Student name | Vionna Meijer | NP email address | vrmeijer@st.noorderpoort | Assessor name | Ms. de Jong | Unit | 3 | Submission number | 1 | Cohort | 2014 - 2017 | Authenticity statement | I certify that the work submitted for this assignment is my own and research sources are fully acknowledged. |

Inhoud Introduction 3 Bijenkorf 4 H&M 10 Human resources H&M 10 Staffing to meet changing business demands 10 Coordination of team resources to meet targets 10 Monitoring team performance 10 Liaison with other departments 11 Establishment of professional culture 11 Provide appropriate incentives 11 Encourage creativity and initiative 11 Outsourcing versus in-house decisions 11

Introduction

The author will describe the recruitment documentation used by the company Bijenkorf and H&M.

P1 Describe the recruitment documentation used in an organisation.
Bijenkorf
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Medewerker Customer Service

Vestiging: Groningen
Afdeling: Customer Service
Uren per week: 15 uur
Sluitingsdatum: 29 Juli 2015 Print deze vacature Mail deze vacature Deel deze vacature
Solliciteer direct Over de functie Medewerker Customer Service
Als Medewerker Customer Service ben jij het visitekaartje van de Bijenkorf en sta je voor Premium Service. Je helpt onze gasten bij het retourneren van producten, het ophalen van hun internet bestellingen, behandeling van klachten en reparaties en allerhande zaken die extra service en aandacht behoeven. Door je extraverte en gastgerichte persoonlijkheid vind je het leuk om onze gasten met een lach op hun gezicht ons filiaal te zien verlaten veroorzaakt door jouw uitstekende dienstverlening. Daarnaast hou je ervan om net dat beetje extra service te verlenen bij de behandeling van een klacht, waardoor de gast ons van harte kan aanbevelen. Service verlenen zit in je DNA en je streeft er dagelijks naar om de verwachtingen van onze gast te overtreffen.
Je werkzaamheden proactief en met een servicegerichte houding contact leggen met de klant volgens richtlijnen afhandelen van klachten die uitlopend van aard en zwaarte zijn binnen kaders en redelijk inzicht zelf beslissen over terugname, vergoeding of andere oplossingen afhandelen van de goederenstroom van het E-commerce afhaalpunt verrichten van eenvoudige reparaties en allerhande zaken die extra service en aandacht behoeven verantwoordelijk voor het bedienen van omroepinstallaties informeert de klant over alle facetten van het Membership, Global Refund en anderen servicefaciliteiten verkopen van cadeaucards, cd-boekenbonnen of verstrekken van items voorkomend uit commerciële acties
Functie-eisen
uitstekende beheersing van de Nederlandse- en Engelse taal communicatief vaardig en dienstverlenend flexibel inzetbaar doordeweeks
Over filiaal Groningen
Ons Modefiliaal aan de Herestraat in Groningen (sinds 2001) vormt één van de drie kleinere Bijenkorf-filialen. In dit filiaal vinden onze bezoekers een beperkt assortiment van damesmode, herenmode en accessoires. Als gevolg van onze ‘premium experience’-strategie zal het filiaal in Groningen uiterlijk in maart 2016 haar deuren sluiten.
Corporate Values
De Bijenkorf heeft zes 'Corporate Values' die een belangrijk onderdeel vormen van het DNA van onze medewerkers:

passie voor klanten continu vernieuwend verantwoordelijkheid nemen samenwerken openstaan voor verandering elk individu respecteren

De 'Corporate Values' vormen een belangrijk onderdeel in de sollicitatiegesprekken voor alle vacatures binnen onze organisatie.
Wat heeft de Bijenkorf te bieden
Werken bij de Bijenkorf is werken in 'a world of inspiration' met een exclusief assortiment, unieke concepten en de meest luxe designermerken die passen bij een premium warenhuis. Met flagshipstores in steden met Internationale allure maken wij met passie voor de klant ieder bezoek tot een belevenis. De Bijenkorf biedt uitstekende, marktconforme primaire arbeidsvoorwaarden, aangevuld met een uitgebreid pakket secundaire arbeidsvoorwaarden. Zo bieden we onze medewerkers onder meer een kortingspas die een aantrekkelijke korting oplevert bij aankopen binnen de Bijenkorf. Daarnaast besteden wij aandacht aan uiteenlopende ontwikkeling- en doorgroeimogelijkheden onder andere voor jong talent, vakspecialisten en aankomende managers.

Een integriteitscontrole via het waarschuwingsregister van de Stichting Fraude Aanpak Detailhandel (FAD) vormt onderdeel van de sollicitatieprocedure. http://www.werkenbijdebijenkorf.nl/87/Vacatures/487/Medewerker-Customer-Service H&M
Wij zoeken een Departmentmanager Jouw rol: Je maakt deel uit van het managementteam van een H&M winkel en bent verantwoordelijk voor een van de afdelingen: heren, dames, kids of divided.
Je bent verantwoordelijk voor de klanten, de verkoop, de presentatie van de collecties, de dagelijkse organisatie en uiteraard het management van je team (5 tot 20 Sales Advisors). Als manager van het team, werk je met je team samen op de winkelvloer met de bedoeling de omzetcijfers te doen groeien! Je belangrijkste verantwoordelijkheden: Klanten: directe en indirecte klantenservice verzekeren op de afdeling, bij de paskamers en aan de kassa’s
Goederen: kennis van de collecties, actief werken met de goederen, voorbereiding en opvolging van de campagnes en commerciële activiteiten om de verkoop te optimaliseren
Medewerkers: rekrutering, training, opvolging en ontwikkeling van de Sales Advisors samen met het managementteam van de winkel
Planning en organisatie: de nodige middelen en tools voorzien ten behoeve van van de commerciële behoeften en de vooropgestelde doelstellingen.
Veiligheid en administratie: toepassing en opvolging van de routines Je profiel: Je bent een winkeldier en je bent service gericht! Je vastberadenheid, je ruimdenkendheid en wil om te leren, je zin om te verkopen en vooropgestelde doelen te bereiken zijn besmettelijk! Als leider van je team kan je je mensen ontwikkelen en delegeren waar nodig. Je open en oprechte communicatie werken inspirerend.
Een hoge werkdruk schrikt je niet af want je kan goed plannen en organiseren op korte zowel als lange termijn.
Ons kan je niet overtuigen met je diploma. We zijn vooral geïnteresseerd in je persoonlijkheid, je temperament en je geslaagde commerciële- en managementervaring (minimaal 2 jaar) in een sector en omgeving die vergelijkbaar zijn met de onze!

Een integriteitscontrole via het waarschuwingsregister van de Stichting Frauderegister Detailhandel is onderdeel van de sollicitatieprocedure. http://career.hm.com/content/hmcareer/nl_nl/findjob/jobs/imported/2015/3/26/00166553.html

To apply for a job at the bijenkorf and the H&M, you have to fill in an online application form. As what I could see, the only way bijenkorf and H&M are recruiting new employees is via the internet, or by calling the store in question. This means that they are not recruiting by traditional methods but by internet-based methods. To apply for both jobs you not only needed to fill in the application form but you also needed to include your curriculum vitae and via a web page with job board. It could be that H&M and bijenkorf uses other recruiting methods as well but I have not seen any of that other methods.

For H&M it is not only important which diploma you poses, it is also very important that you have the right attitude and personality to fit in the team. They expect from the employee that he or she is able to train and recruit others. If you apply for this job you have to keep checking in with your team members how they feel and if they are struggling with something. You have to monitor your crew and report your findings back to the management team. It is not important for every team to work in cohesion with the other teams, because every team has such different tasks.

Human resources H&M

Staffing to meet changing business demands
H&M has to change their business demands on a regular basis, it is for example more likely that H&M need more staff in the holidays than outside of the holidays, because there are more people with free time who wants to go shopping. It is likely that H&M hires flex workers, if the new collection arrives in store, so the full time workers are not distracted and can keep on doing their tasks. They also have to keep in mind their sale tactics, like if for example a particular jeans is not selling well at all, they have to put that jeans in sale or remove the jeans out of the store.

Coordination of team resources to meet targets
The manager of H&M needs to know the following: * The abilities and skills of his/her employees * How the qualities of the different individuals work in the team * The tasks and targets for the teams.
The manager should have communication skills, interpersonal skills and last but not least leadership skills. It is beneficial for the team if they feel like having a personal relationship with their manager. If the team feels like they have a personal relationship with the manager they will get more motivated and it will be easier for the manager to deal with personal issues of the staff. The author thinks that the manager can lead its team the best in a democratic management style, because on this way the manager is in charge, but he or she can still listen to the ideas of the other members of the team what can help improve the store.

Monitoring team performance
To reach a goal, it is very important that the team performance is closely monitored. The goals will be set by the manager and his team. The goal is divided in small parts which can be easily identified. Every team member have set its own personal goals and knows exactly how to achieve those goals. If like for example something goes wrong in the store, the problem will be discussed with the team and the managers and measures will be taken in order to eventually reach their goal.

Liaison with other departments
Every employee of H&M has to work closely together with other employees, even though they are not always working in the same team, because there are in several different teams within H&M. They have to make sure that all teams are working closely together to help the stores efficiently. An example of a business team could be, the sales team, the customer service team, etc. When like for example the clothing designers of H&M come up with a new clothing line, they have to take a lot of steps before the new clothing line is actually in all H&M stores. When the design team designs a new collection, the sales and marketing team needs to be kept up to date. They have to know what the final product’s character will be, so they can develop a marketing plan. All the different teams not only work with each other but they also liaise with the whole department/suppliers/groups.

Establishment of professional culture
The author thinks that that the professional culture at H&M is really depending on where you work ( the headquarters, stores, etc. ). It is likely that in a headquarter of H&M the business culture is more professional than in an H&M store. In H&M stores there are unwritten rules that employees must follow. An example of an unwritten rule is that every sales employee has to smile to the customers, to let the customers know that H&M is a nice and friendly store. I think that employees from H&M call each other and their boss by their first name and not by their last name. it is possible that colleges build up a personal bond and then become friends.

Provide appropriate incentives
A very nice incentive for employees at H&M will the employee discount. The employee discount gives the employee 30% off discount, which is very nice for the employee. Employees who work very hard can get a promotion. In order to get a promotion, the employee must show all his/hers talent and he or she must show that he/she is willing to go the extra mile. Employees who wants a promotion have to inform their team leader so he knows what you want.

Encourage creativity and initiative
H&M wants their employees to be innovative and creative. They have to possess the skill to solve a problem and employees need to keep attention on the co-workers to see if they need help with their tasks. If employees show their skills, talent, creativity and initiative, H&M will reward them with an incentive because they support their employees to be creative and initiative.

Outsourcing versus in-house decisions
H&M outsources all tasks outside their core business, which is selling clothes. If there is for example a leak in the waterworks, H&M would hire a plumber to fix the leak. They hire someone from an professional plumber business to do the job for them, because fixing the water leak is not H&M’s core, but H&M cannot give a plumber a 15-hour per year contract. H&M sometimes makes the risk of having a new employee who does not have the right expertise and skills for the job, so a person who is not helping the business at all.

P2: Describe the main employability, personal and communication skills required when applying for a specific job role.

Bijenkorf:

The skills required for this company’s vacancy are listed as below on the website.
Employability skills:
Suitable qualifications: HBO working and thinking level
You do not need to have a HBO diploma but you do have to study a HBO study. Bijenkorf has probably multiple ways to see if you are really studying HBO.
Experience: At least three years in a similar role, experience in sales also for at least three years,
The applicants need to have 3 years of experience so Bijenkorf know that the employee can work easily without any extra training.
Effectiveness in meeting personal and team targets: demonstrable successful experience with planning and meeting team goals.
Bijenkorf want to see if the applicant really possesses all the skills required by checking in by previous employers.
Availability: full time i.e 40 hours a week, flexibility no problem working in weekends or during the evening.
The applicant has to show their flexibility and has to be willing to work.

Personal skills:
Employers can check if the applicants personal skills are as he/she sad by asking previous employers.
Able to take initiatives
As a department manager you have to take initiative to lead the team and give the right example to all the other team members. So if you see that there are clothes hanging on the wrong place, you must changes it to the right place.
Can take a leader role
As a department manager you need to lead your team and you have to show leadership skills in order to push everyone in the right direction.
Flexible and respectful towards the rest of the crew and staff (and of course to the customers)
This is one of the most important skills you must possess because if you do not have these qualifications it is impossible to guide your team and create a safe working environment. It is also very negative towards customers.

Able to analyse problems and find a solution
It is very important that you can fix problems. If you can analyse the problem, you than also can find a solution and that is what is counts.
Passion for fashion
You need passion for fashion so you can advise the customers, if you do not have an eye for fashion, you cannot help customers who ask for advice.
Innovative
In order to improve the store and the working environment, you have to be innovative. Because you need to be innovative to come up with great ideas improve the store and working environment.
Responsible
Because you are a department manager you have to have responsibility skills. You need that because there are working a lot of people under your supervision, and you need to make sure that everything goes well.
Respectful
Respect is a very important skill because without respect you will not gain respect from others and you will be not a good team leader.

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I do not have my HBO qualification, but I do want to keep studying un till I have the right qualification. I think I am prepared before my internship starts. I do have sales experience, I have worked for a half year in a jewellery and one year in a furniture design store. I do think I can work effective and that I can meet my personal goals. I have worked in teams before so I can nicely interact with colleagues. During my internship I can work full-time (40hours). I can show during my internship that I possess leadership skills, that I can take initiatives, that I can analyse problems and that I am always willing to try fix a problem. I have respect for customers and colleagues and I definitely have a passion for fashion.