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A bit about our interview process

Our interviews tend to be at least two interview stages - these can be either face-to-face or a telephone/virtual interview.

We like to keep these conversational and relaxed. In some instances some roles may have additional interview stages such as presentations, technical testing, scenario related tests or role plays.

To help you feel prepared, we’ve pulled together some tips and example questions so you can approach your interview with confidence.

It's important to us that everyone feels welcome and supported. So if you need any adjustments for your interview, just let us know and we'll do our best to make it happen.

Competency-based questions

A competency-based interview is a chance for you to show us how you've handled real-life situations and challenges. We'll ask you about specific examples from your experiences to understand your skills, strengths and the way you work.

These questions are built around our values and give you the opportunity to show how you’d approach different scenarios and how you align your behaviours with our company values.

Our values

Be passionate

Be real

Better together

Care

Do it today

Own it

You can find out more about our values here.

Examples of competency-based questions we could ask you

  • Tell me about a time when you took action to exceed an internal/external customer’s expectations.
  • Can you give me an example of how you've built collaborative relationships with the customers' best outcomes in mind?
  • Can you describe a time when you have helped a vulnerable person overcome a difficult situation?
  • Describe a time when you identified an error, problem or defect that had escaped others’ attention. What did you do?
  • Tell me about a time when you have overcommitted yourself. How did you manage the situation?
  • Describe a time when you have had to explain something technical to a non-technical person. How did you ensure that they understood?
  • Can you talk me through a time when you were able to help your peers/team members solve a problem. What was your input?
  • Describe a time when you experienced difficulty in a group discussion. How did you work collaboratively?

Scenario-based questions

Scenario based questions are sometimes also called situational questions. They'll ask you about hypothetical and work-related events to see how you'd handle specific work-related scenarios.

These questions will allow you to present your soft skills, show your behaviours and how you would approach a situation whether you've experienced it before or not.

Examples of scenario-based questions we could ask you

  • A customer tells you they have ongoing problem that hasn’t been fixed after getting in touch with us a few times. How would you get their trust back and make sure this problem is fixed/solved?
  • A customer tells you they’re finding it difficult making their mortgage payments. How would you make sure they feel listened to, understood and cared for while speaking with you?
  • A customer wants to open a savings account online but doesn’t fully understand how to do it. How would you help them?

The STAR technique

You can use the STAR technique to help you answer competency-based questions. Your answers don't necessarily have to be about work - they could be based on your academic or personal experiences.

What was the situation?

A brief description of the event that happened.

What tasks were required?

Explain the task at hand and what the goal was.

What actions did you take?

Outline the specific steps you took and the role you played to overcome the situation.

What was the result?

Describe the outcome and what you learned.

Tips to help you prepare

  • Do your research ahead of time, and get a feel for recent activity and news about the organisation.
  • Use the job description to help you prepare. Think about things you've done in the past that demonstrate why you'd be successful in the role.
  • Use your strengths and achievements to help you with your answers. These will help you showcase your involvement in certain scenarios and you’ll find some of your skills will be transferrable even if you may not think it.
  • Arrive 5 to 10 minutes before your interview to give you time to relax and get in the zone.
  • Answer questions by demonstrating your own involvement in the situation - think “I did” rather than “we did”, and talk us through the event like a story.
  • It’s okay to bring notes along to support you as a prompt – we don’t expect you to remember everything.
  • Be honest and make sure you’re answering the question. It’s okay to ask for questions to repeated, revisited or rephrased.
  • It’s also a good idea to prepare a couple of questions you’d like to ask us – think about what you’d like to know.
  • Be professional by being polite, prepared and positive and let your personality shine.
Contact us

We're here to help

If you've got a question about your application, or if there's anything else you'd like to know, just drop us an email: careers@westbrom.co.uk.