The below questions have a main theme followed by a series of questions around the answers given, really drilling down into the situation, task, actions and results. This will also highlighting your decision making processes and self-reflection abilities.
Describe how you have gone about ensuring that high standards of service are delivered consistently
- Why did you feel that action was necessary?
- How did you define service levels?
- How did you decide on particular levels of service?
- How did you ensure delivery against those standards?
- What results did you achieve?
- What worked and what didn’t?
Describe a time when you’ve has to make a decision that was likely to be unpopular with your team
- What was the situation?
- Why was the unpopular decision necessary?
- How did you communicate the decision?
- How did you overcome resistance?
- What happened in the end and what did you learn from the experience?
Tell me about a situation where your own team or department has had a problem working with an adjacent team
- What was the problem and how did it arise?
- Why was it important to resolve the issue?
- What action did you take?
- How did you decide on these actions?
- How successful were you?
Tell me about a situation where it was important that you established credibility with someone.
- How did you go about it?
- What was the situation?
- Who did you have to impress and why?
- What steps did you take?
- How successful were you and how do you know that?
- What did you learn?
How have you improved the capabilities of people in a team you have managed?
- How did you start the process?
- How did you develop different types of people?
- What specific types of development approaches did you use?
- How did you measure success?
Over the past year, how have you kept on top of the multiple activities going on within your area of responsibility?
- What are the main areas of activity you have had to keep track of?
- How did you track progress?
- Who do you involve in this process?
- What major issues have arisen?
- How have you decided what level of detail to go into?
Describe how you have gone about ensuring that high standards of service are delivered consistently
- Why do you feel that action was necessary?
- How did you define service levels?
- How did you decide on a particular level of service?
- How did you ensure delivery against those standards?
- What results did you achieve?
- What worked well and what didn’t?
How would you answer some of these questions?