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Understanding Your Customers - Hr Cipd Level 3

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The role of a HR Assistant is a varied and interesting role as no day is ever the same, whilst dealing with clients.
A HR function should ensure the services they provide are timely and effective, as they are a cost centre and need to be adding value to any business.

Understanding Customers

Customers of HR want a proactive HR function, which spots issues ahead of time and works closely with managers to address them.
Within HR there are many types of clients who have different needs, below I will list the 3 most common and an example of a need they may have from HR. * Employees
An employee may contact HR to ask for information and guidance regarding how to initiate a flexible working contract. * Line managers
A line manager will contact HR for advice and guidance on how to manage sickness and absence regarding an employee. * Directors
Directors may need to know the staff structure of an organisation in order to prepare for issues that affect the whole business.

As a HR Assistant is generally front line, they may have to prioritise conflicting needs from the clients. For example - an employee may phone up to complain that their manager is bullying them and they would like advice. The manager would also phone HR but to complain that an employee is not fulfilling their job expectation and would like advice. It is the role of the HR Assistant to remain impartial and to give clear accurate advice.
One helpful method in prioritising needs can be found in Stephen Covey's 7 habits of highly effective people. Stephen has created a time management grid organised by urgency and importance. Using the grid will allow you to see what tasks need to be actioned urgently and what tasks can be delegated to others.

Effective Communication

Communication is the key to delivering great HR. A good communicator is someone that can active listen, be

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