Competency-Based Interview
Questions & Answers

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Here’s the FULL LIST of COMPETENCY-BASED INTERVIEW QUESTIONS:

Q1. Describe a situation you were in where you delivered outstanding customer service?

SUGGESTED ANSWER:

“In a previous role, I was working for a customer call handling company and my job was to deal with company complaints. This was a particularly stressful job, due to the fact the majority of calls I took were from unhappy customers. However, I thrived on the pressure of resolving every situation for our customers to a satisfactory solution. One particular call I took was from an elderly gentleman who had not received the goods he had ordered online. He was clearly very annoyed at the problem, so after I had given him the time to vent his frustrations, I explained in a calm manner what I was going to do to help him and to resolve the situation quickly. I kept him on the phone whilst I investigated the problem, and it quickly became apparent that his initial payment had been declined by the bank for some reason and he was not aware of this. From his perspective, the payment had gone through. I decided to then take his payment over the phone and also upgraded his delivery to our next-day premium service for free, to minimize the time it took for the product to get to him. Although the issue with the payment wasn’t our end, I wanted him to feel valued as a customer and to make sure he received his goods as soon as possible. Once I had given him his tracking order, and the payment had gone through, I took his phone number and called him the following day to make sure he had received his good safely. He told me he was very happy with the service and has since left our company a 5-star review on the website TrustPilot.com. I believe I am very strong in respect of delivering great customer service and would always look after your customers positively and efficiently.”

Q2. When have you used your initiative to solve a difficult problem?

SUGGESTED ANSWER

“In a previous role, we had an ongoing issue with our website whereby it kept crashing without any obvious reason. The website downtime meant our customers were unable to place orders, and the financial impact on the company was understandably making our company Director stressed. I decided to research the problem in my own time whilst at home one evening. I went online to an IT forum where IT experts spent time discussing IT issues and other computer-related matters. Without specifically mentioning the name of our website, I explained the issue to them and eventually someone suggested what might be causing the issue. Because our website had been built in WordPress, and the fact it had lots of plugins, those plugins had to be regularly updated to ensure the smooth operation of the website, and I don’t believe they had been for some time. The next day I went in to work and put forward my suggestion to my Director. He immediately called the company who had built the website and they confirmed that none of the plugins had been updated because we hadn’t signed up to their monthly maintenance package. Within 60 minutes the issue was resolved and we have since signed up to their package to prevent this type of situation from happening again. ”

Q3. Describe a time when you worked as part of a team to complete a difficult task?
Interview Questions And Answers Example 01

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Q4. Describe a situation you were in where you delivered outstanding customer service?
Interview Questions And Answers Example 02

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Q5. Tell me about a time when you showed integrity and professionalism at work?
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Q6. Explain a situation you were in where you worked hard under pressure?
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Q7. Tell me about a time when you communicated a difficult message to an individual or a group of people?
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Q8. What’s been the toughest project or task you have ever worked on?
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Q9. Describe a situation you were in where you had conflict at work?
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Q10. Tell me about a time when you went above and beyond for a customer or client?
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Q11. Tell me about a time when you supported a leader or manager within an organization?
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Q12. Describe a situation you were in where you supported diversity within an organization?
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Q13. Give an example of when you have met a tight deadline?
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Q14. Describe a time when you turned a negative situation into a positive one?
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Q15. Tell me about a project or task you were involved in that failed?
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Q16. Tell me about a time when you didn’t get on with someone with a team?
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Q17. Tell me about a time when you gathered information to make an important decision at work?
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Q18. Describe a time when someone within your team was underperforming?
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Q19. Can you tell me a situation when you embraced change within an organization?
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Q20. Tell me about a time when you changed how you did something following feedback from someone else?
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WHAT ARE COMPETENCY-BASED INTERVIEW QUESTIONS BY RICHARD MCMUNN


What Are Competency-Based Interview Questions and How Can You Answer Them?

Competency-based interview questions are designed to assess whether or not an interviewee has the appropriate skills, attributes and qualities to perform a role with the required manner in line with the job description. For example, if you are applying for a role that requires an ability to provide excellent customer service, you will be asked to give examples of when you have previously provided outstanding customer service or even gone above and beyond for a client or customer whilst at work. The important thing to remember when answering competency-based interview questions, is to provide EVIDENCE-BASED responses at all times.

List of Competencies Assessed at Interview:

  • Customer-service skills.
  • An ability to work under pressure.
  • Working collaboratively with others as part of a team.
  • Communicating effectively to individuals or a group of people.
  • Remaining calm in difficult situations and circumstances.
  • Resolving disputed and conflict at work.
  • Gathering information before making important decisions.
  • Being open to change.
  • Continually learning and developing skills.
  • Using your initiative to solve complex and difficult problems.
  • Demonstrating integrity and professionalism.
  • Supporting diversity within an organization.

Within our Competency-Based Interview Questions and Answers guide, which is available to instantly download on this page, we will provide you with sample answers to tough competencies assessed at interview.

5 TIPS FOR PASSING A COMPETENCY-BASED INTERVIEW!

TIP #1 – It is absolutely crucial you provide evidence-based answers to all competency-based interview questions at your interview. Most interview candidates lack experience within most of the competency areas, and they will provide answers that tell the panel what they ‘would do’ in a given situation, as opposed to what they ‘have done’. Make sure you give strong, in-depth, specific answers during each of the competencies being assessed.

TIP #2 – When structuring your answers to the competency interview questions, be sure to make use of the S.T.A.R method. This forms SITUATION, TASK, ACTION and RESULT. If you utilize the STAR technique, you will be communicating your responses accurately and positively. Most interviewers will assess your style of communication during the interview, and this will also cover how you structure your responses to the competencies in question.

TIP #3 – It is possible to predict the competency-based interview questions before you attend the interview. The way to do this, is to look at the job description and pick out the key requirements of the role. For example, if you are required to ‘work under pressure’, you will be asked a questions where you have to provide an example of where you have ‘completed a difficult task whilst under pressure’.

TIP #4 – It is good practice to tell the panel at the end of each response to the interview questions what you learned from the experience, and also if you would do anything differently next time. This is commonly known as ‘reflection.’

TIP #5 – Most competency-based interview will cover the competencies of customer service, team working, problem solving, using your initiative and also working with others whilst under pressure To make sure you are fully prepared for these and other competencies, we recommend you instantly download a copy of our 20 Competency-Based Interview Questions and Answers guide.

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Question 1,
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Interview Question 01

Question 2,
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Interview Question 02

Question 3,
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Interview Question 03

Question 4,
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Interview Question 04

Question 5,
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Interview Question 05

Question 6,
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Interview Question 06

Question 7,
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Interview Question 07

Question 8,
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Interview Question 08

Question 9,
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Interview Question 09

Question 10,
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Interview Question 10

Question 11,
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Interview Question 11

Question 12,
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Interview Question 12

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The answers to the FULL LIST of interview questions featured on this page.

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Expert responses that you can use during your interview.

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Who has created the answers to the interview questions?

Richard McMunn is a former Fire Officer turned interview coach who has over 20 years experience within the recruitment industry.

He is extremely passionate about helping people pass their interviews, and his success rate is unrivalled within the interview training sector.

Richard guarantees the answers contained within this product are unique and will help you stand out from the competition.
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