British Gas (or Centrica) interview ?
Is there anyone around who's recently given an interview at British Gas (or Centrica), for the role of Customer Services Advisor (perhaps, within the Leicester city) ? Job is within a contact centre environment MAINLY receiving service call along with selling products, at times.
If so, I'd like to know the sorts of questions that's likely to be asked & hence could help me prepare myself (esp. towards the competency based questions).
I'm told the interview process is around 4 hours long kicking-off with a tour of the call centre then the group presentation by the management team followed by the interview itself & other related exercises (perhaps, some "role play").
Does anyone have any idea about the "role play" in particular, in this contact centre based environment, how could it be conducted & what's likely to be asked & how ?
Answers:
I actually passed a sales interview with British Gas about 4 years ago so can help you a wee bit here.
Four hours sounds daunting but it's split into different bits and won't seem so long. They will likely give you a spelling and arithemtic test so sharpen up on that front if you need to. With regards to questions in general they might ask you how cooperate with others and motivate yourself, why you want to work for the company, what if any sales experience you have, etc. Always stress the positive and basically tell them what they want to hear.
The role plays could involve dealing with a customer who has a problem with their bill or service and you would have to help resolve it for them and have a satisfactory outcome, the important thing would be to keep a positive manner and ask 'probing' questions so that you get all the relevant information and are more capable to deal with the problem.
It's likely you could get some sales role play if the job has a sales element, possibly some kind of 'up-selling' scenario. This could be persuading an existing customer to have switch provider for electricity if their gas is already with them or to take out boiler care or something. What you could do here is say something like 'you're a valued customer of ours, we'd like to help you get more from our service' and then explain the benefits the products might have, e.g saving money on direct debits, convenience of being with one provider for bills, peace of mind for boiler care etc.
Don't worry as it will all come together and good luck.How thick do you think a concrete base should be for a 9' x 6' swimming pool?
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If so, I'd like to know the sorts of questions that's likely to be asked & hence could help me prepare myself (esp. towards the competency based questions).
I'm told the interview process is around 4 hours long kicking-off with a tour of the call centre then the group presentation by the management team followed by the interview itself & other related exercises (perhaps, some "role play").
Does anyone have any idea about the "role play" in particular, in this contact centre based environment, how could it be conducted & what's likely to be asked & how ?
Answers:
I actually passed a sales interview with British Gas about 4 years ago so can help you a wee bit here.
Four hours sounds daunting but it's split into different bits and won't seem so long. They will likely give you a spelling and arithemtic test so sharpen up on that front if you need to. With regards to questions in general they might ask you how cooperate with others and motivate yourself, why you want to work for the company, what if any sales experience you have, etc. Always stress the positive and basically tell them what they want to hear.
The role plays could involve dealing with a customer who has a problem with their bill or service and you would have to help resolve it for them and have a satisfactory outcome, the important thing would be to keep a positive manner and ask 'probing' questions so that you get all the relevant information and are more capable to deal with the problem.
It's likely you could get some sales role play if the job has a sales element, possibly some kind of 'up-selling' scenario. This could be persuading an existing customer to have switch provider for electricity if their gas is already with them or to take out boiler care or something. What you could do here is say something like 'you're a valued customer of ours, we'd like to help you get more from our service' and then explain the benefits the products might have, e.g saving money on direct debits, convenience of being with one provider for bills, peace of mind for boiler care etc.
Don't worry as it will all come together and good luck.