Miss Wells P1+P2 20/02/2012 PERRY FULCHER

P1 Introduction: In this task I will describe the recruitment documentation used by Aviva. a) .Contract of employment . Job description and person specification .Application form b) Contract of employment: A contract of employment is a category of contractor used in labour law to attribute right and responsibilities between parties to a bargain. On the one end stands an "employee" who is "employed" by an "employer" improve this definition using the business text book . What this does is show what hours the person will work, what extras/additional benefits shall have and more importantly it makes expectations clear which is required from both the employee and the employer and if there are any problems the employee/employer can refer back to the documented contract. This is an example of Contract of Employment taken directly from the Aviva recruitment documents pack: Role Sector: Claims Hours Per Week: 35 Salary Range: 0-15,000 Additional Benefits: Flex time, pension, Aviva rewards, shares, annual bonus

Job description: The role of which someone has as a job in order to earn money and fulfil tasks. Improve this definition using the textbook Here is an example taken from the document: As a Claims adviser you ll deal with commercial property claims, from both customers directly and brokers. You ll need to have a great attitude to customer service and be able to make an informed decision when presented with various situations. The purpose of a job description is to allow the person to know the details which entail what requirements they need to meet and other information such as working times and salary. The employer needs to have clear understanding of the job role so that he/she can give the job role to the applicant who best suits the job description. It is important for the applicant to know what the job requires and consists of (such as qualifications, or working hours for example) so that they can check to see if they have the right qualifications and spare time to be able to perform the job role. This is beneficial because if the people didn t know what requirements there were, lots of more applicants would apply for the job without knowing whether they are capable of doing the job itself and also applicants may not feel confident that they are not the right person for the job, therefore the employer is losing out on a hire opportunity. Person specification: The specification of the skills, knowledge, experience and qualifications required of a post holder. This is used to find out if the person meets all the required skills to achieve the employers standard/satisfaction. Aviva needs to do this so that they can have a person with enough skills and knowledge so that they can perform the job role as effectively as Aviva requires. Here is the personal specification that entails the skills needed to have the role of Claims Handler . Essential Knowledge and Skills: English and Maths skills Good communication and time management skills Desirable Knowledge and Skills Customer service experience desired Telephony skills inbound & outbound Previous claims experience Ability to negotiate claims settlement Dealing with commercial property claims via telephone, email and post. Relationship building Effective communication Provide quality advice

Miss Wells P1+P2 20/02/2012 PERRY FULCHER

Investigate / settle claims Plan / prioritise own workload

Application form: This is a form which someone fills so that they can give it to and employer and hopefully get a job they have chosen. Here are examples of information which is needed on an application form: First name, Post code, Email, Telephone, Mobile, Working rights in the UK, Availability, Skills, Salary/Rate. The purpose of an application form is to be able to select the best potential worker, which may lead to an interview with that person. Also, it is to be able to understand the candidate in a little more detail so that the employer can choose whether they are best suited/able enough to take the job. Why would Aviva need this information. Why is it helpful to have it before the interview? How can it help with shortlisting? P2 Introduction: I am going to describe the main employability, personal and communication skills required when applying for the job roles of Claims Handler at Aviva. C)These are the basic skills required for most businesses: .Literacy and communication .Numeracy-your ability to work with numbers .Team working your ability to work productively within a group .Project management your ability to plan and deliver projects. .Business and customer awareness your ability to understand the goals of a business and the needs of its customers. .Problem solving-solving your ability to work through problems and find solutions. .Self-management your ability to manage your work and your personal development. .IT skills your ability to use a computer for basic business tasks such as creating documents and emailing .Language and culture skills your ability to speak more than one language and having experience of other cultures.

Employability skills

What are the requirements for the job?

English and maths are the main subjects you should be qualified in.

suitable qualifications- You should have qualifications which are suitable for the job role. experience in similar role- It is recommended that you have experience which is similar or related to the job placement you are applying for. knowledge of products/services- This means that you must have a basic knowing of what products/services the business offers. Experience of specific industry- This means that you should have experience with a

Customer service experience, Previous claims experience (desirable), dealing with commercial property claims via telephone, email and post. Youll deal with commercial property claims, from both customers directly and brokers. Telephony skills inbound and outbound. Previous claims experience

Miss Wells P1+P2 20/02/2012 PERRY FULCHER

specific type of industry. effectiveness in meeting personal and team/departmental targets- This means that you should have self-motivated ambitions and drive to achieve the targets set by the business. ability to observe and raise professional standards of production/service delivery- You have to follow all the standard procedures and work to your best ability and follow the rules set by the organisation.
Plan/prioritise your workload.

Youll need to have a great attitude to customer service and be able to make an informed decision when presented with various situations. . Provide quality advice Conduct yourself in an appropriate and professional manner

Other? Personal and communication skills

Youll need to have a great attitude Patient- You must be patient when talking to people and generally patient with things when contacting customers and be able to make informed decisions when at work. presented with various situations. This includes being patient and being compliant with the customer.

Hardworking- This means that you shouldnt be lazy at work. Instead, you put in the effort to get the job done as effectively as possible. able to work as part of a team- You should feel comfortable and co-operative when working within a group of people. good interpersonal skills- This means that you should have a positive attitude towards work and people alike so you can promote positive relationships in the workplace and therefore enabling the job to be completed more efficiently. cooperating with others e.g. line managers, colleagues- This means that you follow orders from people and you are friendly with colleagues.

Provide quality advice Effective communication Devote your full attention to your work

Effective communication

Good communication with customers. Working as part of a team youll continually learn in the role to be able to support the variety of customers and claims.

Relationship building We have about 125 in the wider claims team youll be part of a smaller team of approximately 15 people reporting directly to a team manager. Working as

Miss Wells P1+P2 20/02/2012 PERRY FULCHER part of a team youll continually learn in the role to be able to support the variety of customers and claims.

negotiation e.g. in seeking agreements, resolving conflicts, agreeing targets, agreeing budgets.- This means that you can handle situations at work such as arguments between yourself and someone or other employees. It also means that you can make both parties agree so that it is a winwin situation. interviewing skills- You should be able to interview customers or clients effectively to encourage sales or improve customer relationships will be useful to many organisations. Listening skills, body language- You should show a positive attitude when speaking to others by listening to what they have to say, even if it may not be of interest for example. You should show eye contact and not slouch. Other?

Youll need to have a great attitude to customer service and be able to make an informed decision when presented with various situations.

Effective communication Youll negotiate settlements and develop a sound technical knowledge to be able to respond to customers enquiries. You should deal with commercial property claims via telephone, email and post politely and formally.

G) Strengths: Resilience MEDIUM This is good, but there is room for improvement. One way to do this is by reviewing rejections as learning opportunities rather than failures. SELF EFFICACY I scored MEDIUM for self efficacy. This suggests that you have a reasonable understanding of your own abilities, but there is room for improvement. An employer is more likely to have faith in your abilities if you have faith in your abilities! Your time orientation I tend to be predominantly present fatalistic focused. Past positive focus I scored MEDIUM for past positive focus. This means that I enjoy thinking about the good things that have happened to me in the past and often maintain strong ties with friends and family. Present hedonistic focused I scored LOW. Present hedonistic focused people are likely to be quite impulsive and adopt a live for today attitude . These can be very likeable attributes, but when looking for a job it is important to ensure that they

Miss Wells P1+P2 20/02/2012 PERRY FULCHER

don t divert attention away from future-focused activities like application forms and interview preparation. This might mean a little less enjoyment today but it will be worth it in the long run. Present Fatalistic Focused Present Fatalistic focused people tend to feel that they don t have much control over the future. This can be unhelpful when looking for a job. Those scoring highly on this component of time orientation might, for example, be inclined not to prepare properly for an interview if they don t think they can affect the outcome. I scored HIGH. FUTURE FOCUS FUTURE FOCUSED people are likely to be ambitious, to have clear goals and make to do lists. These are fantastic attributes when it comes to finding a job, as well as in the workplace itself. But over-focusing on the future can be detrimental I scored MEDIUM for future focus. Wasted time I scored HIGH which is good news. Employers consider this kind of approach very valuable and it will also help you in your job hunt. Self reliance I scored MEDIUM which is pretty good. It s important to have the confidence to act independently, without being afraid to ask for help when you need it. Leisure work preference I scored MEDIUM which means I value your leisure time, but not to an extreme. A healthy leisure-work balance is important, both for your general wellbeing and so that I am as productive as possible at work. Hard work I scored HIGH which means I have a very good attitude to work. Believing in the connection between hard work and success might sound obvious, but not everyone thinks this way. If I can maintain this attitude, even when the going gets tough, I am much more likely to achieve my potential.

Weaknesses: PAST POSITIVE FOCUS Medium: They can also be very resistant to change, resulting in a cautious approach to finding the right job. Getting a new job often involves change, and people who score highly on this component might benefit from trying to adopt a more future-focused attitude in their search for the right job. PAST NEGATIVE FOCUSED I scored HIGH for past negative focus. This means that I tend to dwell on negative things that have happened in the past, such as an unsuccessful interview. H) On excel Doc I) I think that at the end of this course I will have possession of different attributes which will make me suitable for the position because I will have a basic understanding of basic language, I already have good communication skills such as being nice and co-operative with colleagues, I am able to meet set deadlines, I have learned how to understand and handle data in businesses such as Norwich City Football Club, know how businesses operate and how they make profits through different pricing strategies and I can work under pressure because of my drive and ambitious attitude towards work.