Introduction

This assignment is designed to assess your level of achievement in objectives from Module 2.

Assignment question

Case: Customer Services section at the Copper Ridge Local Council

You are the HR officer of Copper Ridge Local Council. Your manager, Mr. Frank Stone, is the HR manager and he called you in to investigate the staffing structure in the Customer Services section of the Council.

The Customer Services section was created as a result of the restructuring process of Council. Where enquiries were previously channeled directly to a particular section such as the building and planning section or waste and recycling sections; enquiries are now all centralized at the Customer Services section. The aim of the Customer Services section is to provide a high level of customer services by effectively managing the counter, electronic and telephone customer enquiries. During the last three months, the customer feedback on the Customer Services section has not been positive. Customers commented and complained about the long queues at the counter, long waiting times for phone enquiries, slow responses to electronic queries and the impatient attitude of the counter staff.

The Customer Services section is managed by the Customer Services Manager (CSM) and staffed with a team of four Customer Services Officers (CSOs). The CSOs were transferred to this section from their former positions of Administrative Officers in other Departments. The CSOs work according to a rostered schedule of working times and hours to cover the extended business hours of the section. When one of the officers takes holiday or sick leave, the other officers are required to work overtime to cover the absence of the team member.

The increase in customer complaints raised the concern of Council's senior management. During a discussion between the HR Director and the senior management staff of the Customer Services section, the CSM indicated that the number of enquiries increased to such an extent that the four CSO's could just not keep up with the workload. Working in a high-volume customer service environment is stressful and dealing with demanding and sometimes abusive customers takes a toll on officers. The CSM mentioned that he noted an increase in absenteeism among the CSO's which made managing the roster even more difficult. He noted his concern that the incumbents and positions of Administrative Officers were directly converted into Customer Service Officers and that the contents of the new jobs as well as the requirements for incumbents of these jobs were quite different from the positions of Administrative Officers. The job descriptions and job specifications have never been formally updated. The HR Director requested a review of the staffing situation in the Customer Services section.

Question:

Mr. Stone requires you to write a report addressed to the HR Director where you include the following aspects:

1. Explain why Job Analysis is necessary and develop a job description and job specification for the position of Customer Service Officer.

2. Discuss Job Design and explain how it can contribute to quality of work life. Explain how this can apply to the Customer Services section.

3. Outline the purpose of recruitment and explain the methods of recruitment that you recommend for creating additional positions of CSO.

4. Identify and explain the most suitable methods for selecting the best candidate for a CSO position.