I’ve also received an email confirmation for a telephone interview. I’ve applied for a Customer Service Advisor position on the Underground. I’m a former Tfl employee, but I haven’t sat a competence based interview in 5 years. Yikes!
Looks like I will be spending lots of time trying to get through to their 0800 number tomorrow morning to book the interview. Oh the joys.
Had my telephone interview. If it helps anyone, my questions were:
Customer Focus - Describe a time when you went above and beyond for a Customer
Performance & Delivery - Give me an example of when you had to demonstrate drive and determination to achieve your objective
Communication & Influence - Describe a time when you had to use your communication skills to deal wth an angry passenger or colleague
Dont’ assume that you will be asked these specific questions, because you may not. However, this will give you an idea of the type of question.
My advice is PLAN your examples well in advance and structure your answers.
- Situation…what happened/give a brief but factual account of the situation
2 Action…what action did you take and why did you choose to take it. Be descriptive and say ‘I did’…not 'we did.
3 Result…what was the outcome. How did the situation make you feel? What did you learn
Make your answers a couple of minutes long if you want to be thorough. The interview should take 15 minutes, but mine ended after 23 minutes.
Your interviewer will be typing notes as you are speaking, so politely ask him/her if they would like you to speak more slowly so they can cram in as much information as possible. I chose to speak clearly and in a measured manner, leaving occasional silences to allow the interviewer to make full notes.
I was told I was through to the 3rd stage immediately by the interviewer. I wasn’t expecting to be told so quickly, but am very happy about it.
Good luck everyone.