Im looking to talk to people who work for the council or civil service

[littlepigeon34]

Hi i have an interview for contact centre agent and its going to be competency based. Absolutely bricking this one, dont know whether to where a suit or a shirt dress, dont know if i need to research stuff on government policies or whether it is needed.

i feel that all my STAR examples are crap, im fed up of being told "you were very close" but the other person has more experience. Im fighting depression everyday and this would be an amazing opportunity.

Any help, pointers, words of wisdom?

Do you think the examples i have given above are better, and will score high marks? Are they more specific?

The work that i will do will be in alignment with the councils agenda and plan, encompassing their values. I have also looked at their news bulletin, i believe they have trialled the first zero carbon school, they have made changes to household rubbish collection/rules

For people where English isnt their first language i have used language line and interpreter services, OR i have asked if they have a family member or a friend that can act as rep. With regards to the marginalised, i tend to ask enough questions to work out if they need additional signposting to CAB, etc and there have been times where i myself have completed that referral because i recognised that if i didnt i would be failing in my duty of care. Its not just about taking calls, its about advocacy and empowerment of those who dont have a voice or struggle to find one

It should highlight what preforma the role entails, presumably as it’s a contact centre; delivering at pace- basically think of all of your multi tasking / prioritising examples. Also managing expectations; self explanatory.

I wouldn’t say things like ‘completely wiped her out’, left her risk of harm due to a vulnerable financial circumstances?

A contact centre will include equality and diversity as you’re frontline to the public so you need to make adaptations to the individual to ensure effective comms and tailor your approach whilst adhering to policy to ensure they get the required information

You mention E and D in your comment - large print / braille! This is all accessibility adjustments to meet equality requirements

You’re frontline not your!

Interview is at 10am tomorrow, wondering where to wear a blazer over my shirt dress. i think i will to give me a professional edge.

I am now starting to feel very nervous/stomach twisting a little - sometimes i can waffle on too much due to nerves and a silly thing in my head which says if i waffle ill get more points (which isn't right)

I have made a mental note to get straight to the point on situation and task as they don't need to know the technicalities.

One thing that worries me is this is based in Wales, and i dont speak welsh although i think they encourage people to become bilingual so i am going to say Good Afternoon, a pleasure to meet you in Welsh

The pronunciation might be off but ill make an attempt. I think it shows a willingness and interest in the language.

What then tends to happen is i come out of the interview berating myself for not having said this, that and the other and then wondering what others have said.

If it is competency based you need to think of at least two situations where you have demonstrated you have met each competence and then rehearse them to yourself. You should be able to tailor your answers so you use the examples you have prepared
The interviewer will ask you questions about each competence along the lines of
Can you tell us about a time you have made a difficult decision ( or whatever; the competence is) and then you need to talk about a specific time you had to deal with something that was difficult. Talk about what the situation was why it was difficult what you did to resolve it and what the outcome was always focusing on what you did. So in the interview make sure you always say I did X not we did X or my manager did X..
They might also ask you about a time when things didn't go well and what did you do to resolve the situation or what would you do differently if you had to do it again.
Good luck

I will let you all know how i do, i really hope i hit the nail on all areas and points.

Hello to all,

I came out with a very good feeling, they seemed happy and impressed with my answers, i'm a bit worried i waffled in one or two areas. Its very hard when you want something so much.

when they asked why do you want to work for the council, i really put my heart and soul out to them and i said you have won awards, you are known for your innovative joined up approach, and showing initiative. You are one of the most forward thinking councils in Wales.

I also said Good Morning, pleasure to meet you in Welsh and was commended on this. They said it sounded very good, i think i impressed myself!

I don't think i could have done anymore but this job would be the best thing that has happened to me in a long time

Being unemployed is horrible, i just hope the fact im not working isnt marked against me as i stated my last job was temporary but i was also moving house so it worked for me at that time.

They asked what type of job contract i was looking for - full or part time so i am hoping i have hit this one out of the park! Fortune favors the brave, as they say.

** update just read that you’ve already had the interview - fingers crossed for you!

Copy the job description and person spec into ChatGPT and give a command like ‘use this job description and person spec to generate possible competency based interview questions’. This should give you a starting point for interview prep. You’d be surprised at how many hiring managers take this approach to preparing interview questions.

Did you get the job OP?