Table of Contents
Job Title: Customer service manager at Tesco
Job description
Customer service managers at Tesco are there to ensure that customers are satisfied with service they are being given, they also need to ensure that other staff complying with the business 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’s service staff and handle enquires from customers.
If Tesco are looking to recruited workers to be behind the till and on the shop floor, first of all they will advertise the job role for example: Assistance, Supervisors and they can do this in many ways today. As the job role does not require very skilled and qualifies people, the requirement process will be a lot faster. When Tesco advertise they need to include the description of the job and the duties that will be expected and skills, qualifications.
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Requirements of the job that Tesco want the customer service employees to have:
- Communications skills: need 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, patient, 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
Job title: Sainsbury
Suitable qualifications
What is this?
A special skill or type of experience or knowledge that makes employees or someone suitable to do a particular job or activity. Something that is necessary in order for you to do have or be a part of something, something that is added to a statement to limit or change its effect or meaning.
Why is it important?
Another reason why professional qualifications are truly important to career is that they can enable you to negotiate a higher pay rate. Professional qualifications are a way to establishing yourself as a professional in your field who has extensive knowledge.
Employer will look at the qualifications or experiences because they have to know that are you suitable or fitting for the job role. Even though education qualifications is only a part of the requirement an employee looks at while hiring, but it is a vital part. Having educational qualifications shows that the amount for effort of future and it helps them to know about your knowledges about the role. But sometimes the qualifications don’t matter depending on the particular job, considering this case, Sainsbury does not require too much educational qualification, rather what they tend to look in and is their personal skills as how they deal with the customers or communicate. So the way they deal and handle customers is the most important factor to the prioritize on.
Another vital and effective quality an employer looks for in a candidate is their experience in the relevant field. Infect to some employers this is the sole requirements to employ a candidate and ignores the fact whether they have much educational qualification, but still a minimum standard is set, in this case what agora will look into is whether the candidate has experience in working in other departmental store such as Tesco ,Liddle , best buy or anything relating to that etc.
Employability skills that employees need to know for a company:
- Team work: team work is when you work in a group For example if all the employees work together equally can achieve goals easily.
- Communication: Communication is the key for example if you work in tesco and a customer asking you about the product you have to explain it nicely and eye contact should be good.
- Leadership: Being a leader. For example you are work in tesco so manager is your leader and he will lead you if you make mistake.
- Personal motivation: people with self motivation can find a reason to finish the task. For example you work in a tesco and it is a really busy day on weekends but you are giving yourself self motivation instead of giving up.
Importance of the employability and the personal skills in the requirement and retention of the staff in the organization
Tesco usually recruits staff using an online application form, questions are asked to see the suitability of the potential employee for the job role they are applying for. Recruiments of new employees is usually a lengthy process this means that once Tesco has found the candidate they are going to try their best to keep them within that role of as long as possible, the best way to do this is to ensure that they are employing the right candidate for the job by ensuring they have the essential employability and personal skills for the role.
Employability skills
Each job has their personal specialist skills. These are known as employability skills and they are essentials for employees to be able to work effectively in a modern workplace. Includes
- Suitable qualifications
- Experience in a similar role.
- Knowledge of products and service
- Experience of specific industry
- Effectiveness in meeting personal and team targets
- Ability to observe and raise professionals standards
Qualifications
Qualifications in management studies it is a good idea for a manager to have a qualification in management studies, it will help the employee to know what they need to do and how to do it. A qualification in management would not be necessary even though it is useful, this is because when you are a customer service manager at Tesco you are on the shop floor instead of being in an office which means you could easily learn on the job how to manage the people you are dealing with. Qualifications from different universities could be more or less useful as the course content varies from course to course, so what you did to gain your qualification could be more appropriate to look at. A person who has qualification in managements studies would be a more desirable person.
Skills and Behavior
Tesco needs people with right skills and right experience so it gives clear structure that they are able to handle the or good for job role descriptions.
- Work level 1- task such as filling shelves with stock, frontline jobs that means working directly with the customers. Cashiers dealing with money, Ability to work with customers and to interact well with others.
- Work level 2- Leading a team employees who directly deal with customers. Ability to manage resources and set targets. Manage and motivate others.
- Work level 3- Target setting and reporting, Requires management skills and including planning.
- Work level 4- Requires good knowledge of the business, Ability to lead others, Analyse information and to make decisions.
- Work level 5: Responsible for the performance of Tesco, Ability to lead or direct others and to make major decisions.
- Work level 6- Values and goals for Tesco, Responsibility for Tesco performance. Good overview of retailing.
Tesco has a framework that describes the skills and behaviours for each job at every level. This helps employees to understand whether they have right knowledges.
Conclusion
Qualifications prove employers can do a job. It is important potential candidates and staff to have the relevant qualifications for their job role so it can be carried out to the best of their ability and prove they have the correct knowledge for the role, therefor benefiting the Tesco as all jobs can be carried out properly. Tesco looks at candidates previous experience when considering filliping a vacancy.it is important they consider experience when recruiting as candidates with previous experience have more of an understanding tasks therefore will be familiar and will be easy to handle the situations related to the job. Also it is essential employees have an understanding of the services Tesco offer. Potential recruits should research and show some knowledge of Tesco when going to an interview. Employees who understand the services Tesco offer benefits the organisation as it shows clients employees understand their role and are knowledgeable about the company they work for.
