Question:

Please describe a situation where you gave excellent customer service.

Sample Answer:

Situation / Introduction

As Customer Service Manager at the DWP I successfully improved customer service and achieved departmental goals with the creation of a new job to assist customers job search. 

Task / Problem

I was tasked by senior management to look into ways processes could be improved for my customers and the department in terms of efficiency and customer service. 

Action

I was empowered as a manager to challenge current systems. I took the initiative and created customer feedback surveys using this data to seek new ideas to improve service delivery. The feedback I received helped me to target areas of improvement in the service offered. Analysing the feedback I learnt that customers were most interested in taking courses and more support in their job search. I used this feedback to submit a business case to have a dedicated role of job matcher which would help the departments aims of improved outcomes for customers. I also created a list of reputable free online learning programmes to be distributed to customers such as the open university and futurelearn to improve employability. 

Result

The result was that the Business case was agreed based on my customer feedback data highlighting the benefit to the department and customers for the job matcher role. These changes helped me to increase the number of people I got back into employment by 28% which was a key Departmental aim whilst improving service delivery. I went on to lead a presentation to communicate how I achieved this change which received positive feedback from colleagues.