Working With And Leading People

Assignment 11

Section A1

AC 1.11

AC 1.23

AC 1.34

AC 1.45

Section B5

AC 2.25

AC 2.17

AC 2.38

AC 2.49

Assignment 210

Section A10

AC 3.110

AC 3.212

Section B14

AC 4.114

AC 4.215

AC 4.317

Assignment 1

Section A

AC 1.1

Job Description

Responsible to: Customer Services Supervisor

Overall Purpose: Responsible for performing, post scrutiny, telephone surveys of works done by the Company's team. The person will be responsible to call customers and will measure their satisfaction levels and log the results by making sure that any grievances are addressed.

Key Responsibilities (Functional):

Undertaking Customer Satisfaction Surveyors, recording result and ensuring any problems/issues are followed up.

Assist with the provision of advice and information to customers, in person or over the telephone, applying a customer first approach.

Assist with the provision of a front of house reception service.

To provide clerical and administrative support including maintenance of the office filing systems, photocopying, and the sending of fax communiqués etc.

Postal duties including the receipt, opening, distribution and dispatch of post and the maintenance of associated records.

To achieve a basic working knowledge and understanding of Customer Service Standards and Company policy and procedures relevant to the work of the Section.

To be an enthusiastic member of the team committed to providing the highest possible standard of service to customers.

To carry out ad hoc project and research work as directed.

Job Specification

Education/Skills

Educated to Graduate Level

Good level of literacy and numeracy.

IT Literate with good keyboard skills

Understanding and Interests

Customer Care.

Current office systems and procedures.

Knowledge of computers

Customer Service

Commitment to high quality customer service provision including a willingness to help advance customer requests or to help solve customer service problems.

Ability to respect confidentiality.

Good telephone manner.

Polite and courteous.

Personal Qualities

Willingness to undergo further training and development.

Willingness to ask for help and advice as necessary.

Willingness to adopt a flexible approach to the requirements of the job

AC 1.2

The recruitment is part of the management of human resources and has as an object of study to choose the appropriate staff to develop an activity. Its social function is to reconcile human development and economic development with the needs of society. The recruitment is part of the management of human resources, which is the main strategic factor and competitive advantage available to an organization, expressed in efficiency, effectiveness and level of job satisfaction (Hsu et al., 2000). The recruitment has been studied in the field of psychology and management, who have charge of the study of work activity under different names in the course of years. In an increasingly globalized world, the members constituting the companies are increasingly diverse. There are many causes of this diversity: racial, cultural, religious, demographic, physical, social, etc. It is necessary that the business assume that within your company all these factors are in constant contact and have a significant impact on business performance. Improvement and diversification of recruitment and selection processes are the basis management of diversity and the lightest element to display the commitment company in the implementation of the principle of non-discrimination and equal ...