?
This question is asked by the applicants to see how they express their strengths and
weaknesses. The applicants are not expected to be very honest and explain their strengths and
weaknesses in a very professional way. The strengths are an advantage for the applicants if
they get selected for the job and weaknesses must be such that they are acceptable and that
applicant’s work towards alleviating their weaknesses. The weaknesses like the inability to
manage time and deadline, tendency to lose temper quickly and similar weaknesses are not
appreciated by the selection committee of the company as they have an adverse impact on the
applicant’s candidature (Rowlands, 2010).
These are some of the interview questions and notes that are helpful in the interview process
of selected applicants for the job role of Customer Executive to work for Tesco.

CV AND COVER LETTER
Name- Gary Jackson
Address- 61 Seville Road, Southampton, UK.
Contact- 0044-234 98765454
Professional summary-
Passionate about working in a challenging environment, I look up to seeking new opportunities
which can enhance my skills and abilities. Dedicated to any work assigned and takes pride in
completing tasks on time. Enthusiastic about work and love to talk to people and discuss their
thoughts on subjects. Looking forward to work in a professional company to boost own skills
and confidence and to help the organization succeed business goals.
Academic Qualifications-
 Graduated from the University of London with a Bachelor of Business /administration
degree- 2016
Key Skills-
 Self-motivated, hardworking and ready to take on challenges
 Excellent skills in operations management, retailing and handling customer operations
 Excellent communication and negotiating skills
Experience-
 Worked for Vodafone Group as an Intern for a Summer internship- (2015)
 Worked for Lidl in Winter Internship- (2016)
 Worked as an Assistant Operations Manager at Papa John’s Bakery- (2017-present)
References-
Can be provided upon request.
COVER LETTER
Gary Jackson
61 Seville Road, Southampton, UK.
0044-234 98765454

[e-mail]
March 25, 2019
The Manager
Tesco Company
Camden St, Hockley,
Birmingham- B18 7BH
Dear Manager,
It is my great pleasure to be applying for the post of Customer Executive for Tesco Company. I
have enclosed my CV in connection with this position.
I have graduated from the esteemed University of London with main subjects as Business
Management and have earned internship degrees from companies like Vodafone and Lidl. At
present, I am working with Papa john's Bakery as an assistant Operations Manager from the
past 3 years.
I have great communication and interpersonal skills. I am capable of multi-tasking as my work
experience in subsequent years has taught me how to manage time well. I have a diverse
experience of working in the telecom industry, supermarket business and food and beverages
industry which gives me appropriate knowledge and ability to work in Tesco Company as well.
I have great leadership qualities and build great relationships as well. I can work with minimum
input and support and can promise to showcase my talent and skills if selected for this job role.
Sincerely,
Gary Jackson