Urgent advice for CS application

[LanaL]

Ok not an AIBU ( If you want one for fun let’s say AIBU for putting beans on first in a cheese and beans jacket potato 🤣 )

Im posting here for traffic ! It’s always busy !

im currently doing an application for the CS. It doesn’t state what part of the STAR method I should focus on in the application , it just says that the video interview would focus on “strengths” so in my application what do I do ? Just strengths or all ?

I am only on the first part - employent history so do I focus on strengths when writing what I do in my roles ?

It’s hard to say without seeing the advert/portal but from what you’ve said, they’re all separate elements. The employment history section is to assess your experience. You should write your normal CV here, focusing on what’s relevant to the job description for the role you’re applying for as you normally would. Then the video interview will be to assess your strengths and you should give a natural, enthusiastic and positive response to those questions. The STAR method is for behaviours (what used to be called competencies).

If you have to write behaviour examples as part of the app you will need to see which strengths are mapped to those behaviours. So for example, if you need to write something for Making Effective Decisions, the strengths required are Analytical, preventer, decisive and problem solver, so you need to get something in that covers off those things. This should be done using STAR.

If you haven't been asked to write behaviours, it may well be that the interview will all be strength based questions, which are designed to put you in the spot a bit to get your natural answer. Either way, the success profiles should help, which are normally linked to the advert.

Hi OP. You need to read up on CS Success Profiles . This link should take you to the bit that describes CS Strengths. https://assets.publishing.service.gov.uk/media/5b27cef5ed915d2cbdcf7c63/CS_Strengths_2018.pdf

Thank you everyone . I did a CS application before ( never sent it off ) for a work coach job and it had specific questions relating to behaviours etc but this one ( customer service advisor ) just has an employment history section, it does have a link to find out more about success profiles but it doesn’t list any specific for the employment history part . The only thing in the application is a test - which I have completed - and the employment history . It then says that the video interview would be focused on strengths .

The job advert only mentions strengths being assessed at interview , nothing else .

I have put my roles and responsibilities in detail in the employment history section x

I see people do not like beans first on a jacket potato - which is ludicrous - how can you not want beans covered in melted cheese 🤣🤣

But , in all seriousness thank you for your answers . I have just had my interview - it was a bit of a blur as I was so nervous and I don’t know how I’ve done - I didn’t draw on actual events really - I kind of alluded - but it didn’t ask about previous events it was more how would you deal with this and then I said I’ve got experience due to xx and this is what I did / would do and why . Tried to throw in the strengths from the list .

I’ll pop them here so you can tell me how you think I answered - if you want to !

1. How do you communicate to different audiences ? I said that I have to do this a lot as a teacher - students learn differently so I have to incorporate a range of teaching styles like visual , auditory etc . I said the same with customer service I have spoke to and understand I will be speaking to people who receive messages differently and need to be given then in different ways . This can be in terms of language , different needs in terms of understanding - some people are ok with detailed answers , some need it to just be simple. So it’s all about remaining professional and ensuring you are knowledgable about what information it is that you provide and being able to simplify it if you need to and being adaptable to situations and using your judgement abd also being able to do this there and then quite quickly so that the customer receives the information there and then . Maybe being able to signpost to information online that explains what you are saying too so that they can see it written if it helps .
2. Do you believe processes should always be followed exactly ? I said that yes , broadly speaking , they do need to be followed as they are put in place by experienced people and for a reason but that again , it’s important to be decisive and analytical to make judgements - for example , there may be something slightly different you could do that could work and on reflection that may then be included as another option - for eg when these processes are reviewed. I could do something slightly different - as long as it was something that wouldn’t impact on the customer. , business or colleagues- that in reflection could then be another option available but that it’s important on the whole to follow them and ensure that the customer and the business is always at the forefront .
3. How would you compose yourself to continue taking a call if a customer was rude ? I said I had experience of this when customers have been quite rude to me - I didn’t draw on an exact example as time is limited - but I said it’s important to remain empathetic and confident so that the customer doesn’t lose confidence in your ability to help them . I said I would be aware that this could be something distressing for them and that to display anger towards me would show that they were stressed and things had led to this so the best thing I can do is remain professional and try to assist them . I said I would assure them I understood that they were angry or why they would be frustrated but that I am doing everything I can to help them and that I’m sure if we can discuss their needs I am confident I will be able to assist them and I said making sure that I was displaying that confidence so that they felt confident in my ability to help them . I said I would also think to myself that once this call is over , the uncomfortable situation for me is over , but for them it may not be - they could still be stressed so therefore not taking it personally or getting into any negativity with them . I reiterated that confidence , professionalism and empathy were the strengths I would draw on .
4. How would I deal with a situation where I felt I couldn’t help a customer ? I said I would be as professional as possible and draw on any training but recognise that I may need to refer this on to someone else but I would not let my confidence drop - I wouldn’t want the customer to think that I could not help them or did not know how . I said I would ensure I got all the details needed so that if I did have to ask advice then I had everything I needed to be able to ask that rather than the customer having to repeat it all . I also meant that’s so I didn’t have to go between a colleague and the customer so I didn’t say that . This was actually my first question and I was finishing up but still talking when it cut off!

Hopefully I did ok - on reflection I could have answered differently to all of them or more detailed but it’s no use thinking like that as I didn’t know what the questions would be . Hopefully not a long wait now !