Landing a role as a Reading Buses Customer Service Advisor is an excellent opportunity to join a company committed to delivering outstanding public transport experiences. This position is vital as it places you directly in contact with the community, acting as the first point of contact for customers. Customer Service Advisors ensure smooth communication, resolve queries, and support the daily operations that keep buses running efficiently. The role typically offers a competitive salary ranging from £18,000 to £22,000 per year, depending on experience, with additional benefits such as travel discounts and career progression opportunities. In this blog post, I, Jerry Frempong, a UK-based career coaching professional with over 25 years of experience, will guide you through 25 interview questions and answers tailored specifically for this role. These will include simple opening questions, competency-based queries using the STAR model, and tips on how to impress with your closing remarks.
1. Tell me about yourself.
Keep it concise, focusing on your customer service experience and passion for helping people.
Example answer: “I have worked in customer service roles for five years, focusing on effective communication and problem-solving. I enjoy interacting with customers and ensuring they have a positive experience, which is why I’m excited about the opportunity at Reading Buses.”
2. Why do you want to work for Reading Buses?
Show your knowledge of the company and your alignment with their values.
Example answer: “I admire Reading Buses’ commitment to customer satisfaction and sustainability. I want to contribute by offering friendly and efficient support to passengers.”
3. What do you know about the Customer Service Advisor role?
Demonstrate awareness of the job description and responsibilities.
Example answer: “The role involves assisting customers with journey planning, handling complaints, and providing accurate information to ensure a smooth travel experience.”
4. How do you handle difficult customers?
Show empathy and problem-solving skills.
Example answer: “I remain calm, listen carefully to their concerns, and try to resolve the issue promptly while keeping the customer informed and reassured.”
5. Can you describe a time you provided excellent customer service? (Use STAR model)
Situation: “At my previous job, a customer was upset about a delayed delivery.”
Task: “I needed to calm them and find a solution.”
Action: “I apologized, checked the status, and offered alternatives.”
Result: “The customer left satisfied and praised our service.”
6. How do you prioritize tasks during busy periods?
Explain your organisation skills.
Example answer: “I assess urgency and impact, focusing on resolving customer issues that affect many people first.”
7. What makes good customer service?
Mention communication, patience, and understanding.
Example answer: “Listening attentively, providing clear information, and showing empathy.”
8. How comfortable are you with handling complaints?
Show confidence and professionalism.
Example answer: “I view complaints as opportunities to improve and always remain polite and solution-focused.”
9. Describe a time when you had to work in a team to achieve a goal. (STAR)
Situation: “During a busy holiday season, my team needed to improve response times.”
Task: “We aimed to reduce wait times by 20%.”
Action: “I suggested a rota system for handling calls.”
Result: “Wait times decreased, and customer feedback improved.”
10. How would you deal with an angry passenger on a delayed bus?
Example answer: “I would empathise with their frustration, explain the cause of the delay, and offer alternative options.”
11. What do you think are the most important skills for a Customer Service Advisor?
Communication, patience, problem-solving, and teamwork.
12. Can you explain a time you went above and beyond for a customer? (STAR)
Situation: “A customer missed their connection due to a bus delay.”
Task: “I wanted to ensure they reached their destination.”
Action: “I arranged a taxi and refunded the cost.”
Result: “The customer appreciated the help and wrote a positive review.”
13. How do you stay motivated during repetitive tasks?
Example answer: “I focus on the positive impact I’m making for customers every day.”
14. What is your approach to learning new information or systems?
Show adaptability.
Example answer: “I’m proactive about training and practice to master new tools quickly.”
15. Have you used any customer service software before?
Mention any relevant experience with CRM or ticketing systems.
16. What would you do if you didn’t know the answer to a customer’s question?
Example answer: “I would honestly inform the customer I’m checking on it and quickly seek the right information.”
17. Describe a situation where you had to handle multiple queries at once.
Explain prioritisation and multitasking skills.
18. How do you ensure accuracy in your work?
Mention attention to detail and double-checking information.
19. What does teamwork mean to you?
Example answer: “Working collaboratively, supporting each other to provide the best customer experience.”
20. How do you handle stress in a fast-paced environment?
Example answer: “I use time management and take brief pauses to stay focused.”
21. How do you respond to constructive feedback?
Show openness and willingness to improve.
22. What are your strengths relevant to this role?
Pick key skills like communication, patience, and adaptability.
23. What are your weaknesses and how do you manage them?
Be honest but show self-awareness and improvement efforts.
24. Do you have any questions for us?
Always prepare questions about team culture, training, or career progression.
25. Why should we hire you?
Summarise your skills and enthusiasm.
Example answer: “I bring strong communication skills, a passion for customer service, and a commitment to supporting Reading Buses’ values.”
General interview coaching tips:
Dress smartly and arrive early.
Use the STAR model (Situation, Task, Action, Result) to structure answers for competency questions.
Listen carefully and answer concisely.
Maintain positive body language and eye contact.
Avoid negative comments about previous employers.
Prepare examples from your experience ahead of time.
End with a strong closing statement expressing enthusiasm.
Do’s and Don’ts:
Do: Prepare thoroughly, practice common questions, and stay calm.
Don’t: Interrupt the interviewer, guess answers, or appear unprepared.
Remember, the Customer Service Advisor role at Reading Buses is a fantastic opportunity to showcase your dedication to excellent service and community engagement. If you want to boost your confidence and maximise your chances of success, consider booking an interview coaching session with a professional interview coach. Expert interview training can help you sharpen your answers, master body language, and leave a lasting positive impression.
For over 25 years, I’ve helped candidates just like you succeed. You can too!
