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Saving... jbliu880 UK Civil Service {"required":[],"optional":[{"id":"queX0aed","grouping":"Communication Skills","question":"Can you describe a time when you had to explain a complex issue to a customer? How did you ensure they understood?"},{"id":"queNuqKD","grouping":"Communication Skills","question":"What strategies do you use to communicate effectively with customers who may be upset or frustrated?"},{"id":"queID4kp","grouping":"Communication Skills","question":"How do you adapt your communication style when dealing with different types of customers?"},{"id":"quemvEL6","grouping":"Customer Service Orientation","question":"Can you provide an example of when you went above and beyond to deliver a great customer service experience?"},{"id":"queFnIa4","grouping":"Customer Service Orientation","question":"What do you believe constitutes excellent customer service, particularly in a public service environment?"},{"id":"que0EKSJ","grouping":"Customer Service Orientation","question":"How would you handle a situation where a customer is dissatisfied with the service they received?"},{"id":"qued4RfR","grouping":"Problem-Solving and Resilience","question":"Describe a challenging situation you faced in a previous role and how you resolved it."},{"id":"queG99G6","grouping":"Problem-Solving and Resilience","question":"How do you maintain your motivation and remain positive in a demanding work environment?"},{"id":"quetd0CY","grouping":"Problem-Solving and Resilience","question":"Can you share an experience where you successfully resolved a conflict or disagreement?"},{"id":"quePbpDm","grouping":"Adaptability and Flexibility","question":"How do you manage your time and priorities when dealing with multiple customer queries or tasks?"},{"id":"queJImhW","grouping":"Adaptability and Flexibility","question":"Describe a time when you had to adapt quickly to a change in policy or procedure in the workplace. What did you do?"},{"id":"queNoQ5z","grouping":"Technical and Basic Maths Skills","question":"This role involves handling customer records and basic financial transactions. Can you discuss your experience with data entry and numerical accuracy?"},{"id":"quefxy2E","grouping":"Technical and Basic Maths Skills","question":"How comfortable are you with performing basic mathematical calculations quickly and accurately? Could you provide an example?"},{"id":"que2KLI1","grouping":"Understanding of the Role","question":"What do you understand about HMRC's role in the UK and how do you think this impacts customer service delivery?"},{"id":"queQ05Ju","grouping":"Understanding of the Role","question":"Given the nature of the role, how do you think working as a Customer Service Advisor at HMRC differs from other customer service positions?"},{"id":"queMMtrz","grouping":"Teamwork and Collaboration","question":"Can you talk about a time you worked effectively as part of a team? What was your role and the outcome?"},{"id":"queRATFB","grouping":"Teamwork and Collaboration","question":"How would you approach working with colleagues who have different working styles or opinions?"},{"id":"queMfQO8","grouping":"Commitment and Long-term Career Goals","question":"Why are you interested in working for HMRC, and what are your long-term career aspirations within the Civil Service?"}]} ![]()
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Practice Interview
Practice Interview
Customer Service Advisor - Manchester 394R nFTA • Manchester
UK Civil Service
Thank you for your interest in the position of Customer Service Advisor - Manchester 394R nFTA
in Manchester
with UK Civil Service.
UK Civil Service
This is a video practice interview and we use your
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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.
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1. Can you describe a time when you had to explain a complex issue to a customer? How did you ensure they understood? Can you describe a time when you had to explain a complex issue to a customer? How did you ensure they understood?
2. What strategies do you use to communicate effectively with customers who may be upset or frustrated? What strategies do you use to communicate effectively with customers who may be upset or frustrated?
3. How do you adapt your communication style when dealing with different types of customers? How do you adapt your communication style when dealing with different types of customers?
4. Can you provide an example of when you went above and beyond to deliver a great customer service experience? Can you provide an example of when you went above and beyond to deliver a great customer service experience?
5. What do you believe constitutes excellent customer service, particularly in a public service environment? What do you believe constitutes excellent customer service, particularly in a public service environment?
6. How would you handle a situation where a customer is dissatisfied with the service they received? How would you handle a situation where a customer is dissatisfied with the service they received?
7. Describe a challenging situation you faced in a previous role and how you resolved it. Describe a challenging situation you faced in a previous role and how you resolved it.
8. How do you maintain your motivation and remain positive in a demanding work environment? How do you maintain your motivation and remain positive in a demanding work environment?
9. Can you share an experience where you successfully resolved a conflict or disagreement? Can you share an experience where you successfully resolved a conflict or disagreement?
10. How do you manage your time and priorities when dealing with multiple customer queries or tasks? How do you manage your time and priorities when dealing with multiple customer queries or tasks?
11. Describe a time when you had to adapt quickly to a change in policy or procedure in the workplace. What did you do? Describe a time when you had to adapt quickly to a change in policy or procedure in the workplace. What did you do?
12. This role involves handling customer records and basic financial transactions. Can you discuss your experience with data entry and numerical accuracy? This role involves handling customer records and basic financial transactions. Can you discuss your experience with data entry and numerical accuracy?
13. How comfortable are you with performing basic mathematical calculations quickly and accurately? Could you provide an example? How comfortable are you with performing basic mathematical calculations quickly and accurately? Could you provide an example?
14. What do you understand about HMRC's role in the UK and how do you think this impacts customer service delivery? What do you understand about HMRC's role in the UK and how do you think this impacts customer service delivery?
15. Given the nature of the role, how do you think working as a Customer Service Advisor at HMRC differs from other customer service positions? Given the nature of the role, how do you think working as a Customer Service Advisor at HMRC differs from other customer service positions?
16. Can you talk about a time you worked effectively as part of a team? What was your role and the outcome? Can you talk about a time you worked effectively as part of a team? What was your role and the outcome?
17. How would you approach working with colleagues who have different working styles or opinions? How would you approach working with colleagues who have different working styles or opinions?
18. Why are you interested in working for HMRC, and what are your long-term career aspirations within the Civil Service? Why are you interested in working for HMRC, and what are your long-term career aspirations within the Civil Service?
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{"interviewQueryText":"What are some good interview questions in British English for the job description below?\n\n-------------------------------------------\n\nCustomer Service Advisor - Manchester 394R nFTA with UK Civil Service in Manchester, England, United Kingdom\n\nContents Location About the job Benefits Things you need to know Apply and further information Location Manchester About The Job Job summary Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what its really like to work at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. At HMRC we have a vital purpose. We help people pay the correct amount of tax and provide financial support to families and individuals. We make sure money is available to fund the UKs public services such as hospitals and schools, answering around 50 million calls and handling 15 million items of customer correspondence every year. Our services support customers on behalf of the entire department, dealing with a broad range of different and complex customer enquiries. This is a great chance to start your career with HMRC and we offer real opportunities to progress and develop your career with us or the wider Civil Service if you choose. Were striving to be the best customer service organisation in the UK, and we need enthusiastic people to help us achieve this. Job Description Our Customer Service Advisors are the voice of HMRC, using their brilliant communications skills to give our customers the best possible experience. Your primary role will be handling contact from customers effectively and efficiently across different lines of business. You'll be the first point of contact for our customers, providing a first-rate service by telephone, email or web chat. Your duties will depend on the line of business you join; however, all business areas expect your duties will include: speaking to customers on the phone, helping them with their questions or issues, creating customer records and keeping them up to date, helping customers to pay the correct amount of tax at the right time, using webchat and email to support our customers online, taking payments by phone and via our online services, The Line of Business you are allocated to is decided at the time a formal offer is made depending on where resource is needed. We work a variety of shifts between 7:45am and 8pm, Monday to Saturday, to make sure we can help customers when they need us. You will work a maximum of one late shift per week (ending at 8pm) and a maximum of 6 Saturdays each year. The majority of roles within customer services allow you to work from home two days a week if you choose, this includes Saturday and 8 pm shifts. On the days you attend the office, you will be working in the location shown in the title heading of this advert. This post is offered on a Fixed Term contract for up to 2 years. As a Fixed Term employee of HMRC you will receive: the same pay and conditions as permanent staff the same or equivalent benefits package information about permanent vacancies in the organisation As a flexible employer, we will consider part-time requests. (Part-time is a minimum of 25 hours per week covering variety of shifts. All shift patterns, working days and hours will be discussed with your manager when you join us. Pay and annual leave will be pro-rata if we can agree your request). However we do require you to complete your training in the office on a full-time basis, usually 6 weeks Monday to Friday between 9am and 5pm. You can find out more about what its like being a Customer Service Advisor at HMRC on the Civil Service Careers website. Watch these videos to find out more about Customer Service roles at HMRC: Our Professions Customer Service Advisor at HMRC Our Professions Customer Services Group at HMRC Our Customer Service Advisor role - all you need to know Person specification What are we looking for? No experience is necessary as you will be fully trained, but we would like you to be comfortable talking on the phone and discussing debt with our customers. You will also need to be comfortable writing up notes, as this is mainly a phone-based role. We are looking for individuals with the drive and passion to make a difference to peoples lives, and need people: With great communication skills, both verbal and written in English language (and Welsh where required) Dedicated to providing a brilliant customer service With a can-do attitude and a real passion for supporting people With the personal resilience to work in a demanding and rewarding environment Able to provide information both quickly and clearly Comfortable handling different types of conversations With an ability to do basic maths calculations Benefits Alongside your salary of £26,637, HM Revenue and Customs contributes £7,716 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. Pension - We make contributions to our colleagues Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development. To find out more about HMRC benefits and find out what its really like to work for HMRC hear from our insiders. Things you need to know Selection process detailsThis vacancy is using Success Profiles (opens in a new window), and will assess your Strengths, Ability and Experience. To help you prepare, below is a rundown of what to expect during the selection process: Eligibility form Civil Service Customer Service Skills Test Application form Video interview <"}