Unit 2 P1 - Describe the recruitment documentation used in a selected organisation

Unit 2 Business Resources
Pass Criteria 1

P1 – describe the recruitment documentation used in a selected organisation
Job Title: Customer service manager at Tesco
Job description – Customer service managers at Tesco are there to ensure that
customers are satisfied with the service they are being given, they also need to ensure that
other staff are complying with the businesses policy to provide excellent customer service.
Customer service managers will also help develop and implement the specifics of the
organisations customer service policy, find ways to measure customer satisfaction, improve
services, manage a team of customer services staff and handle enquiries from customers.

Requirements of the job that Tesco want the customer service employees to
have:
Soft skills

 Communication skills – needs to be sufficient enough to be able to help and inform
customers and instruct colleagues on customer service policies
 Listening skills – to understand what customers need and listen to input from other
colleagues on how to improve customer service
 Problem-solving skills – be able to address any issues that are bought up from either
colleagues or customers
 Confidence, patience, politeness, tact and diplomacy
 Motivational skills – helps with the ability to lead a team of customer service
assistants
 Creative thinking skills – gives the ability to come up with new improvements to the
customer service policies
 An ability to work well under pressure
 Organisational skills and planning skills
 Good personal presentation – as will be working face-to-face with customers
 A commitment to improve your own personal customer service skills on an ongoing
basis
 Time management
Hard skills (not necessary but desirable)

 Business studies degree
 Consumer studies degree
 Management studies degree
 Marketing degree