Customer service manager job roles vary across a wide range of industries. Depending on the company the job title may differ:
Customer service manager
Customer care manager
Customer relationship manager
In all customer service managerial role the main duties are similar; providing a customer focused service to exceed standards that results in an increase in customer loyalty.
In recent years, the role has evolved into customer service in the virtual world as well as physical customers.
A large part of the job role is to:
Develop and implement customer service policies and procedures
Use data to measure customer satisfaction, needs and sales
Improve the overall customer journey
Increase online positive reviews
Manage a customer service team and/or collaborate with senior stakeholders
The job interview has a large focus on understanding the applicants approach and previous experience in excelling in improving customer service,
How competitive is a Customer Service Manager job interview?
Interview Specifics:
Can you demonstrate the relevant knowledge and experience to pass a Customer Service Manager job interview?
Create a customer service process and procedure for business as usual tasks
Lead on new customer service initiatives and project lead on customer service strategies
Investigate and solve customers’ problems, which can include online negative reviews
Authorise refunds or compensation to customers as required
Analyse customer data and statistics to be used in project planning
Develop customer relationship building activities
Write detailed reports
develop feedback or complaints procedures for customers to use
Staff recruitment and management
Check the average pay for a Customer Service Manager job role.
Job Interview Questions and Answers for a Customer Service Manager.
Generally speaking, customer service managers for medium sized organizations will be invited to one structured job interview.
Senior managers overseeing customer service at a strategic level are likely to attend an average of three job interviews including a structured job interview, a strength-based interview and an assessment.
This article will cover the commonly asked interview questions for a customer service manager in a structured job interview.
Tell me about your experience in customer service management?
The initial job interview question is designed to check suitability – does the applicant meet the job criteria?
Opening questions are also generic, to help the interviewee to speak with a view that they will be more relaxed when asked specific job criteria questions later in the interview process.
A savvy candidate can use the opening question to help create intrigue by stating their unique selling points.
Interview Answer Template
“I am highly skilled in customer service management for roles. For the past (number of years) I have been responsible for (add job-related duty). This included (A, B, and C – give detail).
I possess a qualification in (add sector-related qualification) which taught me the importance of (sector-related model or theory), an example of using this in day-to-day tasks is when (add example).
My main strengths include (add unique selling point). To conclude, I am a skilled customer service manager with over X number of years experience, qualified to X level.”
Give me an example of how you would implement a customer service policy?
As one of the main job duties of a customer service manager, explaining the process what implementing a customer service policy is one of the key job interview questions.
The ‘policy’ question must be answered by using the interview answer model – ME (Model and Example).
The model and example interview formula is highly powerful when it comes to technical job interview questions.
By stating the model, in a step-by-step process, all elements of setting up a customer service policy will be discussed analytically, ensuring that all the job criteria on the interview scorecard is referenced.
The power of emotions is the reason why a logical answer alone isn’t enough. Once a step-by-step process has been explained, a real-life example must follow.
Interview Answer Template
“Policy creation and implementation is one of my key strengths. The five steps for creating a policy are, 1. identify the need for the policy, 2. gather data to support the creation of the policy, 3. involve stakeholders and draft policy, 4. gain approval for senior managers, 5. implement policy.
An example of creating and implementing a policy is when I worked at X company. At the time (explain barrier/problem). To help define the policy I (searched for data) which helped to create a policy that embedded (a particular requirement). Also, I worked with (stakeholder) as they had a vested interest in the policy outcome. After the policy was approved by (manager/board) I created an implementation plan which included (actions with reasons).”
Describe your managerial style?
There are various management and leadership styles. In the main, most managers have a natural preference for one or two management styles.
Often employers are looking to hire managers who possess the management style that fits within the culture of their organisation.
A safe way to answer the management style question is by explaining how you choose your management style based on the situation.
Interview Answer Template
“Situational leadership theory explains there are four key leadership styles; directing, coaching, supporting, and delegating. All managers have a natural tendency to prefer one style due to their temperament.
What an experienced customer service manager, such as I am, must do is choose the most suitable leadership style for each individual situation.
As an example, my natural preference is (name a leadership style). This is ideal when (state situation) but isn’t as useful in (second situation). In this situation, I would use (second leadership style).
I think one of the reasons for my successful career as a customer service manager, is my ability to manage tasks by reflecting on the situation, the project timeframe, and the skills of my team.”
How do you review customer standards within an organisation?
New customer service policies, processes, and strategic plans must be based on data.
Employers will check that a customer service manager makes logical decisions to create change through the analysis of data.
Customer service data can be gained from very sources:
Surveys
The number of customer complaints
Monitoring social media
Online reviews
Increase or redcutaion in footfall/sales
The customer service answer is best answered using the STAR method.
The STAR method uses an example to show the candidate’s level of competencies.
STAR stands for Situation, Task, Actions, and Results.
Interview Answer Template
Situation – start the interview answer (the example) by describing in a few lines the situation that the company was facing.
“While working as a customer service manager at (company name) we analysed data that compared (a good vs bad customer service outcome)
Task – The task part of the STAR method should state the specific required task. The task is different from the situation (many interviewees miss the task section of the STAR method). The situation is the big picture, whereas the task is the specific plan the team/employee was required to complete
The data showed how we needed to (improve customer service outcomes). To achieve this, I was responsible for (describe task)
Action – Each stage of the STAR job interview method is more specific then the previous one. In the action section, the interviewee needs to explain what is was the did to help bring around a positive outcome.
The action segment is the crux of the job interview answer. The employer isn’t interested in what the team did or a generic cover-all description. Instead, the hiring manager wants data that they can cross-reference against the job criteria.
Specific information can be measured.
To ensure that the best action was achieved I first spent some time planning. There were two possible actions I could take, the first was X and the second Y. The advantage of doing X was (add detail) but the dis-advantage was (add detail). Whereas the disadvantage for Y was (give detail), put the pro’s included (give detail)
I choose (X or Y) because (reason). To start, I first (describe initial actions) as this (add outcome from initial actions). Next, I (describe actions) which helped achieve (outcome). Throughout the task I reviewed my actions to ensure that the task would be completed to the highest quality. Finally, I (add action).
Result – To end the STAR interview formula, the interviewee must state the result or outcome from the action described.
The result should be a positive outcome that helped achieved a particular goal.
My planning, reviewing and my ability to (describe a positive trait) ensured that we were able to (positive outcome) which had a massive effect on (part of the business)
Give an example of helping an underperforming employee to be more successful?
A large part of a customer service manager job role is the managing of staff.
Most questions, relating to performance, are framed as a ‘support’ question.
It is important to talk about a process for managing underperforming staff and to give an example. Again, this question is best answered using the ME – model and example formula.
Interview Answer Template
Not all underperforming staff members underperform for the same reason. As an example if a staff member was previously one of the best performing employees and only recently started to underperform, this maybe an indication that something may have effected that persons motivation or stress.
Compare that employee to a staff member who has underperformed no matter part of the business they are working with.
Generally speaking, if an employee has started to underperform whereas the rest of team is performing well, indicating that the underperforming employee needs support tor motivating I following the three stages that most HR teams embed in their policies: review, training, disciplinary,
The initial stage is bringing the underperformance to the team members awareness, asking, in a 1-2-1 what support they need from myself? This is an informal discussion, that can lead to some actions being agreed.
If performance doesn’t improve, the next meeting is formal with an action plan being created. The action plan can include training, mentoring, work shadowing and a list of priorities action for the employ. The idea is that following the plan will naturally improve performance. The main discussion should challenge the employee to help understand the reason behind the underperformance.
Finally, if performance still hasn’t improved over the duration set out in the action plan, then a more formal meeting will be had that involves the HR team. In short, as a manager i would try to do what I can to support an employee until it is required for HR to get involved.
Do You Have Any Questions for the Interview Panel?
What areas is the business looking to expand into?
What development opportunities are available to new staff members?
What is the company’s biggest barrier to achieving its KPIs?
Who would you say is the company’s biggest competitor?
How would you describe the culture of the company?
Data has highlighted how today’s workforce isn’t scared of job-hopping, leading to employers having to constantly recruit new staff.
An increase in advertising the same job roles, time and time again, has resulted in a shortening of the recruitment process with hiring managers looking to streamline procedures, but some employers still enforce a 4-6 stage job interview process.
Employees are willing to quit their jobs
In a recent article on MRI Network, talking about the cost of a slow recruitment process, shared staggering HR statistics: “25 percent of people quit their jobs in 2021; 65 percent are currently seeking out new opportunities.”
A Gallop post, sharing statistics from a report, back-up’s the job-hopping data: “21% of millennials say they’ve changed jobs within the past year, which is more than three times the number of non-millennials who report the same.”
In the same post, it goes on to explain how 50% of millennials believe they will switch employers within a 12-month period.
The job sector the advertised job role is in, as well as the demand for a career professionals skill-set, experience, and qualifications, impacts the likelihood of an employer recruiting a long-lasting suitable employee. The MRI Network article explains: “In any market, first-choice candidates always tend to disappear quickly, as they have multiple options to pursue.”
First-choice applicants are interviewees who can communicate their competencies confidently, creating a strong ‘interview identity.’
Long vs short recruitment processes
Even with a need to hire staff quickly to fill the gaps left by job-hoppers, some employers embed long recruitment processes.
On a list of HR facts in a Zoom Shift HR Stats article, they explain how: “60% of applicants quit filling out application forms due to complexity or length. (SHRM)”
The MRI article talking about ‘slow hiring’ says: “These days, employers need to act quickly and decisively, particularly when candidates are currently employed or need to relocate.”
Recruitment processes vary by sector. A detailed study, by Linkedin, of over 400,000 confirmed hires between 2020-2021 shows the duration of hiring times:
The graph shows how industries that value ‘precision’ have a longer recruitment process. But why? The Linkedin article explains: “Companies in the tech industry tend to value precision — sometimes false precision — over speed…. can mean putting candidates through endless technical interviews, assessing deep textbook knowledge that’s far beyond what jobs may require.”
Demand drives change
Some organisations have a higher number of applicants than others.
If a high number of career professionals seek to work at a particular company, that organisation can have a longer recruitment process without the worry of missing out on first-choice applicants.
In a Glassdoor article they explain: “On average, each corporate job opening attracts 250 résumés. Of these candidates, four to six will be called for an interview and only one will be offered a job.”
A recent press releasehighlighted the high number of applicants for global brands: “1 million people applied for a job at Amazon as part of Career Day 2021”
An advice article about getting a job at Google on the Independent shared eye-opening Google recruitment stats: “Google receives more than three million applications a year and hires just 7,000 people”
The automated job process
The extreme number of job applicants has resulted in HR teams utilizing artificial intelligence robots to screen applicants and to act as job interviewers.
An HR research report from 2020 started: “a third (of HR teams) – 33% anticipate high or very high use of AI in two years.” Whereas other information shows how the pandemic has already created a faster move towards the use of asynchronous video interviews.
Algorithms have a cost-saving advantage over humans, as the AI bot is able to scan a higher number of applications per day than a human HR staff member.
Chris Delaney is one of the leading job interview coaches in the country, helping career professionals to successfully pass job interviews. Delaney is the author of several job interview reference books including ‘what is your interview identity’
An asynchronous video interview (AVI) is a job interview conducted by a computer algorithm.
In an AVI, the interviewee is filmed answering a set of pre-determined interview questions. Each interview answer must last between one or two minutes. Post two minutes and the video recording ends, even when the job applicant is halfway through their interview answer.
Never heard of an asynchronous video interview? You soon will!
AVI’s have been around for a while.
In a BBC article, they explained how some industries have already tested AVI’s prior to the recent increase in common usage: “AVIs were being used as the first stage of recruitment in the healthcare, pharmaceutical, tech, business and finance sectors..”
In 2012, around 10% of ‘top positioned’ businesses used any type of video interviewing. An article in the Financial Times by Sarah O’Connor, talking about the impact of AVI’s, said that: “Of those employers using video interviews in the UK in 2019/20, 46 percent were doing them with an interviewer, 30 percent were using automated video interviews and 24 percent were using a mix of both, according to the Institute of Student Employers.”
A poll of 334 HR leaders by Gartner found that covid increases the usage of AVI’s with 86% of organizations incorporating new virtual technology to interview candidates.
Artificial intelligence being used in the recruitment process is nothing new
Large organisations have been using Application Tracking Systems (ATS) to shift through candidates’ application forms for many years.
In a Slate article, they explain how AI is embedded into the recruitment system: “Artificial intelligence has played a growing role in recruiting and hiring for some time, as both a timesaver and a matchmaker. A.I. has been used to generate job descriptions, to post and share jobs, to automate candidate searches, and to scan résumés and cover letters..”
Mid to large companies use ATS if they receive a high number of applications for multiple job positions. AI can sort the weak from the strong, the unsuitable from the suitable, a lot quicker than a human can. ATS mainly makes decisions based on keywords embedded throughout the application form.
Recent research by JobScan found that“at least 494 Fortune 500 companies use an ATS, we were able to identify the exact ATS for 482 of them. This means that 98.8% of Fortune 500 companies use an ATS”.
Artificial intelligence, from an employer’s perspective, is about saving time and money. But where does this leave the job seeker?
Which Organisation use AI Interviewers?
A high number of large companies are known to be using asynchronous video interviews, including:
PwC
Unilever
Kingfisher
Hermes
JP Morgan
Amazon
Different Trypes of Asynchronous Video Job Interviews
Understanding the platform the employer chooses to use is deemed as being highly important.
In Slates ‘should robots be conducting interviews’ article, they explain that the various algorithms used by the various programmes look at various criteria: “Like humans, these bot recruiters have their own unique styles of interviewing. Some are merely seeking logistical information, like availability and ongoing interest, while others might be looking to assess drive, initiative, team-working skills, adaptability, or even your tendency to job hop.”
The BBC go-on to explain some of the challenges when interviewed by an AI system: “There are challenges; AVIs can vary in the amount of time allotted for each answer, and not every programme will give candidates unlimited preparation time or allow them to re-record a section if they are unhappy with their first attempt”
Some robot interviewers choose candidates based on their interview answers (keywords that match the job criteria), with others reading facial expressions and the candidates tonality.
A researcher, speaking to the Mirror, shared concerns that working-class applicants could be at a disadvantage when a robotic interviewer analyze voice and tonality of a job candidate, if the working class interview doesn’t have “beautifully compiled grammar”
How to Prepare for an Asynchronous Video Job Interview?
Each job applicant should first reflect on their past job interview performances and take the interview identity test to understand how they are viewed by an employer.
Specifically for an AVI recruitment process, job applicants must:
1. Set up the interview environment and IT systems
A full guide to setting up for an online interview can be found here: Online Job Interviews.
The biggest question asked is “what happens if my internet signal drops during the asynchronous interview?”
Luckily, the designers of AVI’s have tackled this potential problem. As an applicant’s signal starts to dip, a warning indicator pops onto the screen. When the signal is lost, the interview will atomically stop and only resume once the candidate’s internet signal strength is strong.
2. Practice speaking to camera
In the online job interview article, it explains the importance of looking at the camera, not the screen, to help improve eye contact.
For systems that monitor facial expressions, feeling an emotion (excitement, joy, happiness) will automatically show on the applicant’s face.
Many applicants worry about the turnaround from entering the virtual interview room and being monitored. In most cases, an interviewee can access the AVI, take a deep breath to relax, before actually starting the interview.
In fact, many AVIs have a practice interview question to help the candidate prepare and ready themselves.
3. Predict the job interview questions and preapre answers
In advance, the employer will send details of the AVI. This will include the date/time of the interview – this is often optional over several dates.
As there are no human interviewers, the job interview isn’t on a specific time on a set date.
The career professional needs to log in, often within a seven-day period, 24hrs a day, and complete the interview at a time convenient to them.
Candidates will also be told the number of interview questions they will be asked – with the average being three questions. And the duration of the interview answer, which is often one or two minutes per answer. Sometimes this information is present once the candidate logs onto the AVI.
The three interview questions will be chosen to gain a better understanding of the job applicant’s suitability for the role. In most cases, AVI’s are used to reduce the number of applicants, which can be as many as 20,000 for global companies to a manageable number of interviewees who will be invited for a face-to-face interview with a human.
One question will be a generic question on suitability “Tell me why you are suitable for the role?” or “Tell me about yourself?” or “What can you bring to the role?”
The additional questions will be more specific, based on the key job criteria: “Give me an example of when you did X?” or “What is your experience doing X”
How do you speak to a robot interviewer?
Research shows how a nervous job applicant will self-disclose weaknesses, give shorter responses and use excessive filler words.
The key to being seen as suitable is through a confident delivery of the interview answer.
Confidence is one element that creates a strong interview identity. A job interview identity is created by a mixture of content and delivery. An employer will have a positive view of a job applicant who they perceive to have a high level of knowledge and experience and who delivers answers with confidence.
AI interviewers have built-in software to understand mispronounced words, and to understand local slang.
But the advice is to always speak clearly and to pace yourself. Talk slower than you would when naturally speaking and focus on diction.
As with a human interviewer, be self-promoting, enthusiastic (especially if the bot is monitoring your tonality), and stick to the time frame of the interview answer.
Are AVI’s here to stay?
The test results aren’t in yet.
There are many concerns around biases with AI interviewers, as they are programmed by humans and data that are filled with biases.
Many people on social media talk about how being interviewed by a robot increase job interview anxiety.
But with one large grocery chain in the U.S. using an AVI to interview about 20,000 people a day for stocker and cashier jobs, it sounds like there will be an increase in robot job interviews.
Chris Delaney is one of the leading job interview coaches in the country, helping career professionals to successfully pass job interviews. Delaney is the author of several job interview reference books including ‘what is your interview identity’
Job interview preparation is key to a successful job interview outcome.
Each job applicant should first reflect on their past job interview performances and take the interview identity test to understand how they are viewed by an employer.
Once a career professional is aware of their interview identity, the next stage is to understand the commonly asked job interview questions.
With a list of interview questions, the job applicant is then ready to write, edit and practice their interview answers using the templates below.
Interviewees must add their own stories, real-life examples, facts, and figures, plus embed industry jargon.
To pass a job interview, a successful applicant only needs to score higher than the other (on average) 6-7 interviewees.
A large list of job interview questions and answers
Each interview question will come with an explanation of how to answer the question, to help each applicant highlight the value they can offer a new employer.
Remember hiring managers are looking for a potential employee to stand out – What can you offer that others can’t? What is your industry knowledge and expertise? What personal skills would add value?
Job Interview Question:
Tell me about yourself?
The most commonly asked question during the recruitment process.
You will be asked this interview question in some form.
Give a short statement about your education, experiences, and skills relevant to the job position you are applying for.
Highlight your main strength and/or achievement and your duration in the sector and/or education
Keep each selling point brief, as you can explain each point again in more detail throughout the interview
End this answer with a reason why you’re looking for a new job
“In total, I have over X number of years experience working as a (job role). In (year) I gained a (qualification). Throughout my extensive work experience in (sector), I have (key selling point) and (second unique selling point). I have applied for this role because (company interest) and due to my passion for (job duty).”
Job Interview Question:
Why did you leave your last job?
Be positive when answering this tricky job interview question.
Stay away from any negativity or complaints about previous managers, working conditions, or colleagues.
Hiring managers like to hear that you left for a good opportunity or reason, rather than a tall tale.
Start the answer with a postive reflection on the previous workpalce
Explain what excited you about your last position
End with a (positive) reason for leaving
“I enjoyed working at (company name) as I was able to (achievement). The (aspect of the company culture) was good as this allowed me to (positive action), which resulted in (positive result). The work was exciting, as I was able to (work undertaken) which allowed me to gain (skills). It was a difficult choice to make, but I am leaving the role because (positive opportunity).”
Job Interview Question:
What experience do you have in this field?
State criteria on the job specification
Frame the answer in the positive
Relate previosu experiene to the duties of the new job role
“I have over X number of years working in this field. During my time working as a (job role) I have successfully been able to (big achievement). This is because of my ability to (skill/action). During my time in the sector, I have undertaken a number of roles/worked on projects including (name specific duties, projects, and achievements). What I can bring to your team, is the ability to (key actions and skills).”
Job Interview Question:
Do you consider yourself a successful person?
Never give a short ‘yes’ answer. And never, ever, answer with a ‘no’.
The job interview panel is looking for evidence of sector-related knowledge and experience that they can reference against the job interview scorecard.
This means that the job interview answer requires substance.
Talk about industry success, relating the answer to the job criteria.
“I am highly successful. Throughout my career I have been (involved/a leader of/part of a team) that was responsible for (overcoming a barrier/facing a job-related challenge). An example of this was when I was working at X, and I had to (actions) to help achieve an (outcome). The secret of my success is my ability to (unique selling point)”
Job Interview Question:
How would your colleagues describe you?
To make a lasting impression, use quotes rather than just stating that employees would be positive towards you.
Quotes sound more powerful, more believable.
“I’m lucky, throughout my career I have worked with some great people which helps to be successful within a task or when working on a project. My previous colleagues have always had respect for my dedication, work ethic,and (add third skill/quality). In my previous position, I was always known as (positive attribution). (Name of manager), my line manager, would often say (positive quote). In fact, this reputation has been with me throughout my career. When I was working at X, my manager there would also say (positive quote)”
Job Interview Question:
Are you applying for any other jobs?
It’s rare that a career professional only applies for one position.
In truth, once a job hunter starts searching for positions they are likely to apply for at least 10 roles.
The ‘number of other jobs’ interview question is asked to check if the applicant will have loyalty to the organization – if the applicant is only applying for this one role, they must really want to work for the organization.
So, the reality (employees applying for numerous positions) and the employers ideal (the applicant only applying for the one job role) is a mismatch.
“I have applied for a few positions. For each job I come across, I research the company to check if we could collaborate successfully together. I am always interested in (company culture/projects/reputation). I was really excited to receive the job interview offer for this position, because during my research I learned (amazing fact) about the company, which helped me realise that this is the type of company I would want to work for above all the other vacancies I successfully applied for”
Job Interview Question:
What salary are you looking for?
Prior to the job interview, in preparation for the ‘salary’ interview questions, career professionals must:
Check the salary average for the advertised role
Complete the interview identity test to understand how an employer perceives them during the recruitment process – as this affects the salary offer
Check if the position is one that high salaries can be negotiated – as for many roles, the negotiation is within a salary band, not open.
“Due to my extensive experience within the sector, where I have the (skill/experience) to (unique selling point) which can result in (financially linked selling point) as well as having (second unique selling point) I am looking for a position with a salary of (add amount)”
Job Interview Question:
How long will you stay with our organisation?
Employers spend around 33% of their profits on recruitment.
The employment duration interview question is based on the requirement to employ staff members who won’t leave after a short period of time.
What an employer is looking for here is reassurance.
“I am looking for a position within an organization that I know I can add value to. I prefer not to jump from job to job, and only take offered roles where I can see myself staying for a long period of time. I really like the sound of the (company/job role) and if I was successful I would hope to be here for many more years to come.”
Job Interview Question:
If you could, would you retire right now?
Some job interview questions do, on the face of it, sound a little random.
Successful interviewees also reflect on a potential interview question to better understand the hidden reason for the said question to be asked.
Everyone wants to retire, don’t they?
The truth is not everyone does wants to retire. In fact, for some career professionals, their job is their life.
This is what is at the bottom of the ‘retirement’ interview question. What is really being asked is – are you passionate about your chosen line of work or is it just a pay ticket?
“No, I wouldn’t retire. I am very passionate about what I do and I am especially focused on (long-term achievement). For me, a job isn’t just a salary it’s about (state passion/reasons for working in the industry).”
Answering the ‘what are you looking for in a job question?’ with salary, working near home, or any other ‘wants’ will only result in a lack of job offers.
Employers will score high interview answers that state a liking for the job criteria.
“The three key things I look for in a job are (generic criteria 1, 2 and 3). More specifically I excel in (describe company culture). Because I am skilled at X, I always work well when (state a duty/task you perform well).”
Job Interview Question:
What motivates you to be your best?
This interview question is looking at an applicant’s personal motivation.
The motivational traits must match the job criteria.
As an example, stating that you are motivated while working with others as part of a team would score high for a team role position but not when working in a job role that requires an employee to work on their own initiative.
A second way to answer the ‘motivation’ question is by focusing the answer on a vision – the same vision the company has.
“I am a highly motivated person who enjoys (sector-related outcome). I am at my best when I (job-related criteria 1, 2, and 3). What helps to keep me motivated is my personal goal to (a goal linked to the employer’s company vision).”
Job Interview Question:
Are you willing to work overtime?
The ‘overtime’ question is only asked in a recruitment process when the employer needs employees to have a flexible approach to their working hours.
If asked the overtime question, and offered the position, there will be an expectation for the applicant to work more than their standard hours.
“Yes, I am always happy to work additional hours. In my last position, we would often work overtime during busy periods such as Christmas or at the financial year-end. I understand the importance of not letting customers down, which sometimes means the team needs a flexible approach.”
Job Interview Question:
Are you happy working on a shift pattern?
Unlike the ‘overtime’ question, the shift pattern question isn’t asked as an unwritten rule that employees, once employed, will be expected to work on a shift rota.
There is a legal amount of hours an employer can force an employee to work, hence why the hiring manager checks flexibility.
If the employer only recruited shift workers, those hours would be made clear in the job advert.
The ‘shift-work question then is asked by hiring managers who recruit a large number of employees; some working shift patterns and others on a more traditional 9-5 schedule.
The question is often asked during a large recruitment drive and, in the main, doesn’t affect the hireability of the candidate.
Answers, then, should be honest.
If you are unwilling to work shift patterns let them know, and if you prefer a shift pattern (that often comes with a higher salary) then state this preference.
Even if the answer to the shift-pattern interview questions affects the likelihood of being recruited, honesty is still the best policy. If you dislike shifts and get recruited for a position that works on various shifts, it is unlikely that you would enjoy the role.
“I read that the role might include shift work and I am very happy to work on a shift-rota”
Job Interview Question:
Are you willing to relocate?
When an employer requires you to relocate, they would have stated this in the job specification so the questions shouldn’t come as any real surprise.
What is sometimes not clear is the location or locations where the job role may be.
“The idea of relocating is one of the elements that drew me to this role. I researched the (location) and I am really excited about the idea of living there. To help me decide whether or not to apply for the role I undertook some research to check things like house prices, crime levels, and general living conditions – did you know that (share positive fact about location)?”
Job Interview Question:
Are you willing to put the interest of the organisation ahead of yours?
Hard-hitting job interview questions are, in the main, only asked for high-paid and high-skilled job roles.
For this level of employment, hiring managers need a career professional who will go above and beyond, an employee who isn’t just applying because they need a salary.
High-level positions will require decisive action when problems occur. During a big crisis, for example, a company-level hack, the IT project manager would be expected to come back from leave to help solve the problem.
“Of course, at this level, it is important to hire someone who has the company interest at heart. When I work for an organization, I give it my all. As an example, while working at X a (problem) occurred. At the time I was (on holiday or other situational problem) but due to the urgency and risk of the (problem) I (actions taken). My actions and my commitment to the company interest resulted in a (positive outcome).”
Job Interview Question:
Describe yourself as a person?
This question is perfect for rule two of a successful job interview; be a self-promoter.
First, think about the job specification, the duties you will perform, and the culture of the organisation.
When selling yourself, talk only about the skills and qualities you have that are relevant for the advertised position.
“I am a (quality) (quality) and (quality) individual who specialises in (skill). When working on (sector-related task) I am able to (achievement) due to my (skill/quality). Colleagues and stakeholders describe as (quality) due to my ability to (achievement). My key strength is my ability to (skill/achievement) which I achieve due to (skill/quality).”
Job Interview Question:
What is your philosophy for working?
A career or working philosophy is similar to an organisations mission.
A one-line that accomplishes who you are and what you want to achieve in your career.
Think of the philosophy, as a career identity.
Don’t be tempted to give a deep long answer here, keep it short, sweet, and positive;
“I would say my work philosophy is (add selling line, as an example – completing tasks on time and to a high standard”
Job Interview Question:
Would you say that you are overqualified for this position?
Why are hiring managers concerned about an applicant’s level of qualification?
The truth is, one of the elements of the hiring decision is the likelihood of the duration of the candidate’s time employed within the organisation.
A high-level qualification in a specific field is generalized as the applicant, ideally, wanting a job in the sector related to their degree.
This means, from the employer’s perspective, if the highly qualified applicant is offered the advertised role, they are likely to hand in their notice within the year, leaving the employer to re-recruit.
The interview answer, therefore, must reassure the interview panel that the applicant is passionate about role/job sector/company.
“No, not at all. My qualification is in a completely different field. This was a sector I was previously interested in when I was a lot younger. My goal is to work as a (job role) which is why I applied for this position. My qualification did teach me (knowledge) which can be used when doing (job duty for new role). I am also thinking of undertaking a qualification in (qualification relating to new role).”
Job Interview Question:
How would you describe your work ethic?
Work ethic is becoming a key recruitment factor.
In fact, more employers are using strength-based job interview questions as part of the structured job interview.
Work ethic basically means – how hard-working are you?
The ‘work-ethic’ interview question is another opportunity for an applicant to sell themselves.
Answers with examples do well for this job interview question.
“I have always been a hard worker. When I am working on a task I put my all into it, as I enjoy seeing the end result from my hard work. As well as meeting deadlines and targets, the quality of my work is also important to me. I always ensure that tasks are completed to the best of my ability and I never take shortcuts that would risk the quality of my work. An example of my work ethic is (give example).
Job Interview Question:
What do you enjoy doing outside of work?
An applicant’s character can be an indication of their work ethic.
The ‘what do you enjoy doing outside of work?’ question is a sneaky way of asking about a person’s characteristics.
Common mistakes when replying to this interview question, include saying:
Socialising with friends
Nothing really
Watching TV
Bars and clubs
On the web
When answering the question, focus on areas of your life that highlight skills, qualities, and work ethic. This could include:
Volunteering
Having a side hustle business
Self-published author
Fundraising
Being a carer
What is important is to detail the skills, knowledge, or experience gained from the task that can be of use to the new employer.
“I currently do X. What I like about this role, is that I have gained (skills/qualities) which would be of use when performing (task). For the last X number of years, I have also been involved in X which has taught me the value of (skill/quality). While doing X I was praised for (skill) and was lucky enough to gain a (qualification in X).”
Job Interview Question:
Why did you apply for this position?
The interview answer to the ‘why this role?’ question can be split into two sections.
First, talk about your passion for the job sector/job role and how this is part of your long-term career objective.
Second, explain why you want to work for their organisation. Make this personal – you don’t just want any job, you want a job with (employer).
“My career goal has always been to work in (sector). For the past X years,I have been working as a (job role) gaining (skills and experiences). During this time I have gained (sector-related qualifications) that have given me the knowledge to (job duty). As a highly skilled and experienced (job role) I am able to (future achievement). I applied for this particular role because I have always wanted to work for an organisation that (describe company culture, projects the company works on, or the company’s mission and vision).”
Job Interview Question:
Where do you see yourself in 5 years time?
Employer requirements, for a new member of staff, vary depending on the size of the organisation, the industry the employer is involved in, and the type of job being advertised.
Some employers will look for an employee who will grow and be promoted within the company, while others need a skilled applicant who will work long-term in the one role. One employer may require an innovative individual, while a second needs someone who will follow strict processes and procedures.
The answer to the ‘5 years time’ question will vary depending on the above criteria. This is why rule 1 of a successful job interview is, identify the job criteria. As knowing what is important to the employer will assist in the decision of what to reference during the interview.
In all cases, the employer is wanting to hear that the candidate is wanting to stay within their organsiation.
“Before applying for the position I researched your company and found that (state three things you like about the organisation). It was the company’s (reference something from the company’s values/mission) that inspired me to apply because I am also motivated by (reference the value/mission). As I am passionate about (job role) and I feel this company is the perfect fit for myself, I can see myself working here, successfully collaborating with yourself to achieve (outcome).”
Skill related job interview questions
Employers will ask a number of ‘skill’ related job interview questions to understand how competent the potential employee will be once employed.
Job Interview Question:
Are you a good team member?
Team member interview questions are asked in a high number of job interviews.
Even for roles where, in the main, the employee works alone. In this situation, the employer is looking for a ‘big picture’ understanding – how the various departments are part of a larger team.
Most commonly, the teamwork question is asked to applicants who are applying for a team role.
“In all my previous roles I have worked as part of a team. I enjoy teamwork as collectively the team has a wider range of skills and experiences that they can bring to a project. Within a team, I often take the role of a (add role) as I am able to (actions) that help the team to achieve an objective. When need I can (2nd team role). As an example when working in a team to achieve (outcome) we faced (problem) and I (state actions took) which resulted in (outcome).”
Job Interview Question:
Why should we hire you?
For every advertised role, around 6-8 applicants are interviewed.
Each applicant has the skills and/or experience for the advertised role. The ‘why should we hire you?’ interview question, is really asking ‘why should we hire you and not one of the other interviewees?’
To pass a job interview, an applicant only needs to score higher – be seen as more employable, than the other 6-7 interviewees.
To answer this interview question, highlight your unique selling points.
“By hiring me you will gain an employee who has extensive success of (achievement). In addition,I have a proven track record of (A and B). As an employee, I am (add a list of qualities). But the main reason why you should hire me is because of my ability to (unique selling point).”
Job Interview Question:
Why did you leave your last job?
Many hiring managers believe that past behaviors predict future actions.
Employers request the reason for leaving a past employer, to compare the answer to their own company culture.
In addition, many hiring managers will review the number of positions an applicant has held over a small number of years.
The frame of the interview answer must be positive. Avoid, at all cost, any criticism of past employers.
“I enjoyed my time at X company. While working there as a (job role) I was involved in (projects) which gave me experience in (duties). Throughout my time there, I have gained a variety of skills, including A, B, and C. I am now in the position to use this collective experience in another role, which is why I am here today applying for the position of (job role).”
Job Interview Question:
In what way would you be an asset to us?
The ‘asset’ question allows an applicant to discuss any unique selling points not already covered throughout the recruitment process.
For the ‘asset’ question give a look forward – draw a picture of you succeeding in the workplace.
“As someone who is skilled at X, I know that we would work well together. As an example. If you imagine me working for you in 3 months’ time on a (project). I would first (state actions) as this would (state benefit). Then to gain a (positive outcome) I would use my (skill/knowledge/contacts) to gain (outcome). Finally, when ending a (project) I would (action) to help any future tasks.”
Job Interview Question:
Tell me about a suggestion you have made?
Many of the interview questions asked during the recruitment process, give an insight into the culture of the company.
As an example, some industries are process-driven whereas others are more creative.
The ‘suggestion’ questions indicate that the employer is looking for solution-focused and innovative employees who can see the ‘big picture’.
“There have been a couple of times that I have made I suggestions to (overcome a problem) that have been taken up by the company. An example of this is when I was a (job role) at (organisation). One of the problems we faced was (problem) At first the company tried to (action) but this only resulted in (very little change). Due to my (knowledge/experience), I knew that (potential solution) would work, I suggested this and created a plan of action/project plan which resulted in (positive outcome).”
Job Interview Question:
Do your co-workers ever irritate you?
The frame of the interview question can easily influence the job applicant to answer with a negative answer.
Instead, re-frame the interview answer by focusing on how you work well with colleagues.
“I am a people person, so generally I get on well with everyone. As a professional with X number of years experience in (industry),I have worked with a variety of colleagues and stakeholders. The experience has helped me to understand the various personalities people have, and how their temperament makes people react in a different way to the same challenge. This knowledge of people’s personalities helps me to build rapport with others.”
Job Interview Question:
What makes a successful manager?
This is a management role question, but the question is asked across all job roles – with the hiring manager replacing the job title at the end of the question.
Answer the question by discussing the skills the (position) requires and the criteria on the job specification.
End with an example of you being successful.
“There 3 key skills that make a good (job role). this first is A, the second B, and the third C. A (job role) task is to (main objective). By doing (A, B, and C) a (job role) will be successful. An example of me being successful is when I was working at (company name) and I had (task). To ensure a good result I (took action) which had a (positive outcome).”
Job Interview Question:
What are your strengths?
The ‘strength’ question is one of the most commonly asked job interview questions.
The openness of this interview questions gives the candidate the opportunity to talk about their unique selling point.
When creating an interview answer, the interviewee should think about the job criteria, the main skills and strengths required for the job role, and any additional information that makes them stand out from the crowd.
“I have been told by my previous manager that I am highly skilled at (task). But when I reflect on my key strengths, two come to mind. My first strength is my ability to (task). When working on (task) my (skill) and (quality) ensure (a positive result). My second strength is related to (job duty). I have always been skilled at (skill) which helps when I (task).”
In the main, a job applicant will fall into the trap of listing several weaknesses or areas of development.
A focus on negatives will only result in a low-scoring answer, or at worse the employer believing the applicant is unsuitable for the advertised position.
What the ‘weakness’ interview question is really asking is, ‘how do you develop yourself?’
“Everyone has areas of development. What is important, is to be able to reflect on the actions taken for previous projects and then review weaknesses and learning needs. As an example, when working at (company name) my team’s task was to (add detail). After completing this task I realised that I need to improve (knowledge/skill) so I undertook (training/research/mentoring)to develop this (skill/knowledge). Whenever I recognize a professional development need, I always take action to resolve this, as I am keen to become the best (job role) I can be.”
Job Interview Question:
What is your dream job?
A common reply to the ‘dream job’ interview question is: ‘This job!’.
Employers hate this type of interview answer as it comes across as trying to please. And, it is something a dishonest interview identity is likely to say
What a hiring manager is really trying to uncover, with this interview question, is the specific reasons for applying for a job in the employer’s industry.
“What is important for me in a career is the chance to (achieve vision). I really enjoy roles where I can (job criteria) and (job criteria). In all my previous roles I have been drawn to positions that (job criteria), as this meets with my (skillset/values/mission). “
Job Interview Question:
What would a past employer say about you?
Hiring managers use the ‘past employer’ question to catch an applicant out, depending on their previous working relationships.
For a future employee who only has praise from previous managers, this great becomes an excellent ‘selling’ answer.
“They would want me to come back! All my previous employers hold me in high esteem. This is because of my ability to (complete tasks), as well as my (personal skill) and (work attitude). I remember in my exit interview with my last employer, they said (add positive quote).”
Job Interview Question:
If you were the interviewer, what type of person would you look for?
Describe yourself, without making it too obvious.
When talking about personal skills and experiences, make these relevant to the job criteria.
“As the main objective of this role is to X, the ideal applicant would need to have experience in X and be highly knowledgeable on (subject). As well I possessing this industry knowhow, I would look to hire someone with (personal skills and qualities) to ensure the team collaborated successfully together.”
Knowledge and Competencies Interview Questions
Industry knowledge and experience are one of two axes that create each of the sixteen interview identities.
To be seen as being employable, each candidate must highlight a high level of knowledge around the job role.
A hiring manager only knows about the candidate, what they have been told by the candidate.
Job Interview Question:
What do you know about this organisation?
Research is key prior to preparing for the job interview, especially when asked the ‘about us’ interview question.
Research the company and become knowledgeable about the following criteria:
The duration the organisation has been in business
Why the company was formed
Thier vison and mission
What services/products the company offers
Future projects or collaberations
“The reason I applied for this role in the first place was due to your (vision) and this is in line with what I want to achieve as part of my career. What I also like about the company is that it was formed because of (reason) and is now successfully in its (year) of operation. You have a reputation for being (positive trait) and for (second positive trait).”
Job Interview Question:
Why do you want to work here?
Stand out from the crowd, by using the research gained from the ‘about us’ question to state an answer to show a real understanding of the company.
“As a career professional, I’m not just applying for any job. I am only attending interviews for a position in an organisation that I can see myself succeeding in. I choose (company name) because I follow your company and I know, from my research, that long-term you want to (long term business objective). The barrier you will face will be (state problems to objective). My skills and experience in (job sector/role) will help you to achieveyour objective by (state knowledge and experience you can bring to the team).”
Job Interview Question:
What have you done to improve yourself over the last 12 months?
Globalisation, technology, customer demand, and artificial intelligence, and big-data are rapidly changing the career market and business operational strategies.
Employers, therefore, require employees who are willing and proactive in their continuous professional development.
“I am constantly reflecting on my work, skills, and knowledge and looking at ways to develop myself, both professionally and personally. Over the last 12 months, I have undertaken several development opportunities. The first was (work-related CPD) this taught me the importance of (learning). The second was to help me with (personal skill) as I know this skill is highly important when (job duty) and the third was (knowledge related CPD) which has allowed me to understand why (potential barrier).”
Job Interview Question:
Do you know anyone who works here?
Association plays a big part in this answer. At a basic level, the min takes short-cuts and jumps to conclusions.
The employers ask this interview question because by knowing another employee you will have a better understanding of the job role and company culture, meaning that you are happy with the working conditions.
But by referencing you know an employee, who has a strong work-ethic reputation, the positive association from the employee you know is transferred to you the applicant.
“I know (name) who works in (department). He worked on (project/team) for the last (number of years)He explained the company culture, the vision of the organisation and how you (selling point). He made me excited about wanting to apply for a job here.”
Job Interview Question:
Have you ever had to fire anyone?
This management interview question is just one of several job interview questions that is asking for a specific experience. In all job roles, across all job sectors, job applicants will be asked for examples of how they can complete or have completed various job duties.
Examples are best used here. Or an explanation of the steps you would take to complete the task.
“While working at (company) one of my team was constantly not meeting her targets. To support staff member I (actions taken) and work closely with the staff member to (improve). Over several months I supported the staff member and did notice a slight improvement but nowhere near the average number of (sales/referrals/etc). At this stage, it was the company procedure to implement their warning process which included a creation of an action plan, regular meetings, and (any other requirement).
In the end, we felt we had done all we could to support the member of staff and in the end had to let her go. The member of staff actually agreed this was the best choice and thank us for all the support over the last several months”
Job Interview Question:
Have you ever been asked to leave a position?
As employers can request references, it is important to be truthful here.
This type of interview question is asked during an informal job interview and can come out of the blue. So be ready.
If you have never been asked to leave a previous position, simply say: “No, never”
If you have been in a situation where you were asked to leave the organsiation, answer with:
“X number of years ago, I was asked if I would like to leave the job role. It was a (make the job seem less important: part-time job, my first job after leaving school, a secondary job). The position didn’t suit as I am a (add skills relevant to the new position) and the company focused on (add a re-frame IE quantity over quality).”
Job Interview Question:
What kind of person would you refuse to work with?
Interview questions that talk about other staff members are designed to uncover if the applicant would fit in well with the current team and the culture of the company.
“As a people person, I always get on well with everyone I meet. Throughout my career, I have worked successfully with people who have different experiences, knowledge, and personalities. So I am happy to work with most people. Obviously, I prefer not to work with someone who is lazy or demotivated, But sometimes my personality actually motivates colleagues to work harder.”
Job Interview Question:
Have you ever had a problem with a supervisor?
This question must be answered positively to have any chance of being offered the job role.
“No never. Communication is key for a good working relationship with a supervisor or manager. If there is any negativity in the workplace I can quickly resolve this by having a conversation and looking at what we can do together to overcome any problems.”
Job Interview Question:
How do you approach a project?
Project approach questions are asked in job interviews for all types of positions, not just project management roles.
When answering the question, state a step-by-step process that the applicant utilises.
“The first step is to review the (project brief/task objective). I will often then look at lessons learned from previous (projects/tasks). The project is then broken down into manageable steps, with each step having a deadline date. I look at the risk of each step and if needed create a risk plan. Finally, I delegate and distribute workloads, and set up regular reviews.”
Job Interview Question:
What has disappointed you in a previous job?
Some interview questions sound like a trap. Each interview answer must be framed as a positive to help create a high-scoring answer.
“I have enjoyed all my previous roles. In some positions, the job was challenging but I enjoy the pressure of a challenge. An example of this is when (challenge) and I was able to (actions) that ended with a (positive outcome).”
Job Interview Question:
Can you work under pressure?
Pressure for one person is viewed as a negative, while for others they thrive under pressure. The answer, therefore, needs to state how you handle pressurised situations.
“All jobs have pressure points. Preparing for pressurised situations comes down to how you manage workload. To manage my workload I (explain how you prioritise tasks). I also work with others to (collaborate/delegate to) and I use (technology) to help manage day-to-day tasks. This organised approach takes the pressure off. “
Job Interview Question:
How do you know when you have been successful with a task?
There are many ways to monitor success, depending on the industry the job is in. Employers are looking for applicants to understand when they are working well within the role:
The job has been completed on time
The task has been completed to a good standard
When your customers walk away happy
When you employer tells you
When you have job satisfaction
“There are two ways I monitor my success, one is through (a data related example) and the second is (through a personal satisfaction or customer feedback).”
Job Interview Question:
Give an example of learning from a mistake?
Behavioral job interview questions require an example.
Focused the answer on what was learned, rather than the mistake itself.
“When I was part of a team working on (project name) the group didn’t have (knowledge/experience) to complete (task). As I knew this was an area of development for myself, I decide to action and undertake (training/qualification/research). A year later, the same team working on another (project/task) came across a similar problem, but this time due to my ability to learn from past mistakes, I was able to (give advice/take charge/share knowledge).”
Job Interview Question:
Do you have any blind spots?
The blind-spot interview question is another way to ask about weaknesses.
With the weakness question, which is asked more in a structured job interview, the ideal answer will focus on ‘lessons learned’. For the informal question ‘do you have any blindspots’ the answer can be shorter and more to the point:
“Not that I know off, if I ever discover a weakness I quickly take action to improve this area of development.”
Job Interview Question:
Do you have enough experience for this position?
This follow-up interview question is most commonly asked when an applicant hasn’t been given detailed enough answers that show a high level of competencies.
Employers, who may have been initially impressed by the interviewee’s application form, is having doubts. The interviewee is likely to be viewed with a weak interview identity.
This means the career professional must reinforce their suitability.
“Yes, I do. You are looking for an employee who can (main job criteria) and I have been working as a (job role) for (number of years) completing (main job criteria). In fact, I excel at (main job criteria). Let me share with you an example of this: When I was working at (company) my main task was (main job criteria) where I had to (state duties). In addition, I am skilled at (second job criteria). After (x number of years) in the sector, I have spent (X number of years) completing (second job criteria). There isn’t a (problem/task) in this role that I don’t have experience in.”
Job Interview Question:
What qualities do you look for in a manager?
Use a generic positive answer for ambiguous job interview questions.
“A boss who is knowledgeable, fair, loyal”
The skills needed in a specific sector are recorded on the job specification if the hiring manager requires someone who is creative (or any other job criteria) say:
“A manager who will allow me to be creative (criteria) ..”
Job Interview Question:
What is your role when working in a team?
Talking about a specific role within a team, offers the job applicant a chance to showcase a variety of skills relevant for teh advertised position.
“My natural role within a team is (state role). This is due to my natural ability to (task) and (task). I have a (personal quality) that allows me to easily (task). In addition, as a team member, I am skilled at (supporting role) which is due to may (quality) and (quality).”
Job Interview Question:
What would you say is your biggest achievement?
Only discuss work-based achievements that are relevant to the job role. Ideally, talk about overcoming a well-known industry challenge.
“As you know one of the biggest barriers we face in our industry is (sector-related problem). When working at a previous company, they also struggled with this particular problem. I was given the task of finding the solution. To find the solution I first (generated ideas), tested my theory, and then created a plan of action. The result was (positive outcome).”
Job Interview Question:
Why did you choose this career?
This interview question is a great opportunity to highlight your passion for your job sector.
“I have always wanted a job in (sector) as I am highly passionate about (industry). This started when I was young, I had (explain how you came to know about the sector) and really like the idea of (completing task). The job role really suits my temperament, as a (quality) person, I enjoy (job task). So, this job is perfect for me.”
Job Interview Question:
Tell me about the most fun you have had at work?
Give a specific example of enjoying overcoming a problem or finishing a large project/task – think job satisfaction.
“When working at X, we were working on (task or project. This was a difficult task due to (problem/barrier). We all had to work together, sharing ideas, trying new ways of working, and learning from mistakes. But the hard work and dedication paid off, as, in the end, we were bale to (outcome) which gave me a high level of satisfaction. It was the process of overcoming a big barrier that made this task fun.”
Job Interview Question:
Can you tell me about the gaps in your application/CV?
There are many reasons for gaps in your employment history, which include:
Gap year
Working on short-term contracts
Redundancies
Being a parent
Being a carer
Working in various roles
Think about the generalization an employer may have from the ‘gap’ and reframe this into a positive.
“In (year) I worked at X as a (job role) and then in (year) I started at X company. In between these two job roles I was (reason). This opportunity helped me to gain (skill/experience) that I now use when (completing job duty).”
Job Interview Question:
Do you have any questions?
Most interviewers ask this question and generally towards the end of the interview. Remember to prepare for this, as asking questions will be a great end to an excellent interview.
Don’t ask about salaries or holidays etc until you have been offered a job position.
“Do you have any future plans to expand the company?”
“Does your team work well together?”
“What do you like about working here?”
“Do you have an example of how the company embeds its values in to day-to-day duties?”
“Have you put in any new bids for any new contracts?”
“What is the company’s policy on personal development and training?”
“Where do you see the company being in 5 years time”
“What are you looking for in an employee?”
“What would my first day/week look like?”
“Why did you choose this job/company?”
“What or who is the company’s biggest competitor?”
“How is advancements in technology going to affect the organisation?”
If you are struggling with questions you can end with “I did have several questions planned to ask you, but you have answered these throughout the interview.”
Job interview preparation is key to a successful job interview outcome.
I know that statement sounds obvious, but research shows that unsuccessful applicants spend an average of 45 minutes in interview preparation, whereas a regular winner of job offers will spend at least 4-5 hours in dedicated interview research, writing answers and practicing public speaking.
The minimum 4-5 hours, for high skilled job roles, should be extended to at least 10 hours due to the level of ability of the competition. For high paid positions other job applicants, with a high level of experience and confidence, will be viewed as a charismatic interviewee.
It is hard to beat a competitor who is seen as highly employable, without adequate preparation and practice.
Each job applicant should first reflect on their past job interview performances and take the interview identity test to understand how they are viewed by an employer.
The 3 Areas of Interview Preparation
Understanding the type of interview they will be attending
Delivery of job interview answers
Content of interview answers
Types of Job Interviews
The duration of the job interview can often hint about type of interview the employer will perform.
Knowing the type of job interview gives a prepared applicant an advantage as they can prepare for specific interview tasks.
A 20 minute interview is often an informal job interview, where there are no set questions – the interview is more of a natural conversation.
The common 45-60 minute recruitment process is a panel interview – a structured job interview, where answers to questions are marked against a set of specific job criteria.
Full-day job interviews consist of an introduction and walk-around (of the premises). A group activity, a practical test, and a panel interview.
These long interview days can be tiring and need additional preparation. Simple tips like eating a healthy breakfast and keeping hydrated can really pay off.
Multiple day interviews are rounds of interviews, where successful applicants are invited back for a second, third, or even fourth interview.
Each interview round is delivered by a specialist who can include an HR member of staff, the direct line manager of the applicant, and an industry expert.
In addition some job interviews will consist of:
A presentation or introduction
Literacy and numeracy test
Demonstration of technical skills
Role play – very common for leadership roles
Problem solving tasks to observe stress resistance
Or, deliver answers to a artificial intelligence recruiter. The AI interview comes in several formats, from the bots guessing at personality traits to applicants having to record interview answers on a video.
No matter the type of interview, the key criteria for a successful job interview outcome is the candidate’s level of confidence.
A confident delivery of answers, the data shows, increases job offers.
Confidence creates a self-fulfilling prophecy. The applicant believing in themselves will give a more detailed answers, will have stronger eye contact and their relaxed appearance is the platform for building a natural rapport with the hiring manager.
Confidence is an expression in non-verbal communication, such as the use of gestures and the candidates posture.
Relaxation increase confidence and confidence improves relaxation (or calmness).
To be more relaxed in a job interview:
Gain job interview exposure
Exposure therapy shows how being exposed to the same stimuli, in our case the job interview environment, reduces the associated anxiety.
The exposure of a job interview – attending a high number of recruitment days and/or mock interviews with an interview coach creates familiarity and familiarity leads to the feeling of control.
This is why preparing interview answers for predicted job interview questions is a key pre-interview preparation. It creates a familiar feeling – I know the answer to this question!
In fact, this is why the career professional who spends 4-5 hours, or more, preparing for the forthcoming interview is more successful than the under-prepared 45-minute applicant – the longer interview preparation often equates to higher number of times to applicant has repeated their interview answers.
Become a skilled orator
The structure of the interview answer, plus the tonality, volume, and pace of the speaker is just as important as the content.
Recruitment research, time and time again, shows how a structured job interview helps to predict the job performance of the pool of interviewees.
This is why a high number of hiring managers have turned to behavioral and situation job interview questions.
Each of the applicant’s answers are marked against the scoring criteria on the employer’s job interview scorecard.
In simple terms, to gain a satisfactory score the job applicants must reference the job criteria.
This is why content is king.
There are three ways to present content:
As a story (giving an example)
Using facts, figures and data
In a logical sequence
Ideally, the savvy interviewee will use a mixture of ways to showcase how they meet the criteria for the position.
A job interview identity is a mixture of content and delivery. An employer will have a positive view of a job applicant who they perceive to have a high level of knowledge and experience and who delivers answers with confidence.
Job Interview Stories
Research using MRIs shows how two people’s brains synchronize when one person is telling a story to another.
Job interview successes come down to the communication of competencies, which is influenced through likeability, unconscious bias, and rapport. “The stronger the coupling, the better the understanding,” said Uri Hasson, a professor of psychology and neuroscience at Princeton University.
Giving examples, or stories, activates the brains ‘social interactions’ regions, where the mind becomes focused on what the character is thinking and feeling rather than the sequence of events itself.
In short, the employer when listening to a story or example, will be more able to predict the motivations, emotions, and beliefs of other people – the suitability of the applicant vs the culture of the company.
Facts and Data
Facts, figures and data shouldn’t be ignored.
The conscious part of the mind can process 50 bits of information per second, but the brain receives around 11 million bits of information per second.
The mistake career professionals make, when presenting data, statistics and figures, is that they overwhelm the employer with numbers.
Most information received, is stored in the short-term memory for around 20-30 seconds. The short-term memory is limited to the amount of data it can store. Psychologist George Miller found that people can store between on average 7 items in short-term memory, give or take 1 or 2 items.
Numbers don’t create high-scoring interview answers, stories do. The data, is the evidence to make the story believable.
When presenting data during a job interview, the applicant needs to first give context – the beginning of the story.
Percentages, statistics, data and facts and figures are valid tools to use in a job interview, as the numbers given can shock, inspire or create intrigue.
The framing of data creates a short-cut that influences how the employer hears the evidence, as a positive or negative. An example of this is the marketing frames food products use. One yogurt brand states “This yogurt contains 20% fat” and the other: “This yogurt is 80% fat-free“ Same information, different frame.
Humans like the numerous ways numbers are presented, as the data makes it easy to understand complex information.
The employer’s assumption is: ‘the numbers speak for themselves even though specific evidence may be missing.
Logical Sequence
A second barrier, during a recruitment process, for the short-term memory is being able to follow the interview answer and therefore understand the point the job applicant is making.
The lack of preparation, alongside the anxiety created in an interview environment, often results in interviewees vomiting meaningless information that doesn’t make logical sense.
When asked a question, the human brain is hard-wired to find a response.
In an article on Medium they said: “With the conditions set for the brain to respond to the question, there’s a rush of dopamine. This can have two opposite effects. On the one hand, it might trigger our reward mechanism and we are motivated to go in search of the answers. On the other hand, we might fear giving the wrong answer which makes it more difficult for us to think in a way that will help us provide a worthy response to the question.”
Once asked a question, it is hard for the mind to focus on anything but the question.
The rule of thumb is that an interviewee will be nervous, attempting to find a suitable response that won’t be rejected by the hiring manager.
It is the fear of rejection and the pressure of time, needing to respond to the question instantly, that results in a mind-dump. A mind-dump is when an applicant says whatever comes into their heads.
The problem here, is that humans think of options. If I ask you what restaurant would you like to eat at for your Birthday? You would probably think of several options.
This same thought process happens in a job interview. Once asked a question, the candidate will have several scenarios popping into conscious awareness.
A prepared and practice interviewee doesn’t suffer from a mind-dump, as the repetition of answering predicted questions creates an automatic response; the interviewee starts the delivery of the interview answer without conscious awareness.
What is often misunderstood is the logical sequence required for a high-scoring interview answer.
The nonsensical answer, is created by a splatter-gun approach of random bits of information, data and parts of stories, all confusing the employer.
By having a logical sequence, not only does the employer follow the answer clearly, the interviewee feels more confident.
To increase job interview success, career professionals need be aware of their own interview identity – how the applicant is perceived by the interview panel during the recruitment process.
The 16 interview identities sit within 4 overarching identity categories, based on the candidates perceived level of knowledge and experiences vs the applicants level of confidence.
The two axes, knowledge/experience and confidence, have a low to high scale. The 4 interview identity categories create a generic opinion.
Low level of knowledge/experience and a low level of confidence
Low level of knowledge/experience and a high level of confidence
High level of knowledge/experience and a low level of confidence
High level of knowledge/experience and a high level of confidence
It is important to remember that the interview identities have no relation to a career professionals ability to perform tasks in the real world or work, instead they are the employers perception of the applicants predicted job performance.
“A skilled worker who fails to communicate their competencies confidently can be seen as less skilled then they actually are”.
Chris Delaney author of ‘what is your interview identity’
Incompetent job applicants have a lack of job experience and confidence, resulting in a nervous display during the recruitment process and a misunderstanding of the job interview questions.
Deceitful
The deceitful characteristic comes from a high level of confidence with a low level of industry knowledge and experience. They talk the talk, but cant walk the walk, resulting in an increase in destruct.
Uninterested
Career professionals with a high level of knowledge and experience, but who lack the confidence to express their competencies during the interview, can be seen as uninterested in job position – why else would a highly skilled applicant give short snappy answers?
Employable
Being skilled at communicating competencies confidently creates a persona of being employable, or highly employable. Descriptive and detailed answers, delivered well using a number of non-verbal communication skills, creates likability and desire from the interview start.
Take the interview prediction grid test:
16 Interview Identities.
As each of the interview identities is the employers perception of the applicants ability to complete business-as-usual tasks, the generic opinion can easily change if the interviewee can improve either their perceived level of knowledge/experience or their level of confidence during the recruitment process.
By understanding the sixteen interview identities, job applicants can tweak how they confidently communicate their competencies to create one of the more positive identities’ that often results in job offers.
A detailed description of each interview identity can be found by taking the interview prediction grid test.
Comes across as lacking the required skills and experiences for the role
Has a low opinion on self
Struggles to give detailed interview answers
Struggles with challenging or technical interview questions
Lacks industry related knowledge and experiences
Gives short snappy answers
May possess the required soft skills for the advertised role, but cant communicate any relevant experience in a way to gain a high-scoring answer
Doesn’t always understand the meaning behind the interview question
Gives answers that not relate to the job criteria
Can be seen as suitable for low-skilled roles or for positions where the employer can support the employee, a level 2 apprenticeship as an example
Answers are more detailed when talking about a personal experience, compared to answers for situational job interview questions
Not as self-assured as some of the other interview identities
A very confident communicator who will express themselves well, but who may hint to having skills and experiences that they don’t possess
Struggles to answer technical interview questions due to a lack of industry experience/knowledge
Doesn’t understand industry jargon and acronyms which can lead to answers that are irrelevant to the job interview question
A highly confident interviewee who believes they are more suitable for the role than they actually are
Skilled at self-promotion, but lacks the industry insights that is required to produce high-scoring interview answers
Answers questions quickly, assertively and confidently, even when they don’t have the required criteria mention in the interview question
Possesses enough sector-related experience to give detailed interview answers, but not enough prior experience for this to be consistent throughout the recruitment process
Employers are often impressed with answers relating to personal skills and qualities, as the applicant is a self-promoter
Struggles to recognise the job criteria for high-skilled roles
A self-assured applicant who is consistent with their own self-promotion
Lacks a deeper understanding of sector related models and theories that highlights, to the employer, their lack industry experience
May argue a point with an employer, even when lacking industry knowhow
Has a good level of industry knowledge, which is hidden away by their lack of ability to share their experiences
Interview answers are often short and snappy, filled with filler words
Employers initial opinions are negative due to the applicants lack of rapport
The quality of interview answers is sporadic, with the applicant able to talk more in-depth about business-as-usual tasks, but struggles when the employer challenges them
Some answers will promote a unique selling point, but others may self-disclose weaknesses
Potentially, a highly-skilled worker, who may struggle from imposture syndrome
A highly employable applicant, due to the a large amount of industry experience and academic qualifications, but struggles with their own self-esteem and confidence
Interview answer’s are short , snappy and fast-paced in delivery with the applicant keen to get the interview over with
Employers will recognize the wealth of industry expertise, but on the other the interviewer will be concerned about the candidates confidence levels and how that may effect the team once employed
Answers are mixed, with some being technical and in-depth, while others lacking any real substance
The candidate can come across as standoffish when the applicant doesn’t respond to follow up questions with a detailed reply. But can give enough evidence to show their range of job related skills
A highly-skilled individual who will open up to a ‘warm’ interviewer, but can shut down when interviewed by a ‘cold’ employer
Applicants are aware of their own abilities and expresses these well throughout the job interview
Rapport is easy to build and employers often have an instant liking towards the self-assured interviewee
Cam debate subjects, but cant persuade as well as some of the other high/high interview identities
Able to communicate their competencies confidently throughout the recruitment process, with employers seeing potential from the interview start
Can be argumentative when challenged on a particular subject or knowledge, which can be their undoing
Has a strong presence, with the employer having a positive ‘gut’ feeling about the obviously highly-skilled applicant
A high number of years in the industry and the easy to recognise specialist skills results in consistent job offers
Consistently delivers strong interview answers with examples while stating industry models and sector processes
A very confident applicant, but not being a the over top of the confident scale can, sometimes, effect the impact of their interview answers
The highest level of knowledge/experience and highest level of confidence, out of all the 16 interview identities, does create regular job offers but not as consistently as the egocentric applicant would like
A self-promote who can easily showcase their value while impressing the employer with their personality traits
The self-absorbed characteristic and their inflated view of self can place seeds of doubt in the employer minds
To have regular interview success, applicants need to be able to identify the type of hiring manager in front of them and know how to respond to the interviewer’s behavior.
By understanding the various types of interviewers creates confidence, helping to win over the interviewer and gain more job offers.
In addition to knowing the three interviewer types, career professionals must be aware of their own interview identity – how the applicant is perceived by the interview panel during the recruitment process, and how their interview identity naturally responds to each of the three types of interviewers.
It is these two things, identifying the type of interviewer and understanding how one is perceived in the job interview, that can create a more successful job interview outcome.
The fair interview process.
The goal of any recruitment process is to predict the job performance of each job applicant.
The highest scoring interviewee will, in most cases, be offered the advertised vacancy.
The interview process, therefore, is a logical process. The employer creates a list of essential job criteria, and the applicants interview answers are cross-referenced against the criteria, with each answer being allocated a score or point.
Detailed answers that evidence a high level of knowledge and experience, especially when communicated confidently, will receive the highest possible points.
Not all interviews are equal.
Most recruitment processes aren’t equal, as the interviewer themselves affect the behavior of the interviewee.
Research shows, how an employer that has a natural liking towards a certain applicant will, at the subconscious level, subtly change their behavior that encourages the interviewee to be more open, confident, to give higher-scoring interview answers.
An interviewers opinion of someone, which in turn affects their decision-making process, can be manipulated by any number of things, including:
An interviewee, who is being interviewed by a hiring manager they have a rapport with, will behave differently during the question and answer session than they would when interviewed by an employer they believe doesn’t ‘like’ them.
Applicants in rapport with the employer will:
Be more willing to share personal opinions, ideas and suggestions
Incompetent job applicants have a lack of job experience and confidence, resulting in a nervous display during the recruitment process and a misunderstanding of the job interview questions.
Deceitful
The deceitful characteristic comes from a high level of confidence with a low level of industry knowledge and experience. They talk the talk, but can’t walk the walk, resulting in an increase in deceit.
Uninterested
Career professionals with a high level of knowledge and experience, but who lack the confidence to express their competencies during the interview, can be seen as uninterested in the job position – why else would a highly-skilled applicant give short snappy answers?
Employable
Being skilled at communicating competencies confidently creates a persona of being employable, or highly employable. Descriptive and detailed answers, delivered well using a number of non-verbal communication skills, creates likability and desire from the interview start.
Take the interview prediction grid test:
Three Types of Interviewers.
Initially, interviewers can be put into two categories:
Trained
Untrained
Generally speaking, high-skilled professionals applying for high-salaried roles in large organisations will be interviewed by a trained HR or hiring manager.
Trained interviewers, often, will have undertaken unconscious bias training, understand the research behind a structured job interview, and will interview with a panel of job interviewers to help create a fairer recruitment process.
In addition, the recruitment process is likely to consist of 3-6 rounds of interviews, with applications being ‘blind’ – removing the candidate’s name, age, higher educational institute, to help remove any pre-interview unconscious biases.
For low to medium-skilled roles, or in small organisations, the applicant is likely to be interviewed by their potential new line manager.
In this situation, the line manager is unlikely to have undertaken any in-depth interview training and may not be aware of the effects of unconscious bias.
The interview will consist of, on average, one or two interview rounds by one or two interviewers.
In this case, it is likely that the interviewer(s) will be just as nervous as the applicant.
The three interviewer types; cold, warm and expert, can each be either a trained or untrained interviewer.
There has been much research conducted on the impact of the interviewer’s behavior, including verbal and non-verbal communication.
To spot the type of interviewer requires observation. The three types will give their identity away with telltale signs:
A cold interviewer will:
Frown
Sigh
Avoid eye contact or stare
Clock watch
Ask closed questions
Doesn’t smile
Doesn’t ask follow up questions
Be dismissive
A warm interviewer will:
Smile
Nod along with the applicant
Have strong eye contact
Be more personable
Ask follow up questions
Be re-assuring
Creates a conversation
Put the applicant at ease
Encourage with gestures and open body language
An expert interviewer will:
Naturally use industry jargon and acronyms
State sector related theories and models
Have a strong opinion
Challenge generalizations or data/information they believe is incorrect
Request specific examples and evidence
Ask for the applicants opinions
Come across as an authority/expert which they are
The four different interview identities will respond differently to each of the three job interviewer types.
The natural response to a cold, warm or expert interviewer.
Awareness creates change.
By understanding the interviewer types and the applicant’s own interview identity creates awareness. With awareness comes change.
A cold interviewer.
A cold interviewer increases the anxiety of a low confident interviewee, the incompetent and uninterested applicant.
This is because a lack of self-esteem creates an internal focus, leading to job candidates questioning whether the interviewer’s negative behavior is due to how they are acting in the job interview.
Whereas high-confident individuals have an external focus. In an article on scientific America, they say “If the interviewer is cold, highly confident candidates are able to externalize the behavior and not believe that it directly reflects on them.”
The more confident an applicant is, the more consistent their (confident) interview performance is.
A warm interviewer.
The encouraging nature of a warm interviewer, research shows, gets the ‘best’ out of the interviewees, which in turn allows the employer to predict the job performance of applicants.
Even an anxious applicant, an incompetent or uninterested interview identity, will perform much better – give higher-scoring interview answers when interviewed by a warm interviewer.
In fact, the more personable approach of a warm interviewer, prior to the question and answer stage of the interview IE the asking of non-job-related questions “did you find us OK?” or “how was your weekend?”, can help some applicants evolve their interview identity to the most successful quadrant, the employable interview identity.
The interview identity, as we have said, is the perceived level of knowledge and experience vs the level of confidence of the applicant in the job interview.
Therefore, the friendly nature of the warm interviewer can increase an experienced applicant’s confidence level, which in turn improves how that candidate answers the interview questions- giving more descriptive and detailed interview answers.
A warm interviewer encourages confident interviewees – the deceitful and employable interview identity, to be more self-assured leading to an increase in self-promotion.
The deceitful interview identity candidate will have conviction in their own statements, and even argue points with an interviewer. When interviewed by an ‘expert’ interviewer, the interviewer will challenge anything they view as inaccurate which creates the ‘deceitful’ identity.
But, if the warm interviewer isn’t an expert and/or lacks confidence themselves, the deceitful applicant can instead be viewed as having an ’employable’ interview identity.
An expert interviewer.
An expert interviewer can be ‘warm’ or ‘cold’. The difference is the expert has a wide range of sector-related knowledge and expertise, and the confidence to challenge an interviewee’s answers/knowledge to better to predict the job performance of each applicant.
Low levels of knowledge and experience applicants, the incompetent and the deceitful interview identities, are quickly recognized as not having the required level of competencies by the expert interviewer.
The expert interviewer is often interested in evidence-based interview answers, they preference data and use logic to help make hiring decisions. This analytical process becomes the barrier to anyone but the most experienced and knowledgeable career professionals,
Confidence is an important factor when interviewed by an expert. Confidence creates self-promotion. The employable interview identity, compared to the uninterested interview identity, will deliver descriptive, self-promoting and evidence-based answers that can be easily cross-referenced against the interview scorecard.
Uninterested interview identity candidates have the same level of experience and knowledge as an employable identity but lack that all-important ingredient – confidence.
It is the lack of confidence, that decreases communication. At the worst, the uninterested applicant has imposture syndrome and will self-declare a high number of weaknesses, at best their answers are positive but lack detail.
The expert interviewer may be aware of the higher level of knowledge and experience and even ask follow-up questions. But, if an applicant doesn’t state the required criteria on the interview scorecard it is unlikely they will be in the top 3 high-scoring applicants.
It is the lack of sharing information, being aloof and presenting short snappy interview answers that creates the identity of being uninterested in the job role/interview.
The structured job interview is designed to be a logical process, with answers being cross-referenced against the job criteria before being given a score.
Employers want to hire the most suitable applicant. This is the goal of every recruitment process. The ‘interview identity’ is created during the answers to the first interview answer. It is a generalisation of the suitability or unsuitability of an applicant for the advertised position.
If the interview identity is a negative identity, most employers will simply want the interview to end as quickly as possible. This can lead to a ‘warm’ interviewer, acting more ‘cold’ than they normally would do.
If an interview is going badly, the applicant needs to change their approach to win the interviewer around. The ‘what is your interview identity’ book explains actions the interviewee can take during the recruitment process.
5 signs that an employer likes the interviewee.
The interviewer will ask a more specific follow up questions to gain a more detailed answer
A cold interviewer will act more warm; smiling, nodding, eye contact
The interview panel will discuss how (the interviewers answer/knowledge) would help them solve a particular barrier
Employer will disclose how they like the applicant
Additional questions about the applicants situation will be asked; notice period, if the applicant has other job interviews
Many people become Deliveroo drivers or cyclist as the job allows the delivery driver flexibility in their workings hours (as the delivery driver or cyclist is officially self-employed) while having 24hr support from the Deliveroo team.
This article will help you understand the Deliveroo recruitment process and how to answer the commonly asked job interview questions for a Deliveroo driver or cyclist.
Eligibility to Work for Deliveroo.
On the Deliveroo ‘apply‘ page, they state that drivers need:
Scooter, bike or car (with license and insurance)
Safety equipment (e.g. helmet)
Smartphone with iOS 12 / Android 6 or above
Proof of your right to work self-employed in the UK
Age 18+
Deliveroo provide insurance for their drivers/cyclist.
When applying for a Deliveroo position, applicants need to complete the Deliveroo Rider Application form. You will need your driving license if you will be a car/motorcycle delivery driver.
Deliveroo Job Interview.
Once an application form has been accepted, the applicant will be invited to an job interview.
Depending on the area applicants apply for, the interview maybe virtual, via telephone or face to face.
Generally speaking, the interview is an informal interview to check if the applicant has the right attitude and work ethic for the role.
This is due to the position being self-employed. Deliveroo riders pick their own working hours and can as earn as much or as little as they wont to.
Deliveroo also focus on their brand and hire riders who will help enhance their brand with speed and customer service.
Because Deliveroo complete mass recruitment process, rather then several applicants applying for one single position, interviewees aren’t up against other candidates, instead they only need to be seen as suitable to gain the job role.
Compared to a structured job interview, the Deliveroo recruitment process is fairly tame. But this doesn’t mean that an applicant shouldn’t prepare for the interview.
In fact, a lack of preparation is one of the reasons why some people fail to receive a Deliveroo rider job offer.
To prepare for the recruitment process:
Read the potential job interview questions
Plan answers embedding your own experience and stories into the formulas below
Smile, be friendly and answer questions confidently and assertively
The interview questions below have come from Deliveroo riders. Remember that questions do change depending on what part of the country you will be working in.
In other areas, Deliveroo will give you a trail once you pass the job interview.
What do you know about Deliveroo?
One of the first interview questions to be asked is – what do you know about Deliveroo or why do you want to work for Deliveroo?
This is the time to sing Deliveroos praises, state everything that is good about the company, and how they are better then there competitors.
Stand out by conducting some research on the history of Deliveroo – it makes interesting reading. And state facts in this section of the recruitment process.
The interviewer will think ‘wow they actually know more about the company then I do!’
Also, end by stating why you want to work for Deliveroo and not, as an example, Just Eats.
Interview Answer:
‘While deciding what company I wanted to work for I undertook some research. I really like how Deliveroo started out (add some well researched historic facts) and (add second fact). I know that Deliveroo (add fact about the number of employees, or the number of businesses Deliveroo partner with, or the financial situation at the the of the interview)
I personally like the customer service you get from Deliveroo. As i am customer focused i thought this would be a good fit for me. In addition I posses (add skills) which suit this job role.
To summaries, I like X about Deliveroo and I have A, B and C skills that make me an ideal candidate for the role.”
How did you hear about the Deliveroo?
Again, the applicant can praise the company achievements: “Deliveroo is the most famous…” “Deliveroo’s marketing strategy ensures that everyone knows about Deliveroo..” “I’m a Deliveroo customer and I love…”
To help pass the interview, candidates can build on the initial praise by (if true) explaining how a friend of theirs works for Deliveroo and how they said that (add additional praise relating to working for Deliveroo IE training, support, working conditions)
How would you handle the pace of the work?
Deliveroo drivers are busy. Orders come in throughout the day/night and customer expect a quick delivery.
In short, time-management is key here. When answering the ‘pace’ question first show an understanding of the role before explaining how you would manage the workload.
Open with something along the lines off:
“As a Deliveroo rider I know there will be a large amount of orders coming through, especially during busy periods such as weekends and evenings. I would only except the deliver jobs if I was confident that I could collect the order and deliver it to the customer in a timely fashion….”
Next, explain local knowledge. As an example, delivering in rural areas may make order deliveries a longer process due to the distance between residential homes. In addition the applicant could explain their extensive knowledge of the area which will speed up delivery times.
Or, an experienced delivery drive/rider could reference their experience. Or cycle rider may explain how they can quickly repair punctures to ensure the food is delivered hot.
End with a summary: “To summaries, I know how busy a shift can be, and that orders need to be delivered on time with food being hot. My organized and sensible approach, will ensure I only pick jobs I can complete in a timely fashion. And I have local knowledge that will help me fulfil the orders.”
Do you have a clean driving license/Do you have a bike?
This answer can be short: “Yes I have a clean driving license, I have been driving for X number of years” or “Yes I have my own bike. I really enjoy biking which is why I have applied for a cycle delivery role”
Additional selling points can be embedded to the interview answer: I also have experience of delivering food on time, I normally use (add technology) to find the correct and quickest route”.
Why do you want this job role?
The best way to answer this question is to focus on how the applicant likes the day-to-day tasks and environment: “I enjoy working outside..” “I love the idea of exercising as part of my job..” “As an introvert I work really well on my own…”
Deliveroo know, for most people, this isn’t a job for life. Many Deliveroo riders are students, part-time workers or use the extra income as a side huzzel – as the riders are self-employed.
The interviewer isn’t looking for someone to say how they want to work their way up through the organisation to one day be the CEO, instead the recruitment process is designed to check that you would enjoy the business-as-usual tasks and make a good Deliveroo rider.
Are there skills or tasks you did at previous jobs that are valuable experiences for this job?
Open job interview questions allow the applicant to talk about anything they feel would help them stand out, and be offered the position.
To answer the questions state: “Yes, when working at X company I was responsible for (task) which gave me (skill) which would be useful when (Add Deliveroo task)”
Deliveroo riders required skills:
Communication
Working alone
Speed
Able to use apps/technology
Driving or cycling skills
Additional driving/cycling skills IE change a tyre
Map reading
Eye for detail
Working outdoors
Polite and friendliness
Professionalism
Advocate for the organsiation
If you were out on a delivery, and you punctured your tyre, what would you do?
Situational job interview questions are when an employer state the applicant to respond to a future scenario.
To answer the situational interview question, the applicant can list a step by step process of what they would do: “In this situation I would first do X, because of Y, Next I would do X, then X, and finally X”
To add to the answer, the interviewee can back up the stated process with an example: “When working as a X, this same thing happened, what I did was….”
Give me an example of customer service?
Deliveroo riders are communication kings.
As a Deliveroo driver, you have to communicate face-to-face, via an app, and on the phone. Communicating to customers, restaurants and the Deliveroo support team.
When giving an example use SAP – Situation, Actions and Positive Outcome:
“Last month (situation) happened. Immediately I (add three actions) which ended with (positive outcome)”
Can you work unsupervised?
In most Deliveroo job interviews the interviewee will be asked if they can work alone.
The initial answer is “Yes..”
Follow this up with why “Yes, in all my previous roles I have had to work alone…”
End with an example: “An example of this was when I worked at X. In this role I was responsible for (tasks when working alone) As a sole worker I would (explain how you completed tasks and stayed motivated)”
How to answer HR (Human Resources) Assistant job interview questions.
HR assistant, sometimes known as a HR administrator, job roles are entry-level job roles. This means that the employer doesn’t expect the job applicant to possess a high number of years in the industry.
Instead, the interviewer is looking for potential, the right fit for the organisation.
This article will explain how to pass a human resource assistant job interview. We will provide a list of commonly asked human resource assistant job interview questions and answers.
What is a HR assistant job interview.
The HR assistant recruitment process often consists of a signal job interview, conducted by an HR professional or manager.
The interview will last around sixty minutes, with the interviewer asking around eight job interview questions.
As the position is an entry-level role, the employer will do their best to put each candidate at ease.
To put the applicant at ease, the interview panel will:
Make small talk
Explain the interview process
Initially, ask open questions
Small Talk
To relax a nervous interviewee, interviewers will create small talk.
Small talk helps as it creates a conversation (the small talk isn’t part of the job interview itself), puts the applicant at ease, and helps communication during the job interview, as the candidate has been encouraged to speak.
Small talk questions include:
Did you find the building ok?
What do you think about the weather today?
Do you want a tea, coffee, water?
The small talk section of the job interview, can be used to help shape an applicants interview identity, how the employer views the candidate: suitable or unsuitable.
As an example, if asked ‘did you find the building ok?’ an applicant can easily reply with: ‘Yes it was easy to find’ or can show preparation skills by replying with: ‘Yes, I’m an organized person, so I drove here a couple of days ago to ensure I would be on time’.
Another example, when asked about ‘What did you do over the weekend?’ The applicant could respond by talking about a sector-related book they were reading.
“Pre-interview communication effects the job interview outcome”
Chris Delaney Author of what is your interview identity
Even the level of communication confidence; the language used, the number of filler words, pace and speed, all effect the employers opinion of the applicant, prior to the job interview start.
HR Assistant Job Interview Questions and Answers.
Below is a list of commonly asked job interview questions, and an explanation of how to answer each question, for a Human Resource Assistant job interview.
Tell me about your experience and how it relates to a human resource assistant job role?
For an entry-level position, employers aren’t expecting a string answer for this opening interview question.
This, then, is a great opportunity to be viewed as hirable by preparing a high-scoring interview answer.
The answer should include:
Relevant qualifications
Past experiences relevant to the job role
Skills and qualities
The reason why you have applied for this role
“For the past X years, I have been working in (add job sector) where I have been (add relevant HR and administrational duties). Over this time I have built up a wealth of skills and qualities which include (add HR required skill/quality). I possess a (add qualification) and have applied for this role because (add reason: passion, interest, possess the skills)”
How would you provide administrative and organisational support for HR colleagues?
There are different ways to answer job interview questions. For higher-paid positions, where employers expect an applicant to possess industry experience, the interviewer will ask ‘behavioral’ job interview questions.
For lower-paid entry roles, the questions will be framed as ‘situational’ – ‘What would you do…’ and, ‘How would you…’
To answer a situational job interview question, applicants can so knowledge by:
Sharing industry-related theories
Well used sector models
Give a step by step plan of what they would do in a given situation
“One of my key strengths is (add strength IE organisational skills). In work, I (add model IE the time management matrix model) This allows me to (explain model). To support HR colleagues on a day to day basis I would (add actions you would take IE offer my support, complete tasks on time, share my knowledge of excel, etc)
For the later part of the interview answer, the skills and duties, think about the job role. What skills are required for the common HR assistant duties?
Communication
Listening skills
Accuracy
Organisational
Excel, Word and database knowledge
Understanding HR legislation
Fast typing skills
Dictation and note taking
Being professional
Telephone skills
How could you support monthly payroll tasks?
When asked any job interview question, the interviewee should first ask themselves ‘what skill, experience, or quality is the employer looking for evidence for through this interview question?’
For technical skills and duties, job hunters must, prior to the job interview, research what will be expected of them once employed. For the above question, job applicants must understand what payroll is.
As payroll consist of calculating employees’ salaries, calculating tax, and reporting spend to HMRC, the successful applicant will require ITC skills, excellent numeracy skills, and attention to detail.
The ‘How could you support..’ section of the interview question, indicates that the employer is checking the applicant’s level of knowledge and experience – their ability to complete this task.
To answer this interview question, use the formula ‘skills x actions’
State the relevant skills or experiences you possess relevant to the described duty and follow this up by explaining how that skill would assist with the duty.
“One of my key strengths is my attention to detail. I have a mathematical mind and can easily work out large calculations. I always check my work and ensure I cross the T’s and dot the I’s. When assisting with payroll I would be able to double-check the workings outs, take on any calculations, and assist with any spreadsheet and databases.”
What experience do you have using data systems?
In all human resources positions, the HR team works on various data systems and spreadsheets.
It is highly advantaged for any HR assistant to train in, as an example, Excel. Skilled excel employees can create automate calculations, create visual versions of hard data, and designed formulas. This knowledge could be the unique selling point that gives one applicant the edge over another.
Answer the interview question, by stating the duration of working with data systems, name each data system and give a real-life example of using one of the stated data systems.
“I have worked with various data systems for X numbers of years, including (data system 1, 2 and 3). An example of what I can do is (add specific example IE designing pivot tables)”
What do you need to think about when being the first port of call for an employee with a HR query?
Throughout the HR administrator or assistant job interview, there will be a number of duty-related interview questions.
Some of the questions will be situational interview questions, asking how you think you would handle X or what would you do in Y situation.
The list technique can be used to highlight a diverse skill or knowledge range. The list formula is ‘list x example’ List possibilities and pick one that is explained in detail.
“When being the first point of call you need to (list options IE record the date of the call, collect personal information, explain data protection, record the conversation…) An example of this was (give SAP example)”
Do you have any questions for me?
Always attend a job interview with interesting questions to ask the employer
What training and development is available for new employees?
Does the company help HR administrators to advance into HR roles?
How would you describe the managment style within the HR department?
What do you like about working for this organisation?
The content of a job interview answer, the criteria referenced, is the single biggest influencer of the allocated scores an employer will give during the structured job interview process.
Applicants who constantly fail job interviews, spend on average just 4-5 hours preparing for a forthcoming job interview. Whereas, consistently good interviewees, those who gain regular job offers, will spend 4-5 days in preparation and rehearsal.
The difference between a 4-5 hr prepared interviewee and a 4-5 day prepared applicant is the development of their interview answers. This article will explain how to develop an interview answer to receive high-scoring marks.
Interview Scoring Basics.
Much research shows how employers favor the structured job interview over the informal recruitment process, with behavioral and situational job interviews being the most commonly used interview questions.
Employers mark applicants’ answers against their own scoring criteria on the interview scorecard, with each employer having a personalised system. What this means, is each interview question has a score allocation depending on the type of answer given.
The interviewer, in most cases, to help them accurately score an answer, will have an example reply for a 1-4 scoring system. The example is used as a guide by the employer.
An interview answer that is irrelevant to the interview question/job role will be viewed as weak, only scoring 1 point.
Mentioning the job criteria scores higher, but a basic answer isn’t enough for en employer to understand what the applicant can bring to the team, resulting in 2 points.
A well structured interview answer mentioning the required job criteria for the interview question/job role, as well as clearly stating the actions the applicant took in the example used often results in 3 points.
Being veiwed as highly knowledgable and experienced, through a confidently delivered answer that shows understanding of sector conepts, models and theories, backed up with a real-life example creates an optomistic interveiw identity, scoring on averrage 4 points.
Job interview Scoring Example.
1 = Poor
2 = Satisfactory
3 = Good
4 = Excellent
In addition to the example answer, to help the interview panel compare an applicant’s answer to the ideal answers, the interveiwers will have a minimum scoring criteria that will be used as a benchmark for checking suitability.
If the total number of allocated points doesn’t meet the benchmark, the applicant(s) won’t be offered or considered for the job, even if all the applicants fall under the benchmark score.
On average 8 interview questions are asked, with a maximum of 32 points. In many cases, an employer will use bewteen 22-25 as a benchmark score.
In short, strong answers that reference the job criteria, receive high points. High-scoring interviewees are consistent in receiving job offers.
A basic response, scoring low on the interview scorecard, would be:
“Situation x Outcome”
“In this situation I faced (problem) but in the end I (outcome)”
Another example of a low-scoring outcome is the listing technique. Instead of giving an example, the applicant list tasks relevant to the interview question. Imagine the question was:
“How do you manage your time?”
The applicant may say: “I use diary management, phone alerts, to-do lists, and start with the easiest tasks first.”
List answers do cover a lot of bases, as they list all possibilities. The idea is that list will mention some of the job criteria on the interview scorecard. The problem, though, is the lack of an example, which provides evidence of how you, in this example, manage time in a real working environment.
In most cases, the career professional will use the STAR method. The STAR technique encourages a more detailed answer.
Chris Delaney, the author of ‘what is your interview identity,’ says:
“highly confident interviewees use a longer and more descriptive interview answer, then low confident applicants. It is the longer interview answers, due to meeting the job criteria, that results in an increase in job offers”
Chris Delaney Author: What is your interview identity.
STAR stands for Situation, Task, Action, and Result.
Returning to the “Give me an example of overcoming a problem?” interview question, the applicant using the STAR technique will add additional elements to the basic ‘situation x outcome’ answer.
A STAR method interview answer would something along the lines of:
Situation: “The barrier we faced was a decrease in customer orders..”
Task: “It was my responsibility to complete a marketing campaign to increase customer orders…”
Action: “I did this by using Google pay-per-click advertisements…”
Result: “The result of this was a massive increase in orders during the pay-per-click campaign.”
Even with a little more meat on the bones, a basic STAR interview answer doesn’t make the cut.
Think about it. A 49-word answer is delivered in less than a minute.
The answer, even though it shows a journey, at a basic level says: To increase sales I create a Google Ad.
The employer thinks: “To be honest, anyone can create a Google Ad, so why should I hire this individual?”
Ask yourself, what will make me stand out from the crowd? What is my unique selling point?
Ok, we know through the STAR answer, the Ad created worked: Result: “The result of this was a massive increase in orders during the pay-per-click campaign.” But, is this enough detail to score more than 2 points?
In the job interview, employers are reviewing more than just the interview answer. At the back of the interveiwers mind, they are thinking:
How will this applicant fit in within the current team, structure, and company values?
What impact will the applicant have on (team/sales or productivity/customer and stakeholder relationships/employers time)
How does this candidate compare to the other interveiwees?
Create High-Scoring Interview Answers.
To answer any job interview question the applicant needs to show:
Understanding of the job interview question
Thought process – why they choose certain actions
Long-term impact
The three elements must be embedded seamlessly within the job interview answer.
Let’s return to the STAR example answer. And review, what is missing.
Situation: “The barrier we faced was a decrease in customer orders..”
Each situation described, should be detailed enough to make it clear to a new employer why there was a need to take action. Ideally, the example chosen will be a similar barrier or goal that the new employer we face.
A more detailed version of “the barrier we faced was a decrease in customer orders…” is:
“Working for a small online retailer, the business at first did well prior to the large retail businesses promoting their online stores. Each year saw a fall in online sales and customer orders.”
If the new employer, for this example, was also a small online retailer the additional detail will give context and create understanding, the example is easy to relate to.
This shows the power of choosing the most appropriate examples depending on the employer. If the same applicant was applying for a well-known (large) high-street retailer, the example used could be reframed or a new example chosen.
A similar example but from a different position in a larger organisation
Reframed; the situation was’ competing online against a larger retailer’, rather then the focus of the interview answer being on losing business
Using a different ‘problem’ the candidate had overcome
Task: “It was my responsibility to complete a marketing campaign to increase customer orders…”
The task section should start by explaining the consequences of not successfully completing the tasks that will be stated in the interview answer:
“The managing director had told us that we had 12 months to increase sales or the organisation may have to look at redundancies.”
High-scoring interview answers are specific and filled with data. A more detailed answer allows the interview panel to compare the tasks and goals vs the outcome.
A more specific version of the above example could look like this:
“The managing director had told us that we had 12 months to increase sales by 45% or the organisation may have to look at redundancies. This meant generating around 3000 new customers each month, each spending an average of £50 per purchase“
The task section could also state the project/company tasks as well as the applicants individual tasks:
“The marketing team was tasked with creating a 12-month marketing plan covering new lead generations, increasing up-sales on the webpage, and building a customer loyalty base. My task was to design Google Ads to increase the website visitors by an additional 25%”
Action: “I did this by using Google pay-per-click advertisements…”
The most important section of the STAR interview method is the Actions segment.
The explanation of the ‘actions’ section must include ‘I’ not ‘We’. Employers are always looking at the applicant’s skills and experience. The common use of ‘we’ can dilute the answer, as the interviewer may be unsure of the applicant’s part in the process.
This part of the interview answers needs to be meaty. The “I did this by using Google pay-per-click advertising” doesn’t cut the mustard. When stating actions add more meat to the bone.
Actions should be broken down into three sections:
Research/Creative problem-solving
Choosing options
Actions
The mistake made by many career professionals is listing the actions they took. In most situations, several pre-action tasks are first completed.
With our example, the candidate would first research what makes a successful Google Ad. With this insight, the applicant would next create several designs, discarding some and improving others.
Highlighting the thought-process in an interview, helps the employer to get to know you: how you work, your motivation, work ethic, and creative problem-solving skills.
In addition to the idea generation, employers want to understand a potential employees decision-making process:
Do you follow procedures or prefer being innovative?
Are decison made based on how they affect others or on data/facts?
Was the choose made from the perspective of the company or the team/individual?
Do you need to be told to make a certain decison or can you make up your own mind and defned your choice, even if the choice is unpopular?
Decision-making is viewed as so important that companies like Amazon ask interview questions based on their leadership principles, including decision making.
Finally, the candidate can end this section of the interview answer by stating the actions they took.
“As our current pay-per-click campaigns weren’t being effective, I first undertook some research on what type of advert attracted customers who are wanting to purchase our type of product. The advert we currently had running was costing around £10000 per month but only generating around £7500 of sales. My research has shown how generic adverts increase clicks but not necessarily sales, especially in a company like ours which has niche products.
I created several adverts that were able to market the product in an intriguing way, to increase clicks but to decrease clicks from potential clickers who wouldn’t purchase the products, This was easily achieved by adding the cost of the goods to the advert itself.
The adverts were run simultaneously to test which advert was most successful. I did this for a two-week period and then fed the results back during the marketing meeting.”
Result: “The result of this was a massive increase in orders during the pay-per-click campaign.”
With the meat on the bone, it’s time to put the icing on the cake.
The original idea, of choosing a situation or example that the employer can relate to, comes full-circle in the results segment of the STAR process.
This is because, hopefully, the actions segment has given the employer something to chew on. A new idea, a new perspective, another way they can overcome their (similar) problems.
The final part of the interview answer must be positive. It should state not only the outcome but the specific changes that had occurred through the applicant’s actions.
“By split-testing the ad campaigns I was able to understand the specifics that increase clicks by paying customers. After the results were shown in the marketing meeting I was given a £10000 budget to run the Google Ad account for 6 months. In the first month, the campaign made a 22% profit, by month three this had increased to 45%, and by 6 months the campaign, after a little tweaking was running at a 75% profit margin.”
Outcomes can also be extended, which highlights the impact of an idea, action, or person.
“Due to the success of the project, we were able to use the same learning to market other company products and services through a pay-per-click campaign, resulting in 70% of turnover coming from Google Ads. I am now working on a Facebook campaign with a projected turnover of £80000 in 6 months.”
Additional detail.
It is clear to see how the additional detail embedded into a STAR interview answer will create a higher-scoring interview answer.
The answer’s goal is to assist the interviewee to be seen as highly knowledgeable and experienced.
Additional ways to achieve this are to:
Talk about sector models and theories
Explian the pro’s and con’s of ideas
Models and Theories Interview Technique
Interview answers can begin by stating the relevant model or theory. As an example, the stakeholder matrix theory explains how a person can work collaboratively with stakeholders. Or, the time management matrix is a model that helps to prioritise tasks.
Referencing industry-relevant theories and models in the interview answer highlights a level of knowledge, as the model is explained as a step-by-step process. The example given can then ‘show’ the employer the model in practice.
Pros and Cons Interview Answer
Discussing both sides of a coin shows understanding.
Many career professionals have a preferred way of working or approaching tasks as they use what has previously worked – they are comfortable with routine.
But not all situations are the same. An employer will prefer an applicant how can see all perspectives, someone who can come shines a new light on an old problem.
When discussing an idea or task, or even a piece of technology, the applicant can show awareness by discussing the good, the bad, and the ugly. Rather than having one strong opinion, the applicant is showing a level of expertise.
Some employers will have a strong opinion. In this case, talking about the pro’s and con’s will help to build rapport, as one string opinion that differs from the employer’s own belief can create dislike.
In this situation, applicants can hedge their bets by answering all options in all ways, ensuring one of the elements of the interview answer will resonate.
