in this video i'm going to cover top dwp work coach interview questions and answers to help you
pass a dwp work coach interview i'm Amri Celeste a career coach and hr recruitment specialist with
over nine years hiring experience so first how the dwp assess your answers on the dwp
jobs website they share links and resources to help you with your interview including the who
and star interview method which they recommend using to help you structure your answer during
your interview so the answers that i'll share in this video will fit either the who or the star
interview methods if you don't know what these phrases mean i'll briefly explain them to you
the star interview method stands for situation task action result and interviewers typically use
this model to assess your answers when they're asking situational interview questions so these
are questions where they want you to describe a situation explain what happened what the
task was what actions you took and the ultimate result so they would be checking that your answer
addresses these points sometimes there might be follow-up questions such as what did you learn
or what might you change if you could but that is essentially the core of the star interview method
the who method or model stands for what how and outcome so if you were using this method to answer
an interview question you would address what the situation was what you did or your part in it
how so this is how you went about solving that situation or how you achieved the outcome then
o is for the outcome itself what was the ultimate end result and the who method framework can also
be used for a variety of behavioral situational or other types of interview questions situational
interview questions are commonly asked in job interviews so it really helps
to know how to answer them i have a more detailed video on this topic with a ton of example answers
so i'll leave a link in the description below to my video on situational interview questions and
answers so let's get into these answers and i'll show you how the interview methods work
the first question is tell me about a time when you worked as part of a team
an example answer is our team assistant had been tasked with updating employee files and collecting
right-to-work and passport information as we have hundreds of employee files this was a big
task that would take months and after a few short weeks our assistant struggled with the workload
in our weekly team meeting i suggested that we could make it a simpler task if each person on
the team cleared two files each per day this would mean that our large team could make the tasks more
manageable and simple instead of one person on the team working through hundreds of files i felt
like this would really help us to work as a team in order to complete an important task and help
our colleague we cleared the files within a short amount of time and reduced stress on our teammate
this answer is short and sweet and you can see here how it fits into the star interview method
it clearly shows the situation task action and result but also it shows your proactive sense
of teamwork and encouraging your colleagues to work as a team to relieve workload if you're
getting value so far please do click like so this video can be shown to more people looking for dwp
work coach interview questions and answers so the next question is give me an example of a time when
you dealt with a difficult customer the example answer is i once took a phone call from an unhappy
customer he wanted to log a formal complaint and speak to management and he didn't want to give
any further information unless he was speaking to a manager i wanted to see if i could calm a
customer down and find a way to resolve the issue directly with him i responded by remaining calm
and empathizing with him i explained that i could appreciate that the issue must be quite serious
i politely asked him if he could give me a little more information in order for me to pass him
through he then explained that he had been charged twice for an item and had been on hold for over
40 minutes i responded by showing i understood how frustrating this must be i gave him my name
so that if he were cut off he would know exactly who he spoke to and he could come back through to
me i asked him if he would be willing to share the order details with me so i could have a quick look
he agreed and it turned out that the customer had accidentally placed a double order which caused
the double charging when i discovered this i was able to reverse the order and send out a refund
receipt i also apologize for the inconvenience he had completely calmed down by this point and
no longer requested to speak to a manager he was satisfied with the refund and explanation and was
happy to accept the resolution so this is a strong answer because it shows your ability to empathize
and coax the customer into resolving the issue without escalating further and even though the
customer had accidentally placed the double order there was still an apology which emphasizes the
dedication to calm the customer down and resolve the situation it also fits perfectly into the
star method it clearly shows the situation task action result so any scenario where you're able
to solve a problem for a customer or keep them calm is a great example to use in your interview
the next question is tell me about yourself i have dedicated an entire video to answering this
question because there are different ways that you can answer depending on your experience i cover
common mistakes and how long your answer should be but in this video i'm going to share an answer
that is more related to dwp work coach interview questions as this question is more about getting
to know your relevant skills career history and get a more rounded idea of you as a candidate
this answer doesn't need to fit a specific who or star interview method unless you're including an
example in your answer but it should cover certain key points so the example answer is i've always
enjoyed working in customer service roles and i've consistently worked in positions that are customer
focused in one aspect or another as i really enjoy building positive customer relationships and
connecting with people in my local community i'm now looking for a role where i feel i can continue
to contribute and make a positive difference in someone else's life which is one of the things
that attracted me to this position i really enjoy positions where i can offer help and support and
i find that very rewarding i also felt that the values of the civil service code which include
honesty integrity impartiality and objectivity are very much in line with my personal values
of course this answer is a guide your answer needs to fit your own experience but there are a few key
points in there that could really help you form your own answer so anything that shows a bit about
you why you're interested your passion relevant experience and an answer that shows you've paid
attention to the job description the company and the values i hope you're getting value from this
i do regularly create videos on how to pass your job interview with flying colours so if you're job
hunting then do subscribe and tap the notification bell so you'll know when a new video is ready
the next question is give me an example of a time when you gave great customer service
an example answer is while working in my previous role as a customer service rep i came across a
customer who was very upset as he had been chasing a refund and had been passed around
to different teams multiple times before he had a chance to explain the background of his situation
to solve this problem the first thing i did is listen to his query in full it was a long issue
that was not his fault and by listening carefully and showing empathy this not only calmed him down
but i identified that his payment details had changed since he originally made his purchase
i identified this by going step by step through the process to see where it fell down i was able
to go directly to the right team who processed his refund that day and sent a confirmation email so
that he had peace of mind i've shown here how this answer fits the who interview model and it also
addresses listening skills showing empathy and the email confirmation at the end as an extra touch
so all signs of great customer service so if you can give a few points within one example it can
really enhance your answer if you want to refer back to this answer it is included in a freebie
that i created for you a top 20 interview answers guide it includes answers to difficult questions
such as why should we give you the job how do you handle pressure at work and what is your greatest
weakness i've also included a bonus question and what you should be asking your interviewers at the
end of your interview it's completely free and you can get yours by clicking the link in the
description below this video so the next question is describe a time when you influence someone
the example answer is while i was working in retail we had several complaints about
the long queues in the store and often arguments would break out between customers as the queuing
system was currently unclear i suggested to our manager that we look at a new queuing system and
she explained that this was not a priority above other things that needed more focus at the moment
i decided to do some research that evening into queue management systems and the next day i asked
her if she had some time to speak privately in about five minutes i explained the key points of
why a new system would be beneficial and how it would minimize complaints i also highlighted how
it would increase sales as less customers would abandon the queue which means less people leave
the store without making a purchase and lastly i highlighted how simple it would be to set up
and put in place after hearing this she agreed to try the new system on a trial basis once it was
set up it made a significant difference and i was able to influence her to keep the new system as
she was able to physically see the benefits that i had promised so this answer shows going the extra
mile to influence someone and using several key persuasion points in order to convince someone
and i've shown here how it fits the who interview method if you've ever been in an interview and had
your mind go blank you know how nerve-wracking it can be and how it can throw you off the rest
of the interview and you could possibly even lose out on that opportunity so many people
are not aware that even things like brain freeze can come down to poor interview prep
and lack of preparation is the number one reason that candidates get declined for a job
so make sure that you do prepare properly by checking out my interview prep checklist video
which i'll link down below in the description for you thanks so much for watching like subscribe
and tap the notification bell if you haven't already and i'll see you in the next video
you