Royal Bank of Scotland Group/Natwest Customer Service Officer.

Hi

I just passed my telephone interviewed with Royal Bank of Scotland Group/Natwest for the position of Customer Service Officer.

Now i have the face-to-face interview coming up next month, i just wanted to ask people if they knew what questions they will ask, more importantly any tricky questions they may ask.

Within their info pack i was reading there tip and found this

"Try to think about what skills and behaviours that the Royal Bank of Scotland Group might require and how you might demonstrate that you possess these qualities"

Any suggestions and help with the question above (i.e. in italic) :smile:

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Reply 1

guccilittlepiggy

I work there :smile:

they will just ask fairly similar questions to what they asked you in the phone interview e.g 'tell us about a time you've dealt with change in the work place', 'when have you had to convince someone to do something they didn't want to do?', 'when have you dealt with an angry customer and what did you do to resolve the situation?'. just remember to give specific examples and remember to show that you can 'sympathise' and 'empathise' with people. Just demonstrate (re. the above question) that you have the ability to understand people and that you want to help people etc. make sure that you are confident when you go in as the more confident you are the more likely you'll get hired. oh and be friendly to the interviewer and make sure you can demonstrate rapport (v. important) just ask me if you have any specific questions because i'm starting to waffle on now. best of luck anyway. will you be working in the manchester credit card centre or elsewhere?

Reply 2

Newcastle XI

Cheers for that info, the position is in gateshead.

Reply 3

guccilittlepiggy

Newcastle XI: you'll get the job then, the harder jobs to get are in credit card services and sales specific roles.

nabariba: you'll have to let me know what role you're going for but in most cases there won't be any numeracy questions. just show them that you're confident, have personality and customer service skills and you're sorted. oh, and don't try to be funny on the 'criminal records' section on your appplication :wink:

Reply 4

guccilittlepiggy

whereabouts are you applying? good luck, and feel free to ask if you have any questions :smile:

Reply 5

wicked88

hey, i was just wonderinghow you got these jobs....did you have to go straight to your local branch, was it online, how long ago did you apply....please help...thanks...

Reply 6

wicked88

and are these summuer jobs

Reply 7

Newcastle XI

You have to do it online and it takes them about a month to process it through.....and not sure about the summer jobs regarding this position

Reply 8

guccilittlepiggy

Its unlikely that you'd be taken on over the summer firstly because to train someone for a basic role it costs about £10,000 so if you didn't stay long then they've wasted that money. and secondly basic training takes 6 weeks (plus additional for certain roles) and new people are still learning for the first few months so you'd only be working for a few weeks. thats based this role in credit card services, which i assume would be roughly similar accross most service/ sale jobs.

Reply 9

jonnyq

I'm applying for a temporary position (over the summer) through an agency

Reply 10

guccilittlepiggy

yo'ull be doing one of the basic jobs then, we arn't taking agency staff anymore where i work. caused too many problems.

Reply 11

jonnyq

I see, what sort of jobs did the agency staff do?

Reply 12

Newcastle XI

Well i had my interview yesterday, after some excellent advise from Guccilittlepiggy, the interview went very well. She was impressed, and will get a answer within 7 days, so fingers crossed!!

Reply 13

Newcastle XI

Last night i recieved a voicemail on my mobile phone regarding the job, and I GOT IT!!!

Reply 14

CAN

I wouldn't worry about that too much - its more of a formality really, giving you the chance to see what the job is like. I would imagine you would have to do something really wrong not to get the job now!

Reply 15

guccilittlepiggy

nabariba

Thanks once again "guccilittlepiggy"... I just had the interview today, which i passed (they told me on the spot), however they said that this is not the final stage of the application, the final stage is actually meeting the branch manager and the team at one of the branches, could you please give me some more information about this, will this in effect be another interview or it is just to show the type of person you are,

thankyou once again! :smile:

So i assume you've had just the phone interview? i don't work in a branch but i guess it the same as i had which is the initial phone interview then a further face to face interview. if i were you i'd phone HR and ask then you'll know whats expected of you and they'll also be able to offer you advice about the interview/ role.

Reply 16

andy_1989

My sister is a customer service officer at RBS. She hates it and told me that everyone in her CTT (whatever that is) hates it. You guys sure you know what your getting into?

Reply 17

guccilittlepiggy

andy_1989

My sister is a customer service officer at RBS. She hates it and told me that everyone in her CTT (whatever that is) hates it. You guys sure you know what your getting into?

there are quite a few people who dislike the job because of the constant arguments with customers all day and the s*** we have to take but there again i'd rather be in a job thats more challenging than retail as i enjoy dealing with difficult situations. there is a really good work atmosphere which i've not really experienced in other jobs which is an incentive to stay. however, many (if not all) people working there are very unhappy about the way they are treated by the company. They feel as though RBS don't care about individuals but rather their own profits and although they try to shake off the image of the uncaring company its near impossible to do and they do lots of things (which i won't go into) that a lot of employees disagree with.

Reply 18

CAN

If you are going to work there be prepared to be put under serious pressure to make sales - so if you don't like selling beware!!

Reply 19

guccilittlepiggy

you work there aswell can? the sales pressure is getting ridiculous now. i don't mind it but the targets are so high and when you deal with a lot of complaints to try and firstly resolve the problem and hand then sell them something at the end of the call can be a challenge sometimes, its the last thing they want when they are angry about something.