BT Group Customer Service Advisor interview questions

Online app, telephone interview, assessment centre. Recruitment process easy with relaxed day at the centre. Awful dates building with extremely miserable, defeated looking staff. I had reservations about joining the business from the moment i stood on the main floor. With talking to the existing staff they explained what it’s like to work there, not good. The building is filthy and hygiene is not really cared about. Dirty every where and in need of a deep clean. Having said all this I did accept the role and will leave a review about the job itself on the other section. In summary interviews fine but had doubts about the role itself and how staff are treated.

Submitted application online, got a call some days later for a telephone interview - this part is generally to assess your telephone manner and ability to communicate. If successful at this part, you'll be invited for an assessment centre style interview, which takes about 4 hours. It's quite relaxed, and there are some details to fill out for background checks etc, then your group (normally 6 people) will be brought into a room with 3 managers who are there to assess you. You'll be asked to give a small presentation and give a quick overview of who you are - I think this is more to assess your confidence and presentation skills. Then you'll have you 1 to 1 interview, which generally has a role-play exercise where you have to deal with a customer's issue (You get given all the information and plenty of time to prepare beforehand), then a series of competency based questions, and more general questions to assess your personality. You'll have the opportunity to just have a chat with your interviewer and talk about any areas you're especially interested or skilled in. After that there's an exercise where you have to respond to a customer's email enquiry - This is to assess your empathy and customer service skills. It's typically based on a customer who is very dissatisfied, so you need to show how you would deal with a customer who isn't happy. Finally there's a group exercise, where you have to work with the people who you're interviewing with. This is to assess how you work with others. That's all.