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RBS Competency Based Interview - HELP!
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# 1
DazzaMc
Old 13-02-2010, 9:11 PM
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Default RBS Competency Based Interview - HELP!

I've got a face to face interview for a Sales Advisor at Royal Bank of Scotland call centre. I passed the online questionnaire and telephone interview but now have a competency based interview and wondered if anyone had been through this process before? It seems they ask a few questions and you have to give a personal experience in each answer , plus practical exercises etc... I hate the face I have no idea what they'll ask me.

Thanks!
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# 2
Bobby2
Old 13-02-2010, 9:33 PM
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fs-recruitment.co.uk/.../FSR%20Competency%20Based%20Interviews.pdf

(Copy and paste into your browser)

This link should give you some guidelines. The key thing to remember in competency based interviews is that you need to talk about WHAT you did - so it is "I" rather than "we".

Good luck!
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# 3
wontfallforit
Old 14-02-2010, 11:23 AM
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Quote:
Originally Posted by DazzaMc View Post
I've got a face to face interview for a Sales Advisor at Royal Bank of Scotland call centre. I passed the online questionnaire and telephone interview but now have a competency based interview and wondered if anyone had been through this process before? It seems they ask a few questions and you have to give a personal experience in each answer , plus practical exercises etc... I hate the face I have no idea what they'll ask me.

Thanks!
Sorry, this is going to be a quickie, as I'm on my way out.

I've done a very similar role myself. A fw years ago, I moved from a shop role, to a call-centre role with a major bank.

The questions will be mostly around sales and customer service. You'll need to use specific examples of times when you've hit targets, time when you've failed to hit targets (and steps you taken to recifty your shortfalls), times when you've delivered excellent customer service, and times when you've motivated yourself and others (or struggled to do so...with an example of how you rectified the problem).

For example:

"Tell me about a time when you've delivered excellent customer service..."

I generally use an example of when a customer (who wasn't quite "all there", though I stated that as politely as I could!), left some expensive purchases behind when she'd visited my shop (in my former job role). I looked up her name in the phonebook, gave her a call, and managed to personally deliver the items to her door on my way home from work that day.

"Tell me about a time when sales have suffered, or you have struggled to hit targets, what did you do to rectify this, etc."


I gave the example of one particularly awful week in which shop takings had gone really low (it was the week the recession was officially announced). I stated that I took some samples of our product (we were a food retailer) out onto the street, for passers-by to sample. That's a true story...only problem is, people generally tasted the samples, and didn't actually buy, but I didn't tell the interviewer that

"Tell me about a time when you've had to explain something difficult to a customer"
(this does happen in call-centre based banking roles...a lot!)

I used the example of an elderly lady who used to frequent our shop, and would become extremely confused, e.g. trying to buy 20 of the same item (true story!), with very little money in her purse. Again, she wasn't "all there". I explained to the interviewer that I dealt with her patiently and compassionately, and explained to her on numerous occasions that she does not have the money for the particular products, questioned whether or not she actually required such large quantities of perishable food items (she didn't), and suggested alternative products that she could afford, and would keep better without going mouldy, etc.

You're also likely to do a role play scenario in which you make/take a customer call. Again, politeness, clarity and customer service is key. If it's a sales-oriented roleplay, don't be disheartened if you don't "sell" the imaginary product (which could be an actual banking product, or something totally unrelated to banking), as this doesn't necessarily mean you've failed the interview.

Sales will be a major part of the interview, with customer service coming in a close second, but they'll still look at the overall bigger picture of you, your experience, and your personality.

Try to be bright, chirpy, enthusiastic, and well-dressed
1 / 50p 2011 holiday flight + hotel expenses = 98.50/600
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HSBC 8% 12mth regular savings = 80 out of a maximum remaining allowance of 2500
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"3 months' salary" reserve = 00 / 3600
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# 4
DazzaMc
Old 14-02-2010, 11:30 AM
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I'm struggling to think of examples for any of those I have plenty of customer service experience - I worked for morrisons for 5 years - 3 as a checkout assistant and 2 in admin but I left in 2008 and my memory is hazy of specific experiences I just think I'm gonna make a fool of myself tomorrow . For the last year I've been teaching piano and keyboard so was planning on using that for some of the potential questions . I'm dreading it!
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# 5
Kavanne
Old 14-02-2010, 11:34 AM
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I think I used to do the job you're applying for Which centre will you be in?

I would say the interview is OK, I said loads of times 'Just give me a moment to think about that' and I got a call the same day saying I'd got the job.

You just need to sit down and have a LONG think, I also wrote down examples I wanted to use in word so I'd remember them.
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# 6
wontfallforit
Old 14-02-2010, 11:36 AM
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Quote:
Originally Posted by DazzaMc View Post
I'm struggling to think of examples for any of those I have plenty of customer service experience - I worked for morrisons for 5 years - 3 as a checkout assistant and 2 in admin but I left in 2008 and my memory is hazy of specific experiences I just think I'm gonna make a fool of myself tomorrow . For the last year I've been teaching piano and keyboard so was planning on using that for some of the potential questions . I'm dreading it!
You must've had some experience of dealing with difficult customers, or difficult/stressful situations...or some kind of motivational issues? If you're really struggling to remember, think of some 'typical' scenarios you could use (keep them realistic!).

What form of calling is it? Inbound or outbound? That'd make a bit of a difference in regards to the motivational aspects of the job, as well as the sales culture.

Inbound = heavier focus on customer-service (but still keep a strong 'sales' head on your shoulders), complaints handling, and complex situations

Outbound = Stress times when you've been proactive, challenging, etc.
1 / 50p 2011 holiday flight + hotel expenses = 98.50/600
-----------------------------------------
HSBC 8% 12mth regular savings = 80 out of a maximum remaining allowance of 2500
-----------------------------------------
"3 months' salary" reserve = 00 / 3600
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# 7
Kavanne
Old 14-02-2010, 11:37 AM
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If it's the job I think it'll be mostly inbound but some outbound at customer request. But I could be wrong
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# 8
DazzaMc
Old 14-02-2010, 11:48 AM
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It's inbound. And it's the one in Doncaster. I had to think of one example in the telephone interview and it took me a while to think of one and the guy helped me a lot. He said I had a good chance based on passing that interview but I'm feeling negative about it :s
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# 9
Kavanne
Old 14-02-2010, 11:49 AM
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What will you be selling? Insurance?
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# 10
DazzaMc
Old 14-02-2010, 11:51 AM
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Sorry, yeah it's Tesco motor insurance
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# 11
cookie monster
Old 14-02-2010, 11:55 AM
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Good luck mate, hope you get the job.
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# 12
DazzaMc
Old 15-02-2010, 4:09 PM
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Had the interview this morning. Wasn't quite what I expected! I'd read stories on the internet with the questions they were asked and mine were quite different. Just general questions about me and my past work, then 3 competency questions. I was asked to give examples of when I'd had to persuade someone to buy something, when I'd had to reach targets and when I'd interacted with customers. Then I had a little test - had to match up different customers with insurance products I could offer them. Then we had a role play. I had to pretend I was the telephone salesperson and the interviewer was the customer enquiring about home insurance. It felt weird and I didn't quite know what to say. And there was a bit of an awkward silence in the middle :s But it seemed to end quite well, she was interested in buying the product.

I got out at about 10.40 and she said I'd get a call later today if I'd got the job it's now 4.09 so I'm presuming I haven't got it but the call centre is open until 9 so who knows...

Thanks for the help, guys.
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xxlaurissaxx
Old 15-02-2010, 4:36 PM
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Keep us updated and let us know how you got on.

I used to work for RBS, and when I went for my interview, I was told I would be told within 2 weeks if I had the job. My friend who also had an interview for the same job, was called that day to say he wasn't getting the job, I waited for 3 weeks and then phoned them to be told I had the job, but she had forgot to tell me! and my branch visit of where I would be working was the next again day!

Good luck xx
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# 14
DazzaMc
Old 15-02-2010, 8:19 PM
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Originally Posted by xxlaurissaxx View Post
Keep us updated and let us know how you got on.

I used to work for RBS, and when I went for my interview, I was told I would be told within 2 weeks if I had the job. My friend who also had an interview for the same job, was called that day to say he wasn't getting the job, I waited for 3 weeks and then phoned them to be told I had the job, but she had forgot to tell me! and my branch visit of where I would be working was the next again day!

Good luck xx
So I guess they might ring another day? Well that gives me a little bit of hope. Only a little, mind. Don't think I got it. Really needed the job, too! Did you work at a call centre?
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wontfallforit
Old 15-02-2010, 9:25 PM
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Quote:
Originally Posted by DazzaMc View Post
So I guess they might ring another day? Well that gives me a little bit of hope. Only a little, mind. Don't think I got it. Really needed the job, too! Did you work at a call centre?
Who arranged recruitment, RBS or an agency? I'd hang in there for now, there's still hope.
1 / 50p 2011 holiday flight + hotel expenses = 98.50/600
-----------------------------------------
HSBC 8% 12mth regular savings = 80 out of a maximum remaining allowance of 2500
-----------------------------------------
"3 months' salary" reserve = 00 / 3600
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# 16
DazzaMc
Old 15-02-2010, 10:04 PM
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It was RBS.
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# 17
stclair
Old 15-02-2010, 10:18 PM
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When I applied they told me they would contact me by the end of the day two weeks later got the all important phone call

Good luck hope you get it ;-)
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Last edited by stclair; 15-02-2010 at 10:22 PM.
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# 18
NGlady
Old 15-02-2010, 11:34 PM
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Ooo I had a phone call about a position with them in their Nottingham office. They contacted me directly from Reed. Unfortunatly would have took a two hour journey either side, I got through the telephone interviews and was offered the face 2 face but too far
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# 19
DazzaMc
Old 16-02-2010, 9:01 AM
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Quote:
Originally Posted by stclair View Post
When I applied they told me they would contact me by the end of the day two weeks later got the all important phone call

Good luck hope you get it ;-)
was it for one of their call centres?
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# 20
stclair
Old 16-02-2010, 7:23 PM
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Quote:
Originally Posted by DazzaMc View Post
was it for one of their call centres?
Yes it was for telephone banking.
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