Working as a Customer Service Advisor at Esso Petrol Stations is more than just a job—it’s an opportunity to be the welcoming face of a globally recognised brand while ensuring smooth daily operations at the forecourt. This role typically involves assisting customers with fuel purchases, convenience store transactions, promoting loyalty programmes, and handling queries or complaints with professionalism and courtesy. On average, a Customer Service Advisor at Esso earns between £10–£12 per hour, with potential for overtime and career progression.
Success in this role hinges on excellent communication, patience, problem-solving, and a positive attitude. To secure a position, candidates need to perform well in interviews that explore customer service skills, situational responses, and alignment with Esso’s values. Below, we break down 25 common interview questions for this role, complete with detailed guidance, example answers, and strategies like the STAR method to ensure your responses shine.
1. Tell us about yourself.
This opening question allows you to make a strong first impression. Keep it concise, highlighting your background, customer service experience, and interest in Esso.
Sample answer:
“I have over three years of experience in retail and customer service roles, where I developed strong communication and problem-solving skills. I enjoy helping customers and ensuring they leave satisfied, which is why I am excited about the Customer Service Advisor role at Esso.”
2. Why do you want to work at Esso?
Show genuine interest in the brand and its values.
Sample answer:
“I admire Esso’s commitment to customer satisfaction and innovation in the petrol and convenience retail industry. I want to contribute to a team that prioritises efficiency and a welcoming environment for customers.”
3. What are your strengths in customer service?
Focus on skills that directly impact the role.
Sample answer:
“I excel at communication, remain calm under pressure, and am proactive in resolving customer issues. These strengths help create a positive customer experience, which I understand is crucial at Esso.”
4. What is your greatest weakness?
Be honest, but show how you’re improving.
Sample answer:
“I sometimes take on too many tasks at once, but I’ve been working on prioritising effectively and using tools like checklists to manage my workload efficiently.”
5. How do you handle difficult customers?
Employ the STAR method (Situation, Task, Action, Result).
Sample answer:
“Situation: A customer was unhappy with a delayed fuel payment. Task: I needed to resolve their concern quickly. Action: I listened attentively, explained the delay, and processed the transaction manually. Result: The customer left satisfied and thanked me for my patience.”
6. How would you deal with a long queue at the petrol station?
Demonstrates time management and prioritisation.
Sample answer:
“I would ensure customers are acknowledged immediately, process transactions efficiently, and ask colleagues for assistance if necessary to reduce waiting time and maintain a positive customer experience.”
7. Give an example of a time you exceeded a customer’s expectations.
Use STAR to structure your response.
Sample answer:
“Situation: A customer needed a specific item urgently. Task: I had to find it quickly. Action: I located the product in another store and arranged a quick delivery. Result: The customer was delighted and left positive feedback.”
8. How do you prioritise tasks in a busy environment?
Employ practical examples from past experience.
Sample answer:
“I list tasks by urgency, tackle high-priority customer requests first, and stay organised using digital or physical checklists. This ensures everything is handled efficiently without compromising service quality.”
9. Describe a time you worked as part of a team.
Highlight collaboration and communication.
Sample answer:
“At my previous role, we had to restock and serve during peak hours. I coordinated with colleagues, divided tasks, and supported each other. This teamwork ensured smooth operations and happy customers.”
10. How would you promote Esso loyalty programmes to customers?
Demonstrates sales and engagement skills.
Sample answer:
“I would explain the benefits clearly and enthusiastically, answer any questions, and provide a simple sign-up process to make participation easy for the customer.”
11. What motivates you in a customer service role?
Sample answer:
“Seeing customers leave satisfied motivates me. I enjoy problem-solving, building rapport, and being part of a team that makes a real difference in the customer experience.”
12. How do you stay calm under pressure?
Sample answer:
“I focus on one task at a time, breathe steadily, and remind myself that staying composed helps customers feel valued. Training and experience have made me more confident in handling pressure.”
13. Can you handle repetitive tasks effectively?
Sample answer:
“Yes, I maintain focus by reminding myself that consistency ensures quality. I also look for ways to improve efficiency while staying accurate.”
14. Describe a time you resolved a conflict at work.
Sample answer:
“Situation: Two colleagues disagreed on task allocation. Task: I needed to mediate. Action: I listened to both perspectives and suggested a compromise. Result: Both were satisfied, and workflow continued smoothly.”
15. How do you ensure accuracy during cash handling?
Sample answer:
“I double-check each transaction, count change carefully, and reconcile the till at regular intervals to prevent errors.”
16. Tell us about a time you received constructive feedback.
Sample answer:
“A supervisor noted I needed to improve my product knowledge. I took initiative, studied manuals, and shadowed experienced colleagues. This led to improved confidence and customer interactions.”
17. What would you do if a customer refused to follow store policy?
Sample answer:
“I would remain calm, explain the policy politely, offer alternative solutions if possible, and seek a supervisor’s support if needed, ensuring the customer feels respected.”
18. Give an example of providing excellent service under time constraints.
Sample answer:
“Situation: Peak hours with a long queue. Task: Serve all customers efficiently. Action: I stayed organised, multi-tasked safely, and communicated estimated wait times. Result: All customers were served and left satisfied.”
19. How do you handle working alone on a shift?
Sample answer:
“I prioritise tasks effectively, stay alert, and maintain customer service standards while managing multiple responsibilities independently.”
20. Why should we hire you over other candidates?
Sample answer:
“I combine experience, strong customer service skills, and a positive attitude. I am reliable, proactive, and committed to creating excellent experiences for Esso customers.”
21. What are your career aspirations?
Sample answer:
“I aim to grow within Esso, potentially advancing to supervisory or management roles while continuing to provide outstanding customer service.”
22. How would you handle a technical issue at the till?
Sample answer:
“I would follow standard troubleshooting procedures, stay calm, inform the customer, and escalate the issue to the supervisor if required, ensuring minimal disruption.”
23. Can you provide an example of upselling successfully?
Sample answer:
“Situation: A customer buying fuel. Task: Encourage additional product purchase. Action: I recommended a popular snack alongside their purchase. Result: The customer added it to their basket and expressed gratitude for the suggestion.”
24. Do you have experience with health and safety compliance?
Sample answer:
“Yes, I consistently follow safety protocols, ensure spills are cleaned promptly, and follow emergency procedures to maintain a safe environment for customers and colleagues.”
25. Do you have any questions for us?
Always prepare thoughtful questions to show interest.
Sample answer:
“I would like to know more about Esso’s training programmes for new employees and opportunities for career development within the company.”
General Interview Coaching Tips
As an experienced UK career coach with over 25 years of guiding candidates, I recommend:
Do research about Esso, the forecourt industry, and customer service expectations.
Practice the STAR method to structure competency answers.
Dress smartly and arrive early for your interview.
Maintain a positive, professional tone throughout.
Do not speak negatively about previous employers or exaggerate experience.
Do prepare examples of past achievements and situations where you provided excellent service.
Remember, interviews are about showing your personality, reliability, and fit for the role. Confidence comes from preparation. Using interview training or booking an interview coaching online session can significantly improve your performance. Working with a professional interview coach ensures personalised feedback, while job interview preparation equips you with strategies to answer even the trickiest questions.
Take charge of your next opportunity, prepare thoroughly, and let your passion for customer service shine. You can also book a personalised interview coaching session to maximise your chances of landing the role at Esso.
