SITXHRM004 Report: Staff Recruitment, Selection, and Induction Process

This assignment solution for SITXHRM004 focuses on the processes of recruiting, selecting, and inducting staff. It includes a position acquisition form, meeting minutes discussing job descriptions and selection criteria, a revised job description for a Customer Service Manager, and the development of selection criteria. The document outlines the stages of the recruitment process, including advertising, screening, and interviews, detailing the composition of the selection panel and interview techniques used. It also features sample interview questions with scoring. Furthermore, the assignment provides a sample job advertisement and the criteria for candidate selection. The report offers a comprehensive overview of the steps and considerations involved in effectively managing the recruitment and induction of new staff members.

SITXHRM004
Recruit select and
induct staff

Contents
MAIN BODY..................................................................................................................................1
PART 1........................................................................................................................................1
Task 1.......................................................................................................................................1
Task 2.......................................................................................................................................2
Task 3.......................................................................................................................................8
Task 4.....................................................................................................................................10
Part 2..........................................................................................................................................14
Task 1.....................................................................................................................................14
Task 2.....................................................................................................................................15
Part 3..........................................................................................................................................17
Task 1.....................................................................................................................................17
Task 2.....................................................................................................................................21
REFERENCES..............................................................................................................................24

MAIN BODY
PART 1
Task 1
Position Acquisition Form Details
Department: Customer services
Position Title: Customer services manager
Number of Positions
& reason for hiring:
1 and the main reason behind initiating this recruitment drive is
because of the previous manager duly retiring
Department
Manager:
The HR manager
Advertisement Details:
Advertisement: The main sources of advertisement that should
be used for this recruitment drive are video
messaging along with use of social media to
attract more candidates
Position Information
Expected Salary: $10000 per month
Position Type Casual Temporary Full-Time
Specific Duties  Maintaining productive business relationships
 Preparing effective reporting process for the
company
 Spearheading quality control and improvement
initiatives
Any suggestions for selection criteria
1

The selected candidate should be proficient in managerial working and day to day office
work handling. They must possess key acumen related to handling customer complaints and
dealing with inconveniences with the public related to the experience with the company. Added
knowledge or experience regarding quality control or operations management will also be a plus.
Approval
 Approved By: HR manager
 Sign:
 Date: 25/6/2022
Task 2
Meeting minutes
A meeting with the HR manager was held regarding the proposed job description and
selection criteria before seeking approval for the recruitment drive and the major details have
been highlighted below via the recorded meeting minutes.
MEETING MINUTES
Meeting started at 09:30 AM sharp
DATE: 26/6/2022 TIME: 9:30 AM
LOCATION The company
boardroom
MEETING
TYPE
Official meeting
MEETING CALLED BY The HR officer TIME KEEPER The HR officer
SCRIBE The HR manager
ATTENDEES The HR manager and the HR officer
OTHER PRESENT Operations manager, the HR department
ABSENTEES The HR assistant and junior HR manager
2

Main points discussed
 The proposed job description for the position of customer services manager
 The chosen selection criteria for the candidate
 The choice of advertisement involved in the recruitment process
Decisions taken
 The JD which was prepared for the job needed some revision as some key duties and
responsibilities of the job position were missing
 The selection criteria needed to be more specific as the candidate being selected is in
charge of very important organizational duties
 The suggestion to run video messaging as advertisement of choice was rejected by
the HR manager and instead, use of print media advertising was chosen as the way
forward
Documents provided / Circulated
 The company’s policies and procedures regarding recruitment
 The company’s vision, mission and value statement
 The prepared job description
 The proposed position acquisition form
Next meeting
The next meeting has been scheduled to take place next week and will highlight the quality
of recruitment drive that took place for the position of the customer services manager along with
the candidates which have been finalized on the basis of the selection criteria.
Job Description
3

A revised job description has also been prepared in relation to the job opening which has
undergone revision to make the responsibilities clearer which are listed herein.
Position Title:Customer Service Manager
Department: Frontline Management
Department Function: Support the organisation’s strategic directions by providing a
professional, transparent client centred service.
Position Function: Establish and maintain an efficient and effective process for liaison,
relationship development & quality assurance with all stakeholders.
Reports to: CEO
Supervises: 11 staff
Responsibilities
1. Build and maintain productive business relationships with key stakeholders to ensure
cooperation and smooth service delivery.
Frequency: Daily
Performance Measures:
 Feedback
 Participation in stakeholder meetings
2. Coordinate meetings in relation to operational planning for services
or projects.
 Prepare agendas
 Invite participants
 Collate & prepare reports
 Develop action plan & monitoring processes
 Make recommendations to key stakeholders in relation to operational matters
Frequency: Monthly
4

Performance Measures:
 Feedback
 Number of meetings
 Participation of key stakeholders in meetings
 Action plans in place
 Milestones met
 Time to serve
 Cost to serve
3. Develop an efficient and effective reporting process.
 Liaise with key stakeholders to determine reporting requirements
 Collate reports & identify points of relevance for specific stakeholders
 Report on Quality Assurance performance for each service area
Frequency: Monthly
Performance Measures:
 Accuracy & timeliness of reports
 User feedback
4. Implement quality assurance and continuous improvement
initiatives.
 Identify best practice delivery and support processes for service areas
 Assist in development of solutions
 Monitor, review and assess new initiatives
 Monitor work practices & implement ongoing improvements to ensure safe work
practices
Frequency: As required
Performance Measures:
 Number of new initiatives implemented
 Stakeholder response to new initiatives
 Industry benchmarks
5

5. Manage the day to day operations of the department
 Plan and allocate work
 Monitor service delivery & staffing rosters Performance Measures:
 Feedback
 Client satisfaction
 Ensure adequate level of resources to support operational priorities
 Monitor and manage staffing related issues
 Conduct performance reviews & identify training & development needs
Frequency: Daily
Performance Measures:
 Adherence to operational procedures
6. Assist in the development & implementation of policy & guidelines in relation to the
provision of quality assurance & strategic directions.
 Interpret relevant legislation & provide advice
 Regularly review existing policies and procedures Frequency: As required Performance
Performance Measures:
 Adherence to policy
 Accuracy of policies and procedures
 Stakeholder Feedback
7. Professional Development.
 Continuously look for ways to enhance own knowledge and learning
 Actively participate in professional development activities to ensure own knowledge and
skills are kept up to date
 Contribute to the development of a positive & productive team environment
 Provide ongoing professional development opportunities for all staff to comply with
national standards and security legislation
Frequency: Ongoing
Performance Measures:
6

 Participation in learning & development activities
 Staff satisfaction
 Staff capability to perform operational & strategic activities
8. Hiring and training new customer service agents
 Recruiting for the positon of customer service executives
 Tracking the professional progress of individuals working in the customer service
department
 Managing the performance of the customer service department of the hotel chain
Frequency: Depending on requirement
Performance measures:
 Employee performance management
 Key KPI’s related to customer satisfaction and engagement
Selection criteria
The selection criteria were also developed further and presented in front of the people
who attended the meeting and the final selection criteria has been submitted below to the senior
management.
Educational requirements
Graduate with at least 1 year of experience in a relevant business area
Preferences:
 Past work experience in the field of operations management or customer service
 Proficient in working with other departments
 Experienced in handling large scale projects
Skills required:
 Communication (both verbal and written)
7

 Project management skills
 Analytical thinking and problem solving skills
 Man management and customer grievance handling
Task 3
In order to move ahead with the recruitment drive for the purpose of hiring the customer
services manager, the selection process will include multiple stages which are designed in order
to filter out the best possible candidates. Some of the major stages which are included in the
selection process are as follows.
 Online and offline advertising through print media along with marketing on sites such as
LinkedIn and Indeed to receive mass number of applications
 A preliminary screening process which will filter out all the candidates which do not
possess the minimum qualification levels or degree of skill polishing required
 The remaining applicants will be then subjected to a preliminary interview process which
will give an initial estimate of the competencies and skill level possessed by them
 Then a final interview process will be subjected to select the best possible candidate
The selection panel will consist of various people belonging to separate field of business
administration such as the human resource manager, the operations manager along with the ex-
customer service manager who is on the verge of retirement as his input is very valuable. This
selection panel will enable the analysis of candidates from a diverse point of view.
The interview techniques which will be utilized are also given below in context of the
candidates being analysed and selected on the basis of the selection criteria.
 Behavioural interviews to judge the personality and attitude of the candidate along with
his communication skills
 Stress interviews to judge the spontaneous speaking skills and domain specific
knowledge of the candidate
8

Some of the questions which will be asked to the candidates along with the weightage has
been explained herein.
Job title: CUSTOMER SERVICES MANAGER
Date and time of interview: 28/6/2022
Selection panel: HR, Operations and ex-Customer Service manager
Applicant:
Question
Categories
Questions Applicant’s responses Weight
(1-2)
Score
(0-5)
Total
Work history/
Education and
Training
1. Where did you
previously work
before applying to
this company?
I have worked at an IT firm
before working in the
project management
department
1 3 3
2. Have you pursued
some extra courses
or attained other
training?
I have not pursued any
major training or extra
courses
1 1 1
Personality,
motivation and
character
3. Name one
experience at your
past job or
internship where
you overcame a
difficult situation
I got caught in a major
deadline and multitasked 3
different projects and got
them all done on time
2 4 8
9

Customer
Services Skills
Especially
Customer
Complaint
Handling skills
4. How do you start
your conversation
with a new lead on
the phone ?
I start off with greeting
them and offer my
gratitude then ask for their
input
1 3 3
5. Have you ever
handled customer
complaints
before?
I have dealt with such
complaints as many people
had server issues with our
software
2 3 6
Total score (skills and knowledge) 21
Task 4
Job Title: Customer service manager Date: 30/6/2022
Brief Description of Organization
 A major group of hotel chains under an international brand
 Highly acclaimed hospitality firm spread all over Australia
 Pioneering the way people are serviced for 15 years with more than 20 hotels across 5
major global locations
Job Summary:
 Duties or essential job functions
 Building positive relationships with customers and within business departments
 Undertaking cross departmental projects built around improving customer experience
 Developing an effective reporting process and chairing meetings for operational planning
 Other functions and responsibilities
10