BTEC BUSINESS LEVEL 3 Assignment 1, P2, M2
Introduction
For this task I am going to consider the employability and personal skills that the post
holders will need. I am going to describe what the skills and why it is important for the job.
Also, I will take each skill as a heading and will relate to why the skills are important for
recruiting and retaining staff at British Airways.
Employability skills:
Suitable Qualifications
Employers need various types of qualifications from their applicants to even be considered
for the Customer Service job at British Airways. Depending on the value of the company and
their requirements, some employers are satisfied with applicants who have GCSE’S
whereas there are others that may need qualifications from their applicants within specific
subjects for example a Grade C in English A-level for a Customer Service Representative
job within British Airways. Also an IT qualification is vital as most work will be completed on
the computer databases. It will be difficult for an applicant to deliver the services they require
to,if an applicant doesn’t have a basic Level 2 IT qualification.
Suitably skilled staff
Suitable skilled staff is about ensuring that the staff are being updated and trained within
British Airways. It is crucial for staff to adapt to alterations within British Airways therefore
they have to develop new skills to ensure that they are able to handle the changes. Also the
ability to read customers is essential because the employee would not want to mis-read a
customer and end up losing them due to confusion and miscommunication. To truly take
customer service skills to the next level, suitably skilled staff need to have some mastery of
persuasion so that they can convince interested customers that their product is right for
them. Also training staff while in work and attracting the right staff are two main aspects that
need to be put in place to make sure that British Airways are able to make use of suitably
skilled staff.
Contracts of employment and job descriptions
A job description ensures if an employer and employee are happy with all elements of the
Customer Service Representative Job within British Airways therefore this must be provided
as part of the recruitment process. When the employer at British Airways verifies with the
employee that they are happy and are able to make the following commitments to the
Customer Service representative job which has been specified within the job description
then the new employee is asked to sign a contract which is the legal agreement made
between the two. British Airways must ensure to hand out a written contract of employment
within eight weeks of the start of their employment to their employee as it is provided within
The Employment Rights Act 1996.
Experience in a similar role
Introduction
For this task I am going to consider the employability and personal skills that the post
holders will need. I am going to describe what the skills and why it is important for the job.
Also, I will take each skill as a heading and will relate to why the skills are important for
recruiting and retaining staff at British Airways.
Employability skills:
Suitable Qualifications
Employers need various types of qualifications from their applicants to even be considered
for the Customer Service job at British Airways. Depending on the value of the company and
their requirements, some employers are satisfied with applicants who have GCSE’S
whereas there are others that may need qualifications from their applicants within specific
subjects for example a Grade C in English A-level for a Customer Service Representative
job within British Airways. Also an IT qualification is vital as most work will be completed on
the computer databases. It will be difficult for an applicant to deliver the services they require
to,if an applicant doesn’t have a basic Level 2 IT qualification.
Suitably skilled staff
Suitable skilled staff is about ensuring that the staff are being updated and trained within
British Airways. It is crucial for staff to adapt to alterations within British Airways therefore
they have to develop new skills to ensure that they are able to handle the changes. Also the
ability to read customers is essential because the employee would not want to mis-read a
customer and end up losing them due to confusion and miscommunication. To truly take
customer service skills to the next level, suitably skilled staff need to have some mastery of
persuasion so that they can convince interested customers that their product is right for
them. Also training staff while in work and attracting the right staff are two main aspects that
need to be put in place to make sure that British Airways are able to make use of suitably
skilled staff.
Contracts of employment and job descriptions
A job description ensures if an employer and employee are happy with all elements of the
Customer Service Representative Job within British Airways therefore this must be provided
as part of the recruitment process. When the employer at British Airways verifies with the
employee that they are happy and are able to make the following commitments to the
Customer Service representative job which has been specified within the job description
then the new employee is asked to sign a contract which is the legal agreement made
between the two. British Airways must ensure to hand out a written contract of employment
within eight weeks of the start of their employment to their employee as it is provided within
The Employment Rights Act 1996.
Experience in a similar role
