HRM Report: Job Analysis & Recruitment at Ultimate Travel, London

This report provides a comprehensive analysis of 'The Ultimate Travel,' a travel and tourism business based in London, focusing on its human resource management practices. It includes a detailed job description for a Customer Service Representative, outlining responsibilities such as managing calls, resolving customer queries, and processing orders. A person specification is also provided, detailing the essential and desirable qualifications, skills, knowledge, experience, and personal qualities required for the role. The report further includes a job advertisement designed to attract suitable candidates, highlighting the company's benefits and work environment. An application form is presented as part of the recruitment process. The report concludes that job analysis, encompassing job descriptions and person specifications, is critical for effective human resource management. Desklib offers a wide range of resources, including past papers and solved assignments, for students seeking to enhance their understanding of leadership management and related subjects.

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 - The main purpose of the job is to offer both inbound
as well as outbound sales along with support to the clients both internal and external.
Job location – Vanston Pl, London.
Position in organization – Customer service representative (middle level manager)
Report to – Senior manager
Responsibilities for – They are accountable to manage and monitor the work of customer
service agent as well as customer service officer as they will work under them and they are
the first one who meets the customers whenever any problem or issue is being raised.

CONTINUED…
Organization chart
Level management
Middle level management
Top level management
Regional
senior
Manager
Customer
service
representative
Customer
service agent
Customer
service officer

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
 Strong information technology skills and
abilities such as W4W, Excel, Outlook
and PowerPoint
 A three years degree in management field
 A degree course of diploma in
SAP
 A diploma program in customer
relations
Skills or competencies
 Reckless as well as precise data entry
skills
 Outstanding phone manners
 Good competencies related to local
language
 Customer focus and attention
 Innovative, initiator and extrovert in
nature
 Have the ability to respond to the
customer enquiries and complaints
politely and calmly
 Listening skills
 Problem solving skills
 Strong verbal & written
communication skills
 Capability to manage the
complaints of the clients
 Performing work in team
effectively and cordially
 Being a self-driven as well as pro-
active

CONTINUED…
CRIETRIA ESSENTIAL DESIRABLE
Knowledge
 Emotional intelligence
 Patience
 Knowledge related to mathematics and
arithmetic
 Awareness about computers and
electronics
 Knowledge related to
communication and media
 Job requires creativity and
alternative thinking to develop
new ideas
Previous experience
 Handled the customer service
department of any other company for
more than 2 years
 Worked as a customer service agent or
officer at travel and tourism company
 Experience as a client service
representative in any other
company
 Having more than five years of
experience in the same industry
Experience required
 A minimum of 2 years of customer
service or call centre experience
 SAP experience
 Experience of working with
inbound and outbound calls in
the some other firm

CONTINUED…
CRIETRIA ESSENTIAL DESIRABLE
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 skills
 Good communication skills
 Problem solving skills
 Decision making skills
 Leadership skills
 Inter-personal skills
 Attentiveness
 Empathy

A JOB ADVERTISEMENT
Position – Customer service representative
We offer growth opportunities, flexibility and healthy working environment to our people.
Come and apply for the position to excel in this field and grow your career with us.
We are a growing travel and tourism service based company of London which is offering its
employees different perks such as paid vacation, corporate discounts, performance bonus,
sick leaves and insurance plans.
The company
The name of the company is “The Ultimate Travel” and is being famous of the great services
and care being provided to the clients and employees.
The firm is being engaged into business of offering different products and services
related to travel to the customers. They are offering travel services such as international tour,
visa, passport, domestic travel, vacations, holiday packages and foreign exchange to the
people of UK. They have their office in Vanston Pl, London

CONTINUED…
Our customers are mainly the business travellers, families and friends seeking for holiday packages.
We believe that customers are the main element our business and thus, we never forget that they have chosen us to spend their
leisure time us. Thus, company makes every efforts to make them feel contended through offering extra-ordinary services.
The position
We are looking for customer service representative. The pay range we are offering is €45,000 per year
 Other than this there are several benefits which are also offered to the customers such as paid vacation, corporate discounts
and performance bonus.
 We also offer sick leaves and insurance plans.
Requirements
 Strong information technology skills and abilities such as W4W, Excel, Outlook and PowerPoint
 A three years degree in management field
 A minimum of 2 years of customer service or call centre experience
 SAP experience
 Good communication skills
 Problem solving skills
 Decision making skills