Table of Contents
1.1 Job description and job specification for a customer service advisor.
1.1.1 Job description.
Key functions of job description and specification.
Job description of recruiting a customer service advisor for Delta Bank Plc.
1.2 Person Specification.
Purpose person specification.
Selection criteria requirements.
Types of criteria.
Person Specification for recruiting Customer Service Assistant for Delta Bank.
1.2 Impact of legal, regulatory and ethical issues in the recruitment and selection process of Delta Plc.
1.3 Contributions made in the selection process as HR manager.
1.4 Benefits of the contributions made in the selection process for Delta Plc.
2.1 Skills and attributes needed for leadership.
2.1.1Personal Attributes needed for Leadership in Delta Plc.
1.1.2 Conceptual skills of leaders.
1.1.3 Practical skills needed for leadership in Delta Plc.
1.1.4 Human skills required for Delta leaders.
2.2 Difference between leadership and management
2.3 Assessment of the benefits of teamwork for Delta Plc.
2.4 Comparing leadership styles in different situations and demonstrating working in a team as a leader and member towards specific goals, dealing with any conflicts or difficult situations.
2.4.1 Comparing leadership styles in different situations.
2.4.2 Demonstrating working in a team as a leader and member towards specific goals, dealing with any conflicts or difficult situations.
2.5 Reviewing the effectiveness of teams in achieving the goals.
2.6 Three ways to motivate staff to achieve objectives at Delta Plc.
Maslow’s Motivation Theory.
2.7 Three ways for motivating Delta staff.
4.1 Explaining the factors involved in planning, the monitoring and assessment of work performance
Skills audit through annual review.
Skills audit through self-assessment
Assessment and evaluation of the conducted audits.
Strengths and Weaknesses of the marketing manager.
Key findings from Strength and Weakness.
4.1.2 Setting Objectives (SMART).
4.1.3 Devising PDP Plan.
4.1.4 Monitoring the performance.
4.2 Planning and delivering the assessment of the development needs of individuals.
4.3 Evaluating the success of the assessment process.
Working with and leading people are significant issues for business organizations to be successful in their operations. This report has emphasized several factors of working with and leading people based on a particular organization namely Delta Bank. The report has, first, focused on selection, recruitment and retention procedures. Second, the study has examined different leadership styles and their impact on teams and businesses. Finally, the report has illustrated issues related to working performance and the development of individuals.
1.1 Job description and job specification for a customer service advisor
1.1.1 Job description
The job description is the written statement created by the human resource manager. This lists a particular job’s duties and responsibilities, working conditions, reporting relationships, as well as supervisory responsibilities. This statement is also used to write job specifications identifying the skills and qualifications required to perform the job accurately (Mello, 2010).
Figure: Sections of a typical job description Source: Mello (2010)
According to Mello (2010), there is no particular format for creating job descriptions. However, most of the job descriptions include job identification, job summary, responsibility and duties, the authority of incumbent, performance standards, working conditions, and job specification.
Key functions of job description and specification
Job description and specification play an important role in recruiting and selection decisions, performance appraisal, job evaluation, and training and development requirements (Mello, 2010). Therefore, as an HR manager in Delta Bank Plc, I have to take into account these issues for recruiting a customer service advisor.
Figure: key functions of job descriptions and specification. Source: Mello (2010)
|Job Title: Customer Service Advisor||Job Code: 100001|
|Recommended salary: £7.99 per hour||Exempt/Non-exempt Status: Non-exempt|
|Job Family: Cashier||EEOC: Customer Assistant|
|Division: Cashier||Report To: Branch Manager|
|Department: In-Branch Counter||Location: East London|
|Date: December 2014|
|Job Summary |
The person in this position is responsible for cash dealing, helping customers face-to-face and on the telephone. The person is also responsible for interacting with customers, problem-solving and decision making, and getting feedback from customers and responding and reporting to the line manager.
|Scope and impact of job |
The person in this position is responsible for cash dealing and has to report to the line manager.
|Required knowledge and experience |
Related work experience
The person in this position must have at least one year of experience in customer service, cash dealing, and company products and services.
Formal education or equivalent
A’ Level completed with good grades.
The person has to have strong organizational skills with excellent verbal and written communications and computer proficiency.
The person has to work for a long shift with full flexibility.
– The person has provided excellent customers services with feedback and responses.
– He/she has to deal with customer queries regarding services.
– He/she has to deal with problems and solve the problem in the workplace
– He/she has to make decision raising in the workplace
– He/she has to report the work activities to the line manager
|Submitted By: HR Manager||Date: 15 December 2015|
|Approved by: Area Manager||Date: 16 December 2015|
1.2 Person Specification
Person specification refers to descriptions of qualifications, skills and experiences, and other attributes required for performing the specific job duties and responsibilities. Person specification derives from job descriptions and forms the fundamental recruitment process (Kishore et al., 2008).
Purpose person specification
The person specification is used as the basis of selection decisions at short-listing, test and interview stages. It is also used in creating interview questionnaires, selection tests and to elicit evidence on candidates against job criteria. In addition, it is used for writing advertisements for the position (Kishore et al., 2008).
Selection criteria requirements
Specific: selection criteria should be specific to make sure that a person specification meets the job requirements properly. It also concerns the candidates about the skills and qualifications required. In addition, it keeps the consistency of selection decisions in short-listing by interview panels to avoids confusion (Kishore et al., 2008). For example, communication skills for customer service advisors include a range of possible skills. Consequently, the nature and level of communication skills (such as presentation skills, counseling skills, report-writing skills, etc) must be specified
Justifiable: selection criteria should be justifiable with job requirements. Non-justifiable criteria can prevent suitable candidates to apply for the proposed position (Kishore et al., 2008). For example, the requirement of an MBA degree will be unjustifiable for the proposed position of customer service advisor.
Measurable: selection criteria need to be measurable. It should be under consideration of assessing each candidate against the criteria (Kishore et al., 2008). For example, commitment to equal opportunities can be assessed by asking question of how the candidature demonstrates a commitment to equal opportunities in work.
Non-discriminatory: selection criteria need to be fair and relevant to job requirements. Discriminatory statements and/or language must be avoided (Kishore et al., 2008). For example, the candidate for the position of customer service advisor must be a native speaker can be considered discriminatory statement based on race or nationality……………………….
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