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Centralizing Referral Queries – Process Guide

All referral queries must be logged in one ticket to avoid duplication, ensure proper tracking, and enable timely responses handled by the Sourcing Assistant.

Overview

To avoid missed and duplicated follow-ups, all referral-related queries must now be centralized into a single ticketing process.

This ensures:

  • No duplicate responses
  • Proper tracking of all referral concerns
  • Faster turnaround through a single point of handling

All outbound replies will be handled by Kat (Sourcing Assistant).

Scope

This process applies to ALL referral-related queries, including those received via:

  • staffservices@bw
  • applications@bw
  • payments@bw
  • Direct messages to:
    • SSPs
    • Recruitment Officers
    • Celso
    • Nicole
    • Xer

Process Steps

1. Create / Locate Ticket

  • Go to Staff Onboarding Ticket
  • Search for the referral’s name
    • If multiple referrals: select any one

2. Add Task

  • Navigate to the Recruitment Tab
  • Click “Add Task”

3. Input Complete Details

Ensure the following are clearly indicated:

  • Referrer Name
  • Referral Name(s)
  • Exact Query / Concern

4. Assign Correct Queue

  • Select: “Referral Incentive Query” from the Queue dropdown

Handling & Ownership

  • Sourcing Assistant  Kat will:
    • Pick up the task
    • Send the email response directly to the enquirer

Important Reminders

  • ❗ Do NOT reply directly to referral queries
  • ❗ Always log the query using this process
  • ❗ Ensure details are complete to avoid delays

Reference