Customer Service Advisors at Better UK (operated by GLL) play a key role in delivering excellent experiences to members and visitors across leisure centres, libraries, and cultural services. This position requires communication skills, patience, and a customer-first attitude. Whether it’s assisting with bookings, resolving complaints, or guiding users through memberships, the advisor is the face of the organisation.
According to recent listings, the average salary for a Customer Service Advisor at Better UK ranges from £22,000 to £25,000 annually, with opportunities for professional development and internal promotion. The job may include shift work, weekend hours, and working across multiple sites.
Top 20 Interview Questions and Answers for Better UK (GLL) Customer Service Advisor
1. Tell us about yourself. Focus on your customer service background, passion for helping others, and any experience related to leisure, libraries, or reception roles.
2. Why do you want to work for Better UK (GLL)? Mention GLL’s community-driven mission, its employee-owned model, and your desire to support accessible, active lifestyles.
3. What does good customer service mean to you? Say it’s about listening, resolving issues efficiently, and ensuring a positive customer experience every time.
4. Describe a time you handled a difficult customer. Use the STAR method: Situation, Task, Action, Result. Emphasise empathy, active listening, and resolution.
5. How do you stay calm under pressure? Talk about staying focused, using breathing techniques, and relying on training and procedures.
6. How would you handle multiple customers approaching the desk at once? Prioritise calmly, acknowledge everyone, and serve each person efficiently while keeping others informed.
7. Are you comfortable working with technology and booking systems? Yes, and highlight your experience with any CRM, POS, or scheduling software.
8. What would you do if you didn’t know the answer to a customer’s question? Be honest, reassure the customer you’ll find out, and follow up after consulting the right source.
9. How do you ensure a safe environment in a leisure centre? Mention health and safety training, vigilance, and following protocols.
10. What do you know about GLL and its values? Talk about its not-for-profit model, commitment to public services, and customer well-being.
11. Describe a time you worked as part of a team. Use a relevant example from retail, hospitality, or admin work to show collaboration.
12. How would you deal with a customer complaint? Listen, apologise sincerely, resolve the issue or escalate appropriately, and follow up.
13. Can you handle repetitive tasks like answering phones and emails all day? Yes—emphasise your attention to detail, consistency, and professional attitude.
14. How do you manage your time during a busy shift? Talk about planning, staying organised, and multitasking effectively.
15. How would you welcome a new member or visitor? With a warm greeting, eye contact, and helpful information tailored to their needs.
16. What are your strengths? Customer service, clear communication, adaptability, and a calm demeanor.
17. What are your weaknesses? Pick something minor, like being too detail-focused, and explain how you’re working on it.
18. How would you encourage a customer to try a new class or facility? Find out their interests, match them with suitable options, and highlight benefits.
19. What motivates you in a customer service role? Helping people, making a positive difference in someone’s day, and solving problems.
20. Do you have any questions for us? Ask about training, progression, team culture, or how success is measured.
Final Interview Tips for Success
With these 20 questions and a little preparation, you’ll walk into your GLL interview confident, focused, and ready to stand out from the competition. Good luck!
