Activity model which is used to expand,

Activity 1
This report is a brief summary of the CIPD Professional Map. It will explain the two core professional areas, 10 professional areas, 8 behaviours and the 4 bands which are matched upon your professional competence. I have based this on my role of HR Administrator and being in band 1 and sometimes a band 2 but this should give you the insight on how to use this and how it could help you in your role
The CIPD Professional map was developed to help and plan through employee’s progression throughout their working career. The map consists of 10 professional areas, 8 behaviours and 2 core professional areas. It also has four bands depending on the level of your career.

The CIPD Professional Map is a good tool and can be used in any organisation to see where employee’s strengths and weaknesses are best suited. This could also be used for organisations to identify training and development requirements and for suitability for the best departments they could be suited to.

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There are two core professional areas to the CIPD Professional map and they are:
Insights, Strategy and Solutions – This is located in the middle of the map. This develops an understanding of the organisation and its use of the strategy and its solutions to the needs now and the future.

Leading HR – This is to act as a role model which is used to expand, help and develop the HR presence, when supporting, understanding and developing advice and information correctly
Below are the eight professional with a brief explanation. All information was sourced from the CIPD website:
Employee Engagement – This is to strengthen the connection between the organisation and its employees so employees feel more fulfilled by their work and this will also show by the contributions they produce.

Employee Relations – This ensures that the employees are managed properly and a clear framework for the organisations culture, practices, polices and relevant law.

Service Delivery and Information – This is to ensure that a customer focused delivery service is applied throughout the entire employee lifecycle.

Organisation Design – This is to ensure that the organisation is prepared to deliver an excellent impact in the short and long term.

Organisation Development – This identifies the organisational and employees individual capability requirements and this supports all the processes to optimise the effectives to help achieve al the organisation goals such as culture, behaviours, skills and performance.

Resourcing and Talent Planning – This ensures that the organisation have the right resource, capability and talent to achieve the immediate and strategic ambitions.

Learning and Talent Development – This helps build both individual and organisational capability and knowledge to meet the current and strategic requirements. This also helps create a learning culture.

Performance and Reward – This helps create and maintain a high achieving organisation by delivering programmes that could reward and recognise key employees capabilities, skills, behaviours, experience and performance to ensure that the reward systems are market relevant, fair and cost effective.

After reviewing the above eight professional areas the one that is current to my role at this moment is Employee Engagement. As the HR Administrator I feel that I do work with employees and build and provide feedback to all employees to keep them engaged. This helps to keep employees feeling involved and more valued within the roles.
The eight behaviours on the CIPD Professional Map are:
Decisive Thinker
Skilled Influencer
Personally Credible
Driven to Deliver
Courage to Challenge
Role Model
After reading and researching into all the four bands I find that I am currently at a band 1 but also working into band 2 in my current role as a HR Administrator.

In this report I have only briefly covered the CIPD Professional Map and how it is broken down by the 2 core professional areas, 8 specialist professional areas, the 4 different bands and the 8 behaviours. I have also included how I believe my current position is matched across two bands. This report has been based on me but anyone could easily base this on themselves.
Activity 2
In this activity I am going to explain how we deal and how to prioritise 3 different customers, the way effective communication can have advantages and disadvantages and how a service level agreement can help deliver your service on time, on budget and how we deal with difficult customers, handling and resolving complaints.
Understanding Customer Needs
As part of the HR team I deal with many varied customers. I need to make sure that everyone is dealt with fairly, in a timely manner and to be always being completely professional. I will provide 3 examples of customers which the HR Team deal with on a daily basis and the priority in the quires below:
Senior Staff / Team Leaders – Staff Performance
The senior managers are normally lead on this as they are the ones who will inform HR if the employee is underachieving in their current role. The line / senior managers would lead and if they required HR within this process they would only be there on an adversary level. The HR Team would respond to this within 2 working days.

Current Employees – Payroll queries
If a member of staff informs us that they have been paid incorrectly or they are missing overtime payments. The first step is to inform the employee that we are looking into this and someone should get back to them with 4 working days.
New Employees – Outstanding Information
The new employees query would generally go into a HR inbox and this would normally be regarding start dates, references (where they are up to), any queries on contracts etc. This is generally answered within 5 working days
As with any other department everyone’s query is a priority but I think it is important for me and the HR Team to manage our time effectively and in order for this I would prioritise by the deadlines. I would always contact everyone to reassure that their query is important and that we are looking into this and get back to them as soon as we had all the relevant information.

Effective Communication
Effective communication is essential in every successful business. I am going to briefly explain 3 different ways of communication methods and how they have advantages and disadvantages:
Email – We as a company use emails on a daily basis and is probably the main form of communication. The advantages are that it is quick, easy, has an audit trail and can reach a lot of people at the same time. The disadvantages are it could be sent to the wrong person (someone with a similar name maybe causing a data protection breach), your tone can come across different to how it is meant to and in some circumstances you are not able to recall this.
Telephone – Again this is a method we use regularly as a company. The advantages are that this is quick method and direct, conversations can be private and it’s also easily accessible to most people. The disadvantages are your tone could come across how it is meant, there is no audit trail, people could say you never tried to contact them and you couldn’t read any body language.
Intranet – With us having our own marketing team on site this is updated as and when on site. The advantages are having the most up to date information of what is going on in the business, being able to access all policies. Pension information etc. The disadvantage is the information can take a while to upload and the internet access can go down.

Effective Service Delivery
Every department will have a Service Level Agreement in place so everyone can be working together and have the same outcomes within a timely manner. I am going to briefly explain how the SLA (Service Level Agreement) works within the Recruitment and Selection, it is going to explain the timescales, the budget, who deals with the difficult customers and how the complaints are handled and resolved.

Please see the timescales below for the Recruitment and Selection;
Once the advert for a new vacancy has been approved this has to be advertised within 2 working days
Once the advert has closed the shortlisting has to be done within 7 working days
The interview invites have to be sent out by email within 7 working days of completed shortlisting
All applicants need to be informed of the interview outcome and feedback provided within 7 working days
Conditional offer letter sent out by post to successful candidate within 3 days after the decision
The budget in which the recruitment team will work to are very strict due to costs on recruitment but due to finding the correct applicant whether it be the area where they live or the level of position. Please see below the guidance in which we work towards:
We only use agencies is only really used with jobs a salary of over £30,000 per annum
We advertise all our vacancies on free websites such as indeed and our own website
We do all our interviews using our own management team and office meeting rooms to minimise cost.
All feedback is given by telephone or email
Difficult Customers
When dealing with a difficult customer it is important that the team are dealing with the customer according to our company procedures as this could escalate to a grievance. Any form of communication needs to be correct and clear. As an organisation it is important we find out what the complaint is and how we go about fixing the problem. Explain to the customer they need to remain calm and making sure that any communication is clear and everything needs to be written as we are unable to accept anything verbal due to missing information.

How complaints are handled and resolved
All complaints are sent to the HR Team. This needs to be sent in a written format (letter, email etc.). The HR Team confirm with the customer within 5 working days of receiving the compliant explain how they are looking into the complaint and any extra evidence which they may require for this. Once this has been investigated a meeting would be arranged so we could interview the customer face to face where we could acknowledge the problem by listening to them and not interrupting, identify any key bits of the compliant, see if anyone needs to be interviewed and then look at how we could move forward. As a successful organisation we understand the importance of our reputation and how word of mouth could destroy this. That is why we offer excellent customer service and if all of the above has been followed up to our standard it will show the customer how professional our organisation is in dealing with any form of complaints.