[xfoucault]

I passed a telephone interview and now have an assessment centre for a Customer Service Advisor role with British Gas Residential next week. I was wondering if anyone has any experience of what this involves? I'm guessing its more than just an interview, but I'm really not sure what to expect. Any advice/tips would be much appreciated!

[Rian1988]

I wouldn't expect it to be too difficult, just general questions such as how you work in a team and your views on customer service.

[snecko]

(Original post by xfoucault)
I passed a telephone interview and now have an assessment centre for a Customer Service Advisor role with British Gas Residential next week. I was wondering if anyone has any experience of what this involves? I'm guessing its more than just an interview, but I'm really not sure what to expect. Any advice/tips would be much appreciated!

Hi I just had my interview on Thursday and they phoned me on Friday to offer me the job!

Anyway, about the assessment day. (I'll say what happened to me, might not be exactly the same w/ you but it'll probably be really similar )

Got there at 2.30. Had me and the other two applicants waiting for about 10 minutes. Took us through to a wee room and the man gave us an introduction to the day. That took about 10 minutes, then we got given some headphones and he took us through to the main call centre. We got to listen in on some real calls for about 20 minutes.

After that he took us back to the rooms and gave us a sheet of paper with the main interview questions on it. Gave us 10 minutes to write notes under each heading. We were split into separate rooms this time, so we were all on our own (it was quite unnerving actually haha). The questions were mainly based around circumstances. E.g. When have you had to adapt to change, deal with disappointment etc. After that, two interviewers came in. One to ask the questions, the other to take notes. The man had said the interview would last approx 45 minutes but mines wasn't more than 30 (prolly cause i talk too fast).

After the interview was over, we all were put into the same room again and the intro man came back in. Gave us a pack with details about a product we had to sell, then split us into separate rooms again. We had 20 minutes to read over the information before the roleplay calls began. There is a script for the start, and a script for if you make a sale. Also some answers you can give if the customer has a specific question (it seems a bit expensive, i don't see why i would need it etc). The questions that they ask will probably have an answer on the sheet. I don't think theyd be so mean as to surprise you like that haha. You have to phone two people, the first being an easier sell than the second. After the roleplay, we could go home! We were in for about 2.5 hours.

Pro tips:
Wear a suit!
Use the 10 minutes before your interview wisely (it's very very very helpful)
Don't be gender specific during the roleplay (they used unisex names like Sam and Chris. Don't say "Hello can I speak to a Mr Sam xxx" cause if its a woman they'd be pissed :P)

Do all that and you should be fine

PM to tell me how you get on^^

Andy

[Anna09876]

hi,
just wanted to know what kind of questions did they ask you in the interview? and is selling the product hard? im quite confused. when you sold th product what happened?
and the on the question sheet what questions were there? XX

[priyad]

hi guys
i had my telephone interview for the CSA role in british gas i got through but they told me all the vacancies were filled in and they informed me that they are keeping me on a hold and will call as soon as vacancy is created.

Does any one know how often does british gas recruit and if they promised to call will they call?

Thanks
priya

[LondonLad1989]

(Original post by priyad)
hi guys
i had my telephone interview for the CSA role in british gas i got through but they told me all the vacancies were filled in and they informed me that they are keeping me on a hold and will call as soon as vacancy is created.

Does any one know how often does british gas recruit and if they promised to call will they call?

Thanks
priya

I had the same thing for apprentice technical engineer.

i went on the website today and found an opening for the assesment centre on friday quite nervous now though

[priyad]

hi

i checked online and found out that there were vacancies in cardiff so i called them immediately to check whats happening. fortunately i was right there were vacancies and they booked me in for the final interview.

i think u must also call them up if u have seen that there are vacancies online.

regards
priya

[priyad]

hi guys
i would really appreciate if you could tell me or share with me the questions they ask in the face to face interview so that i can prepare...

thanks

[as_banjoko]

Hi, I have a telephone interview for the CSA role. Please can anyone help with what questions to expect. Thanks a lot guys.

[priyad]

(Original post by snecko)
Hi I just had my interview on Thursday and they phoned me on Friday to offer me the job!

Anyway, about the assessment day. (I'll say what happened to me, might not be exactly the same w/ you but it'll probably be really similar )

Got there at 2.30. Had me and the other two applicants waiting for about 10 minutes. Took us through to a wee room and the man gave us an introduction to the day. That took about 10 minutes, then we got given some headphones and he took us through to the main call centre. We got to listen in on some real calls for about 20 minutes.

After that he took us back to the rooms and gave us a sheet of paper with the main interview questions on it. Gave us 10 minutes to write notes under each heading. We were split into separate rooms this time, so we were all on our own (it was quite unnerving actually haha). The questions were mainly based around circumstances. E.g. When have you had to adapt to change, deal with disappointment etc. After that, two interviewers came in. One to ask the questions, the other to take notes. The man had said the interview would last approx 45 minutes but mines wasn't more than 30 (prolly cause i talk too fast).

After the interview was over, we all were put into the same room again and the intro man came back in. Gave us a pack with details about a product we had to sell, then split us into separate rooms again. We had 20 minutes to read over the information before the roleplay calls began. There is a script for the start, and a script for if you make a sale. Also some answers you can give if the customer has a specific question (it seems a bit expensive, i don't see why i would need it etc). The questions that they ask will probably have an answer on the sheet. I don't think theyd be so mean as to surprise you like that haha. You have to phone two people, the first being an easier sell than the second. After the roleplay, we could go home! We were in for about 2.5 hours.

Pro tips:
Wear a suit!
Use the 10 minutes before your interview wisely (it's very very very helpful)
Don't be gender specific during the roleplay (they used unisex names like Sam and Chris. Don't say "Hello can I speak to a Mr Sam xxx" cause if its a woman they'd be pissed :P)

Do all that and you should be fine

PM to tell me how you get on^^

Andy

hello there

i have got my interview coming up... can u tell me what qs did they ask u in face to face nterviews

[timmy85]

How long after your assessment did you hear back?
Did you get the job or not?
I had my assessment today and did not like the role plays!!

[bluebbe15]

(Original post by xfoucault)
I passed a telephone interview and now have an assessment centre for a Customer Service Advisor role with British Gas Residential next week. I was wondering if anyone has any experience of what this involves? I'm guessing its more than just an interview, but I'm really not sure what to expect. Any advice/tips would be much appreciated!

Hi, could you tell me what kind of questions they ask in the phone interview, i have mine on saturday and am quite nervous! thankyou!

[Ose1]

I have a values based interview for a csa role with British Gas tomorrow. Any tips?

[bablo]

(Original post by Ose1)
I have a values based interview for a csa role with British Gas tomorrow. Any tips?

Hi,what is the values based interview all about? have mine in a few days too..

[abdullahkhan19]

British Gas CSA Assessment Centre --- Role Play and Face to face interview
Hey everybody,

I hope you all are doing great. I just had my British Gas assessment center day for CSA role in southampton.

It mainly had two parts.
1) Role Play in which you are given some information about two BG customers. Some of the information given will be incorrect. You have to ask the person about the personal and BG account details. You have to follow the pattern. First greet with the following lines:

"Good afternoon/ Good morning. This is British Gas, and you are talking to XXX. How may I help you"

Then the caller will tell you about his problem. You have to ask him about his personal details. That be:

Full name
Telephone number
Full Address
Post Code
BG account number

Some of the information given to you will not match with the information provided by the caller. So note them down and make appropriate changes.

Then ask about the problem/query. and tell him that we are here to provide excellent customer service. and we are here to solve the problem.

Then ask him questions about that scenario. You will be given some information about what could be the possible scenario. Ask questions accordingly.

After giving him some solution of the problem, just tell him that BG has introduced some great products that will definitely save you some money and will ensure the safety. He will say I am not interested, or I shall ask my wife, or I need some time to make decision. All these excuses that he ll be making have some certain answers that have already been provided to you. So make sure all the answers are in front of you.

If he agrees to purchase any of the product, sign him up and tell him that you are sending details of this product to your home address.

After that make a quick recap of the conversation and ask him if you can be of some more help. In the end Thank him for bringing the problem in your notice. thank you for calling BG. take cares and cheers. bye


Call 1:

In my case the guys name was sam martin
his phone number and address was not in the sheet given to me. So I asked for that information
His BG account number was incorrect. There was a 2 missing in the end. So I corrected it.

His summer quarter bill was 180 GBP
But last quarter bill was GBP 100

So he was like how come my bill is so high. I asked him some questions like "has ther been any change in circumstances within your house, like there is addition of a person or two living with you these days" He said NO
Then I asked if your boiler has been serviced in past 3 years. He said NO.
So I told him that this can be the reason of high energy consumption. We recommend that you get your boiler and other equipment serviced every year.
I asked him if I can book an appointment for you and BG engineer can come over your house to inspect and rectify the problem. So if the problem is in your equipment then I am afraid you have to pay the bill. But if the problem is on BG end then we will send you the correct bill.
Then you have to ask him how does he want to pay that bill. You can offer him a 12 month installment plan that will cost him GBP 15 plus the months consumption charges. He could pay all the bill in one installment. He opted for 12 month option.

Then I told him that BG have some exciting products to introduce to enhance the safety of our customers and the equipment. He was not interested in the products. But I kept asking the questions that were provided to us in case if a customer is reluctant to purchase. DO NOT worry all those questions are there. I have mentioned few in the above paragraphs.

Then I thanked him and ended the call.

Call 2 :

The guys name was Joe and some information was missing.

His this quarter bill was 100
last quarter bill was 80
but his protection saver plan (20% off) has ended.

He was angry that why I had not been notified. I apologized and told him that will never happen again. He insisted on talking to manager. But I kept on cooling him down by saying that this problem will be resolved. I offered him the extension. I dont know if it was okay as the extension was not written anywhere in the material we were provided with. Then I asked him about how does he want to pay that bill. He took the option of paying by cheque.

Well then I told him about products and happened to purchase on of the product. The product names were Gas care, Gas something and homecare200.
I did not get a chance to mention all these. Make sure you mention all the products that BG was promoting. Name all of them atleast. Also there are different costs mentioned for each product. I think it is better to mention per month cost or even per day cost.

For one product GAS CARE it was GBP 75 per annum GBP 7 per month and 20p per day.

After each call you have to write down all the important notes. That all you have to do in role play. Just follow the pattern. you assessment role play with BG will be more or less the same. So practice all this again and again so that you feel comfy out there.

I think I did not do good in my role play. As I got a bit confused in my first call. He was talking about any extra charges so I had to out him on hold to find out about any charges. I could not find any in that short period of time so I told him that there are no extra charges for monthly installments.

Well lets see. Fingers Crossed

About face to face interview
It was about 45 mins interview. There were two ladies. One was taking notes and the other one was asking me questions. like:

Tell me about a situation when you have to persuade someone that changed his mindset about something.
How did you feel about that.
What was your motive behind that.

Tell me about a situation where you have to work within the team and it did not come out as expected.
What were the reasons
what did you do about it
how did you feel about it.
Did you discuss it with your boss

Tell me a situation in which you planned something and it came out exactly as you were planning it to be.
what was you reaction
how did you manage to do that

Tell me a situation in which you have helped someone in your daily life
what was the driving force behind it.

There were many questions of this sort. she was always asking me about my feelings and how did I manage it. etc etc.

She asked my why you want to work for BG and what do you think BG expect from its employees.

I hope that will be helpful for you guys.

Take cares and keep good work and good deeds going
Positive Rating!

[abdullahkhan19]

Just received a call from british gas regarding the feedback of my interview.

The guy said that I lacked specific examples of resilience,influence in teams and British gas core values.

I gave them hell alot of examples. I believe that if I ask them the same questions, they are never gonna give me a single example ..

[AsianGuy]

Yeah well being asian its difficult to find work these days. We get judged harder and assessed harder i wouldnt worry about it, you probably did well

[kunjer]

(Original post by abdullahkhan19)
British Gas CSA Assessment Centre --- Role Play and Face to face interview
Hey everybody,

I hope you all are doing great. I just had my British Gas assessment center day for CSA role in southampton.

It mainly had two parts.
1) Role Play in which you are given some information about two BG customers. Some of the information given will be incorrect. You have to ask the person about the personal and BG account details. You have to follow the pattern. First greet with the following lines:

"Good afternoon/ Good morning. This is British Gas, and you are talking to XXX. How may I help you"

Then the caller will tell you about his problem. You have to ask him about his personal details. That be:

Full name
Telephone number
Full Address
Post Code
BG account number

Some of the information given to you will not match with the information provided by the caller. So note them down and make appropriate changes.

Then ask about the problem/query. and tell him that we are here to provide excellent customer service. and we are here to solve the problem.

Then ask him questions about that scenario. You will be given some information about what could be the possible scenario. Ask questions accordingly.

After giving him some solution of the problem, just tell him that BG has introduced some great products that will definitely save you some money and will ensure the safety. He will say I am not interested, or I shall ask my wife, or I need some time to make decision. All these excuses that he ll be making have some certain answers that have already been provided to you. So make sure all the answers are in front of you.

If he agrees to purchase any of the product, sign him up and tell him that you are sending details of this product to your home address.

After that make a quick recap of the conversation and ask him if you can be of some more help. In the end Thank him for bringing the problem in your notice. thank you for calling BG. take cares and cheers. bye


Call 1:

In my case the guys name was sam martin
his phone number and address was not in the sheet given to me. So I asked for that information
His BG account number was incorrect. There was a 2 missing in the end. So I corrected it.

His summer quarter bill was 180 GBP
But last quarter bill was GBP 100

So he was like how come my bill is so high. I asked him some questions like "has ther been any change in circumstances within your house, like there is addition of a person or two living with you these days" He said NO
Then I asked if your boiler has been serviced in past 3 years. He said NO.
So I told him that this can be the reason of high energy consumption. We recommend that you get your boiler and other equipment serviced every year.
I asked him if I can book an appointment for you and BG engineer can come over your house to inspect and rectify the problem. So if the problem is in your equipment then I am afraid you have to pay the bill. But if the problem is on BG end then we will send you the correct bill.
Then you have to ask him how does he want to pay that bill. You can offer him a 12 month installment plan that will cost him GBP 15 plus the months consumption charges. He could pay all the bill in one installment. He opted for 12 month option.

Then I told him that BG have some exciting products to introduce to enhance the safety of our customers and the equipment. He was not interested in the products. But I kept asking the questions that were provided to us in case if a customer is reluctant to purchase. DO NOT worry all those questions are there. I have mentioned few in the above paragraphs.

Then I thanked him and ended the call.

Call 2 :

The guys name was Joe and some information was missing.

His this quarter bill was 100
last quarter bill was 80
but his protection saver plan (20% off) has ended.

He was angry that why I had not been notified. I apologized and told him that will never happen again. He insisted on talking to manager. But I kept on cooling him down by saying that this problem will be resolved. I offered him the extension. I dont know if it was okay as the extension was not written anywhere in the material we were provided with. Then I asked him about how does he want to pay that bill. He took the option of paying by cheque.

Well then I told him about products and happened to purchase on of the product. The product names were Gas care, Gas something and homecare200.
I did not get a chance to mention all these. Make sure you mention all the products that BG was promoting. Name all of them atleast. Also there are different costs mentioned for each product. I think it is better to mention per month cost or even per day cost.

For one product GAS CARE it was GBP 75 per annum GBP 7 per month and 20p per day.

After each call you have to write down all the important notes. That all you have to do in role play. Just follow the pattern. you assessment role play with BG will be more or less the same. So practice all this again and again so that you feel comfy out there.

I think I did not do good in my role play. As I got a bit confused in my first call. He was talking about any extra charges so I had to out him on hold to find out about any charges. I could not find any in that short period of time so I told him that there are no extra charges for monthly installments.

Well lets see. Fingers Crossed

About face to face interview
It was about 45 mins interview. There were two ladies. One was taking notes and the other one was asking me questions. like:

Tell me about a situation when you have to persuade someone that changed his mindset about something.
How did you feel about that.
What was your motive behind that.

Tell me about a situation where you have to work within the team and it did not come out as expected.
What were the reasons
what did you do about it
how did you feel about it.
Did you discuss it with your boss

Tell me a situation in which you planned something and it came out exactly as you were planning it to be.
what was you reaction
how did you manage to do that

Tell me a situation in which you have helped someone in your daily life
what was the driving force behind it.

There were many questions of this sort. she was always asking me about my feelings and how did I manage it. etc etc.

She asked my why you want to work for BG and what do you think BG expect from its employees.

I hope that will be helpful for you guys.

Take cares and keep good work and good deeds going
Positive Rating!

hi guys, I am new.

I have an interview on Tuesday.

can anyoen remember who has attended recently, what the problem is for the first call role play? why he was charged more in the summer than the previous winter or ideas?

[jbop]

Hey guys, I had an interview last week, and they said I should hear back on Monday. It is now Wednesday and I've heard nothing.
Well no news is good news and all but I would rather have actual good news. Anyone else had a reply??

[Sugar&Spice]

Hey guys..

I just been offered the job for CSA at British Gas. If anyone has any questions regarding the assesment day, let me know