2. What attracted you to apply for a position with the Health and Safety Executive?
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Saving... jbliGwMQ Health and Safety Executive {"required":[],"optional":[{"id":"queXgdYb","grouping":"General Questions","question":"Can you tell us a bit about yourself and your experience relevant to this role?"},{"id":"queWmJq2","grouping":"General Questions","question":"What attracted you to apply for a position with the Health and Safety Executive?"},{"id":"querCisc","grouping":"Customer Service Experience","question":"Describe a time when you dealt with a challenging customer. How did you handle the situation?"},{"id":"queWgwTn","grouping":"Customer Service Experience","question":"How do you ensure that you remain calm and professional when managing high-pressure or emotionally charged calls?"},{"id":"queBat4n","grouping":"Communication Skills","question":"This role requires excellent verbal and written communication skills. Can you provide an example of how you’ve effectively communicated complex information to someone with little knowledge of the subject?"},{"id":"queBPwbG","grouping":"Communication Skills","question":"How would you ask open questions to gather information from a caller who is upset or distressed?"},{"id":"queR11YH","grouping":"Empathy and Compassion","question":"Can you share an experience where you demonstrated empathy in a work setting? How did it impact the situation?"},{"id":"queeKBw0","grouping":"Empathy and Compassion","question":"How do you balance the need for professionalism with the need to be compassionate when responding to calls about sensitive issues?"},{"id":"quepPAgZ","grouping":"IT Skills and Record Keeping","question":"Describe your experience with using IT systems in a previous role. Which systems have you used, and how comfortable are you with learning new systems?"},{"id":"ques9BzM","grouping":"IT Skills and Record Keeping","question":"How do you ensure the accuracy and confidentiality of the information you log and record in corporate systems?"},{"id":"quegwknW","grouping":"Organisational and Time Management Skills","question":"How do you prioritise your workload when you have multiple tasks to complete in a short timeframe?"},{"id":"quepOob8","grouping":"Organisational and Time Management Skills","question":"Can you provide an example of a time when you had to manage conflicting deadlines? How did you handle it?"},{"id":"queJ9ROE","grouping":"Analytical Skills","question":"How do you approach analysing information from different sources to make decisions? Can you provide an example?"},{"id":"quefPM8j","grouping":"Analytical Skills","question":"Describe a situation where you identified an area for improvement in a process. What did you do to address it?"},{"id":"queG8z56","grouping":"Initiative and Collaboration","question":"Can you discuss a time when you suggested a new way of working that improved efficiency or service quality?"},{"id":"quecoHeg","grouping":"Initiative and Collaboration","question":"How do you collaborate with colleagues and external partners to ensure that customer needs are met effectively?"},{"id":"queY4CQY","grouping":"Fit with Organisational Values","question":"The HSE aims to protect people and places. How do you see your role contributing to this mission?"},{"id":"quepNAEp","grouping":"Fit with Organisational Values","question":"Why do you believe continuous improvement is important in a customer service role, especially in the context of health and safety?"},{"id":"queuQ9rf","grouping":"Closing Questions","question":"What do you see as the biggest challenge in this role, and how would you approach it?"}]} ![]()
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Practice Interview
Customer Services Officer (Band 6/AO) • Bootle
Health and Safety Executive
Thank you for your interest in the position of Customer Services Officer (Band 6/AO)
in Bootle
with Health and Safety Executive.
Health and Safety Executive
This is a video practice interview and we use your
computer's webcam & microphone device's camera phone's camera
to record your answers.
We record your answers one at a time. The whole thing should take you less than five minutes.
We record your answers one at a time. The whole thing should take you less than five minutes.
Interview Progress What to expect
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Then, we'll ask you to answer one or more questions of your choice from the list below:
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1. Can you tell us a bit about yourself and your experience relevant to this role? Can you tell us a bit about yourself and your experience relevant to this role?
2. What attracted you to apply for a position with the Health and Safety Executive? What attracted you to apply for a position with the Health and Safety Executive?
3. Describe a time when you dealt with a challenging customer. How did you handle the situation? Describe a time when you dealt with a challenging customer. How did you handle the situation?
4. How do you ensure that you remain calm and professional when managing high-pressure or emotionally charged calls? How do you ensure that you remain calm and professional when managing high-pressure or emotionally charged calls?
5. This role requires excellent verbal and written communication skills. Can you provide an example of how you’ve effectively communicated complex information to someone with little knowledge of the subject? This role requires excellent verbal and written communication skills. Can you provide an example of how you’ve effectively communicated complex information to someone with little knowledge of the subject?
6. How would you ask open questions to gather information from a caller who is upset or distressed? How would you ask open questions to gather information from a caller who is upset or distressed?
7. Can you share an experience where you demonstrated empathy in a work setting? How did it impact the situation? Can you share an experience where you demonstrated empathy in a work setting? How did it impact the situation?
8. How do you balance the need for professionalism with the need to be compassionate when responding to calls about sensitive issues? How do you balance the need for professionalism with the need to be compassionate when responding to calls about sensitive issues?
9. Describe your experience with using IT systems in a previous role. Which systems have you used, and how comfortable are you with learning new systems? Describe your experience with using IT systems in a previous role. Which systems have you used, and how comfortable are you with learning new systems?
10. How do you ensure the accuracy and confidentiality of the information you log and record in corporate systems? How do you ensure the accuracy and confidentiality of the information you log and record in corporate systems?
11. How do you prioritise your workload when you have multiple tasks to complete in a short timeframe? How do you prioritise your workload when you have multiple tasks to complete in a short timeframe?
12. Can you provide an example of a time when you had to manage conflicting deadlines? How did you handle it? Can you provide an example of a time when you had to manage conflicting deadlines? How did you handle it?
13. How do you approach analysing information from different sources to make decisions? Can you provide an example? How do you approach analysing information from different sources to make decisions? Can you provide an example?
14. Describe a situation where you identified an area for improvement in a process. What did you do to address it? Describe a situation where you identified an area for improvement in a process. What did you do to address it?
15. Can you discuss a time when you suggested a new way of working that improved efficiency or service quality? Can you discuss a time when you suggested a new way of working that improved efficiency or service quality?
16. How do you collaborate with colleagues and external partners to ensure that customer needs are met effectively? How do you collaborate with colleagues and external partners to ensure that customer needs are met effectively?
17. The HSE aims to protect people and places. How do you see your role contributing to this mission? The HSE aims to protect people and places. How do you see your role contributing to this mission?
18. Why do you believe continuous improvement is important in a customer service role, especially in the context of health and safety? Why do you believe continuous improvement is important in a customer service role, especially in the context of health and safety?
19. What do you see as the biggest challenge in this role, and how would you approach it? What do you see as the biggest challenge in this role, and how would you approach it?
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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nCustomer Services Officer (Band 6/AO) with Health and Safety Executive in Bootle, England, United Kingdom\n\nBootle Job Summary We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places across England, Scotland and Wales. Our contribution is to protect people at work, members of the public, employees, employers and residents who are impacted by a work-activity and by ensuring risks are properly managed. The team is a front-facing, high volume, fast-paced, operational, front-line team. In 2023/24 the team received 52k new workplace health and safety concerns (report a health and safety problem), and advice requests. In our efforts to continuously improve, we seek to adopt the digital approach as opportunities arise. We are looking for motivated and dedicated customer focused people to join the team to play an important role in ensuring that HSE provides a professional response to Health and Safety Concerns, Advice requests and Building Safety enquiries within strict deadlines. Job Description You will be working on behalf of Customer Services in a contact centre, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to the HSE website and/or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information. Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach. As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties. You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely. Key Responsibilities; Answer monitored telephone calls in a professional manner, asking open questions to establish facts. Need to show empathy and compassion. Be expected to develop a good understanding of the Enforcing Authority Regulations (training will be provided) to identify if the matter is enforced by HSE or another organisation. Set up companies and cases on corporate systems. Monitor and respond to emails, including sending links from our website to relevant customers; and Deal with post, scanning letters, and redirecting post to other parts of the organisation. We invest in our people and look to develop an academy of talent. In the last four years, thirty-four of our customer services family have been promoted within the civil service. If you want your civil service journey to begin in our great team, we look forward to receiving your application. You will be working on behalf of Customer Services in a contact centre, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to the HSE website and/or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information. Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach. As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties. You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely. Key Responsibilities; Answer monitored telephone calls in a professional manner, asking open questions to establish facts. Need to show empathy and compassion. Be expected to develop a good understanding of the Enforcing Authority Regulations (training will be provided) to identify if the matter is enforced by HSE or another organisation. Set up companies and cases on corporate systems. Monitor and respond to emails, including sending links from our website to relevant customers; and Deal with post, scanning letters, and redirecting post to other parts of the organisation. We invest in our people and look to develop an academy of talent. In the last four years, thirty-four of our customer services family have been promoted within the civil service. If you want your civil service journey to begin in our great team, we look forward to receiving your application. Person specification We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on existing customer focused skills. Essential Skills & Criteria; Experience of working in a front-line delivery role. Excellent written and verbal communication skills to convey information concisely. Proficient IT skills to allow for accurate and timely recording of information. Ability to log and record information appropriately in the correct systems. Excellent organisational and time management skills. Analytical skills to digest and interpret information from a range of sources. Ability to use your own initiative, intuition, and communication skills. Ability to seek out new and improved ways of working, make suggestions to colleagues and managers and always strive to do deliver to high standards. As per HSE’s Hybrid Working Policy, you will be required to attend the HSE Bootle office a minimum of 2 days per week. During training you will be required more often. Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Delivering at Pace We only ask for evidence of these behaviours on your application form: <u"}