Unit 2 Business Resources
Pass Criteria 2
P2 – describe the main employability, personal and communication skills required when
applying for a specific job role
Job Role- Customer service manager at Tesco
Employability skills
Qualification in management studies, so they understand how to be a manager and know
what roles they need to fulfil.
Experience, gives knowledge on how to deal with situations that can’t be taught, if Tesco
has a choice between someone who has no managerial experience and someone who has
had previous experience they are going to pick the one who has had experience because it
shows that the person is able to do the job they are asking them to do. It is also good for
employers to employ people with experience of the job (but in different companies)
because it means the employer can get an insight on what goes on in the competitor’s
companies and can learn how to become more successful than the rival company. For
example, you need to have experience working with people and dealing with complaints if
you are going to be a successful customer service manager this is because you would not
know how to deal with someone correctly if you haven’t got any experience.
Product knowledge, need to understand what they are responsible for selling, if there are
any issues with the product they need to know how to deal with them, it is good to show
the employer that you have knowledges of the products the business is offering because it
helps to have an understanding. A customer service manager is going to be dealing with
product complaints and they need to be able to know whether the complaint is to do with
an issue with the product or an issue that is made by the customer, this is to ensure that
they know whether to resell the item or send it back to the manufacturer.
Effectiveness in meeting targets, the ability to meet targets is necessary for a successful
business, it is good to show your employer that you are able to do this as it will put you
above anyone else who is applying, a customer service manager will have targets pertaining
to customer contentment and will need to have the ability to ensure that they can meet
these targets otherwise they wouldn’t be doing their job properly.
Ability to raise standards, raising standards means raising overall customer satisfaction
which will make more money for the business and makes you a more useful employee than
another employee who doesn’t do this.
Personal skills
Time management skills, allow you to be able to be on time and be able to complete jobs
efficiently whilst keeping a high standard, this is necessary for a customer service manager
because if they are not on time then there will be no one to deal with customer issues which
is going to reflect badly on the company.
Organisational skills, a manager needs to be able to organise staff to ensure the entire
business runs well. The customer service manager will be responsible for implementing the
Pass Criteria 2
P2 – describe the main employability, personal and communication skills required when
applying for a specific job role
Job Role- Customer service manager at Tesco
Employability skills
Qualification in management studies, so they understand how to be a manager and know
what roles they need to fulfil.
Experience, gives knowledge on how to deal with situations that can’t be taught, if Tesco
has a choice between someone who has no managerial experience and someone who has
had previous experience they are going to pick the one who has had experience because it
shows that the person is able to do the job they are asking them to do. It is also good for
employers to employ people with experience of the job (but in different companies)
because it means the employer can get an insight on what goes on in the competitor’s
companies and can learn how to become more successful than the rival company. For
example, you need to have experience working with people and dealing with complaints if
you are going to be a successful customer service manager this is because you would not
know how to deal with someone correctly if you haven’t got any experience.
Product knowledge, need to understand what they are responsible for selling, if there are
any issues with the product they need to know how to deal with them, it is good to show
the employer that you have knowledges of the products the business is offering because it
helps to have an understanding. A customer service manager is going to be dealing with
product complaints and they need to be able to know whether the complaint is to do with
an issue with the product or an issue that is made by the customer, this is to ensure that
they know whether to resell the item or send it back to the manufacturer.
Effectiveness in meeting targets, the ability to meet targets is necessary for a successful
business, it is good to show your employer that you are able to do this as it will put you
above anyone else who is applying, a customer service manager will have targets pertaining
to customer contentment and will need to have the ability to ensure that they can meet
these targets otherwise they wouldn’t be doing their job properly.
Ability to raise standards, raising standards means raising overall customer satisfaction
which will make more money for the business and makes you a more useful employee than
another employee who doesn’t do this.
Personal skills
Time management skills, allow you to be able to be on time and be able to complete jobs
efficiently whilst keeping a high standard, this is necessary for a customer service manager
because if they are not on time then there will be no one to deal with customer issues which
is going to reflect badly on the company.
Organisational skills, a manager needs to be able to organise staff to ensure the entire
business runs well. The customer service manager will be responsible for implementing the
