1. Can you tell us about your previous experience in customer service or a call centre environment? What specific skills did you develop during this time? Can you tell us about your previous experience in customer service or a call centre environment? What specific skills did you develop during this time?
2. What experience do you have with data input and Office 365? Can you provide examples of tasks you have completed using these tools? What experience do you have with data input and Office 365? Can you provide examples of tasks you have completed using these tools?
3. Have you previously worked in a high-pressure environment? If so, can you describe a situation where you successfully managed stress or pressure? Have you previously worked in a high-pressure environment? If so, can you describe a situation where you successfully managed stress or pressure?
4. How do you ensure you communicate effectively with callers who may be upset or distressed? How do you ensure you communicate effectively with callers who may be upset or distressed?
5. Can you describe a time when you had to deal with a particularly challenging customer or caller? How did you handle the situation? Can you describe a time when you had to deal with a particularly challenging customer or caller? How did you handle the situation?
6. What strategies do you use to remain calm and composed while dealing with a high volume of calls? What strategies do you use to remain calm and composed while dealing with a high volume of calls?
7. This role requires resilience and emotional strength. How do you cope with the emotional demands of such a position? This role requires resilience and emotional strength. How do you cope with the emotional demands of such a position?
8. In a situation where you receive multiple urgent calls at once, how would you prioritise your responses? In a situation where you receive multiple urgent calls at once, how would you prioritise your responses?
9. How do you prepare yourself mentally and emotionally for shifts that might involve distressing calls? How do you prepare yourself mentally and emotionally for shifts that might involve distressing calls?
10. How important do you think teamwork is in a busy call handling environment? Can you provide an example of how you’ve collaborated with others in such a setting? How important do you think teamwork is in a busy call handling environment? Can you provide an example of how you’ve collaborated with others in such a setting?
11. The role involves covering various shifts, including weekends and bank holidays. Are you flexible with your working hours? How do you manage work-life balance in such circumstances? The role involves covering various shifts, including weekends and bank holidays. Are you flexible with your working hours? How do you manage work-life balance in such circumstances?
12. Have you ever had to adapt to significant changes at work? How did you handle the transition? Have you ever had to adapt to significant changes at work? How did you handle the transition?
13. What motivates you to apply for this role with North West Ambulance Service? What motivates you to apply for this role with North West Ambulance Service?
14. Given the demanding nature of this job, what do you believe is key to staying motivated and providing excellent service to callers? Given the demanding nature of this job, what do you believe is key to staying motivated and providing excellent service to callers?
15. Are you prepared to commit to the full-time training schedule? How do you plan to prepare for this intensive training period? Are you prepared to commit to the full-time training schedule? How do you plan to prepare for this intensive training period?
16. You receive a call from an angry caller who is upset about wait times. How would you handle this situation to ensure their concerns are addressed while remaining professional? You receive a call from an angry caller who is upset about wait times. How would you handle this situation to ensure their concerns are addressed while remaining professional?
17. If you were to receive a call from someone unsure whether they need an ambulance, how would you assess their needs and guide the conversation? If you were to receive a call from someone unsure whether they need an ambulance, how would you assess their needs and guide the conversation?
18. Imagine you are on a call with a distressed person who requires urgent assistance but is unwilling to provide personal information. How would you approach this challenge? Imagine you are on a call with a distressed person who requires urgent assistance but is unwilling to provide personal information. How would you approach this challenge?
19. How do you see this role contributing to your long-term career goals? How do you see this role contributing to your long-term career goals?
You can answer as many of these questions as you want.
Good luck!
