Recruitment & Management: Improving Customer Service Performance

This report provides a detailed analysis of effective strategies for recruiting and managing customer service staff. It covers key aspects such as identifying necessary employee skills, adhering to EEO laws, and implementing effective training programs. The report also discusses the importance of background checks, reference checks, and structured interview processes in selecting suitable candidates. Furthermore, it explores methods for improving job advertisements, evaluating employee performance, and communicating with stakeholders. The document also delves into the specifics of induction programs, government subsidised traineeships, and the impact of business size on recruitment strategies, highlighting the importance of confidentiality and compliance with workplace health and safety legislation. It also contains sample interview questions, a position acquisition form, and a discussion of organizational policies affecting recruitment and induction.

ASSESSMENT 1
1. The new café needs to focus upon the recruiting employees which are as follow: -
 Prior experience in customer handling services
 Time efficient
 Skilled enough to facilitate quality services
 Can address customer grievance appropriately
2. The manager can consult with the other follow employees in order to identify the appropriate
specifications which are needs to excel as a customer service staff (Abbasi, AND ET.AL., 2020).
3. The manager should take the required permission and assistance from the higher department in
order to gain the respective acceptance for the chosen candidate in the recruitment process.
4. A job description highlights upon the essential roles, responsibilities and aspects of the job which
needs to be performed by the respective candidate applying for the job. Yes, it is recommended to
the manager to specify that the candidate must be disciplined, customer driven and assertive in their
area of work.
5. Background check and reference checks is essential for a medium sized firm in order to gain an
assurance in consideration with validated qualification, background etc. This will help the firm to
have appropriate personal details of the individuals which can be relied upon in case of any concern
or query (Dany and Torchy, 2017).
Interview are also one of them key integral components for the selectin process as it helps to assess
the personality and skills of the candidate in a series of systematic sequence.
6. The effectiveness of this given advertisement can be improved by stating the specific skills and
competencies which be required to fulfil the job requirement in the best capacity. Also, the holidays
and leaves should also be mentioned in the advertisements in order to facilities a clear perspective
to the candidate in regard with their weekly, monthly and yearly offs.
7. The five steps which needs to be considered by the managers are as follows: -
 Review the application
 Match the expected skills and competencies to the candidate’s profile
 Score them on the basis of their merit for the respective job
 Select the candidates who are most suitable for the given position
 Interview Call
8. The five processes which needs to be taken into consideration by the manager to ensure that the
employees to follow and adhere to the EEO laws are as follows: -
 No discrimination Policy

 Gender Equality
 Fair remuneration and treatment process
 A feedback portal of employees to express the concerns
 Reservation seats for disabled candidates in order to provide them a fair opportunity for
employment (Hmoud and Laszlo, 2019).
The Restaurant Industry Award can be facilitated to an individual who excels in their files of
operations within café and restrict business. In order to win this respective award, an employee
must possess the following below mentioned qualities: -
 An employee must have worked on a specific public holiday in order to be eligible for the
given award.
 Giving appraisal to employee dedicated employee.
 Promoting an employee.
9. The reference checkup process should be carried out in the initial stages of the selection
process in order to elevate the relevancy and effectiveness of the same.
The focus should be led upon maintain he transparency of the process in order to enhance the
outcomes of the same (Donohue Jr, 2020).
Specific conversation can be facilitated with the references in order to acquire a clear picture in
context to the same.
10. The two major question which can used by the managers in order to analyze the skill level
and competency set of the employees are as follows:
 If you are to communicate with an angry customer who is unhappy with the café’s
services, how would you deal with the same?
 Why should we hire you for the customer service designation?
11.
 Using social media
 Treating candidates like customers
 Considering past candidates
 Checking online resume
12. In order to communicate with the key stakeholder about the selection recommendations, a
manager must utilize Email mode for communication. The reason for the same can be stated as the
fact that Email is an official mode through which managers can reach out to their higher key
stakeholders in a sincere manner.
13. Letter of Offer can be characterized as a formal statement which consists of the key components
and provisions in regard with the employment of the same in specific business entity. The tree major

essentials within Letter of Offer for the designation of Customer service position are as follows
(Rozario, Venkatraman, and Abbas, 2019): -
 The necessary dates
 Compensation and Benefits
 Organization policies and procedures
14.
 Person specification
 Application form
 CV
 Job description
15
Checklist used by managers can facilitate record of new entry of staffs in the organisation
and would be helpful for managers in case of effective controlling and management techniques
(Herschberg, Benschop and van den Brink, 2018).
16
There are several recommendations which could be used in management firm to develop
better understanding of business problems. These could be implementation of effective
management, motivation and coordinating techniques.
17
 Flexible working hours
 Motivational techniques
 Effective training techniques
18
Role Responsibilities
Hiring manager  Recruit employees
 Decision-making
Contact Officer  Supporting employees
 Solving concerns
Selection committee  Creating resolutions
 Appointing members
19 Few features that differentiate induction program of a manufacturing sector from a service sector
have been discussed below.
 Tangibility- The manufacturing sector deals in the process which is tangible whereas the

service sector deals in services that are intangible in nature. This way in the induction
program they are introduced to the work environment in a different manner.
 Production procedure- The induction program facilitates that in manufacturing sector the
products are produced as inventory whereas in service sector, the services are offered in
accordance with the demand of the customers (Slavić, Bjekić and Berber, 2017).
 Physical location- In case of manufacturing sector, the physical location is necessary for the
induction program as the production unit needs to be visited and acquainted whereas in
service sector induction program, the physical location of the induction program may or may
not exist.
20 The use of government subsidised traineeships and apprenticeships for Australians have been
discussed below-
 The employers of Australian apprenticeships are eligible for financial assistance from the
government of Australia in order to hire, train as well as retain an apprentice. The Australian
trainee internships and apprenticeships.
 The Australian Government aims to fund free or at low fee for the training courses across
the country for the individuals who are seeking jobs. The population of job seekers include
young people along with school leavers.
 The Australian government has been into a partnership with the state as well as territory
governments in order to establish the job trainer fund of $1 billion. The Australian
government aims to provide $500 million to the fund that is a contribution from the state as
well as the territory governments (Brown and et.al., 2019).
 The Australian Government has launched the website, Your Career website that has been
launched in order to facilitate the individuals to take a next step in the career. Also, it has
been observed that the pandemic has changed the way of living of people as well as the
ways of working but there is still scope for the opportunities upon the horizon.
 An individual who has experienced changes to the career and have a certain way of thinking
or have a strong vision of the future, then the government has various clear and simple
career information for various age groups (Gardner, 2018).
21. I agree with they fact that nature and content of the job advertisements and communication
will the applicants depend upon the size as well as nature of the business. The justification
for the statement has been discussed below.
 If the size of the business is huge or large, The organisation is going to invest upon the
job advertisement that are effective and efficient. In order to attract suitable applicants
towards the organisation the large size organisation have huge funds to invest in the
process as ell. For example, they can hire consultancies. Also, the communication

process of the large organisation is quite formal and lateral.
 In the case of small organisations, the focus of the organisation is upon saving the cost
and hence they do not invest in costly job advertisements also, they have formal as well
as informal modes of communication for conveying the information (Lee and Mao,
2020).
22 The legislations that need to be considered in order to plan and recruit have been discussed
below-
 The fair work Australia Ombudsman- The legislation tends to be governed by the Fair work
Act 2009 as well as fair work regionalisations 2009. The fair work ombudsman aims to
promote the workplace that is healthy for the employees, contractors as well as employers
by providing various information regarding the advice of work rights as well as obligations.
 The Privacy act- The privacy act 1988 is a law that aims to monitor the regulation as well as
handling the personal as well as private information of the various individuals. The personal
and private information include, names, signatures, date of births, contact numbers,
addresses, bank details, medical records, etc.
 Another legislation is Workplace Health and safety Act (Carrero, Krzeminska and Härtel,
2019).
23 The various key organisational policies that will have an impact over the recruitment, selection
as well as induction policy have been discussed below.
 Advertise
 Merit
 Confidentiality
The organisational policy that has been discussed in the report is confidentiality. It states that the
organisation must conduct the recruitment and selection policy in a confidential manner. The
organisation musty makes sure that there is no collusion between the applicants as well as the
management. Also the no information of the applicant must be leaked from the side of the selection
committee (STĂNESCU, IONIȚĂ and IONIȚĂ, 2020).
ASSESSMENT 2
Task 1
Position Acquisition Form details
Department: Customer Service
Position Title: Customer Service manager

Number of Positions 2
& reason for hiring: Business Expansion
Department Customer Service
Manager:
Advertisement Details: (Specify briefly what advertisement media you are going to use)
Advertisement: Print media
Position Information
Expected Salary: £10k – £15k
Position Type Casual ( )
Temporary ( )
Full-Time (Yes )
Specific Duties  Conducting periodic research and analysis in the market
 Identification of the target markets and the ways to reach
them
 formulation of innovative marketing strategies
 Preparation of budgets
 Collaboration with the sales and sourcing in order to
develop the strategic partnership activities and further
implementation of framework execution as well as
strategic plan on the identified opportunities
 To develop and lead the marketing team in order to
develop and execute the new concepts, business models,
channels as well as partners in order to position as
innovator and a leader
Any suggestions on Selection Criteria

_________________________________________________________________________
_________________________________________________________________________
Approval
Approved By:
Sign:
Date:
Task 3
INTERVIEW GUIDE TEMPLATE
Job title: CUSTOMER SERVICES MANAGER
Date and time of interview:
Selection panel:
Applicant:
Questions and weighting
Question
categories
Questions Applicant's responses Weight
(1-2)
Score
(0-5)
Total
Work history/
Education and
Training
1 Give a brief
intro about
your academic
achievements
I am a University graduate in the
field of marketing from Stanford
University
2 4 8
2 Give details
about your
work
experiences
I have approximately 8 years of
experience in the same field of
customer service in the
hospitality industry
2 4 8
Personality,
motivation and
3 How much
important are
the soft skills
in perspective
The soft skills old a significant
importance in order to engage
and communicate with the peers
and further helps n team
2 3 6

character of an
individual
building.
Customer
Services Skills
especially
Customer
Complaint
Handling skills
4 How will
you handle the
grievances of
the customers
An optimistic approach shall be
used and polite tone must be
used. Listening skills will play a
huge role in providing
satisfaction to the customer
2 4 8
5 How will
you deal with
an angry
customer who
has lost the
luggage
The customer will be calmed
down and assurance will be
given regarding the finding
procedures of the luggage.
1 4 4
Total score (Skills and knowledge) 26
Scoring – applicant’s answers should be scored as follows
0 No answer given or
answer
completely irrelevant.
No
examples given.
2 Some points covered, not
all relevant. Some
examples given.
4 Good answer. Relevant
information. All or most
points covered. Good
examples.
1 A few good points but
main
issues missing. No
examples/irrelevant
examples given
3 Some points covered.
Relevant information
given.
Some examples given
5 Perfect answer. All
points addressed. All
points relevant. Good
examples.
Weighting – questions can be weighted 1 (low importance) or 2 (high importance) to reflect their
overall importance to the position.
Task 4
International Hotel group
International Hotel group is an internationally reputed hospitality organisation that aims at
providing high class customer service to their customers. We are looking for expansion of the
business and thus we are looking forward the suitable candidates for the candidates who can join
immediately.
CUSTOMER SERVICE MANAGER
Key responsibilities-
 Conducting periodic research and analysis in the market

 Identification of the target markets and the ways to reach them
 formulation of innovative marketing strategies
 Preparation of budgets
 Collaboration with the sales and sourcing in order to develop the strategic partnership
activities and further implementation of framework execution as well as strategic plan on
the identified opportunities
 To develop and lead the marketing team in order to develop and execute the new concepts,
business models, channels as well as partners in order to position as innovator and a leader
Skills and Qualification
 University graduate in the field of marketing as well as business management
 Minimum 8 years of experience in the same field
 organisational and planning skills
 Excellent spoken and written communication
 Creative approach
 Ability to work under pressure
The organisation is known for its stimulating work environment and further provides competitive
salaries along with beneficial perks. The organisation will provide an opportunity to have an
exposure in the dynamic and growing industry. It is an opportunity to be a part of vibrant and
interactive culture and it is trained to be a part of focussed and highly motivates team.
The interested and suitable candidates can contact at-
International Hotel group, Park street, London, United Kingdom

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