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When preparing for interviews, competency-based questions can be among the most challenging to answer. These interview questions are a key part of recruitment across the UK, and mastering them is paramount to succeeding in the process.
Whether you're aiming for a role with the NHS, civil service, or a company like Amazon or Apple, understanding how to approach these questions can make a huge difference in your candidacy. We're here to help you gain that crucial insight and build your confidence!
In this article, we cover:
How to prepare for competency-based interview questions
List of competency-based questions with answers
Role-specific questions with examples
Common mistakes to avoid when answering these questions.
Want to get more interviews? Your ideal job is just a well-written CV away!
What are competency-based interview questions?
Competency-based interview questions, also known as behavioural or situational questions, are designed to assess whether you have the key competencies and behaviours needed for a specific job. Instead of focusing on hypothetical scenarios, these questions invite you to draw on real-life examples of how you have acted in past situations.
They usually reflect the job description and may cover competencies such as:
Decision making
Communication skills
Building relationships
Attention to detail
Employers use this approach to predict how you are likely to behave in similar situations in the future. Your answers show whether you have demonstrated these competencies before, how you contributed as a team member, and how you have delivered results or improved customer outcomes.
How to answer competency-based interview questions
The most effective way to answer competency-based questions is to use the STAR (Situation, Task, Action, Result) interview technique. This method helps you structure your answer by describing past situations and how you overcame them.
S - Situation
Describe the situation and provide context.
“When I was working as a customer service representative, our team faced a sudden surge in support requests during a product launch.”
T - Task
Explain what your responsibility was.
“My task was to manage customer expectations and ensure all queries were resolved within 24 hours.”
A - Action
Detail the steps you took.
“I analysed customer feedback, prioritised urgent requests, and created a shared tracking system to monitor progress.”
R - Result
Share the outcome and what you achieved. steps you took.
“As a result, customer satisfaction improved by 25% and we reduced response times to under 12 hours.”
Pro tip
Use this structure to stay clear and concise while showcasing your contributions and achievements effectively.
Typical competency-based interview questions (with answers)
Below are examples of competency-based questions and sample answers demonstrating different core skills:
Decision-making questions
Tell me about a time when you had to make a quick decision with limited information.
"As a project manager, a supplier informed us of a delay just days before launch. I needed to decide whether to postpone the project or find an alternative supplier. I rapidly assessed options, negotiated with a new supplier, and adjusted the project plan. The launch remained on schedule, demonstrating my ability to make sound decisions under pressure."
Communication skills questions
Describe a situation where you had to communicate complex information clearly.
"In my role as a finance business partner, I needed to explain financial forecasts to non-financial stakeholders. I created visual reports, simplified terminology, and encouraged questions. The team understood the data and made informed decisions, leading to better financial planning."
Teamwork questions
Give an example of how you built a successful working relationship.
"As part of an event management team, a new supplier was reluctant to commit. I set up regular meetings, clarified expectations, and provided constructive feedback. The partnership strengthened and contributed to a successful event, exceeding client expectations."
Attention to detail
Describe a time your attention to detail prevented a problem.
"As an accountant, I noticed an inconsistency in a client’s tax return. I investigated, identified a data entry error, and corrected it before submission. This avoided a potential fine and built client trust, improving customer satisfaction."
Examples of common role-specific interview questions with model answers
Competency-based interview questions often vary depending on the role and industry. Below is a selection of typical questions and answers tailored to different roles:
NHS competency-based interview question
Q: Describe a time when you provided exceptional patient care under pressure.
A: "During a busy A&E shift, we were short-staffed. I prioritised tasks, communicated clearly with colleagues, and ensured patients were updated and reassured. All patients were treated within target times, and feedback praised the quality of care."
Police competency-based interview question
Q: Tell me about a situation where you had to remain calm and make a quick decision.”
A: "Responding to a disturbance, tensions escalated quickly. I used communication skills to defuse the situation, separating the parties and gathering information. The situation was resolved peacefully, demonstrating strong decision-making and professionalism."
Civil service competency-based interview question
Q: Give an example of when you improved a process to deliver better public service.
A: "Our department’s response time to enquiries was below standard. I redesigned the workflow, introduced clearer guidelines, and trained staff. Response times improved by 35%, enhancing service delivery and public satisfaction."
Accountancy competency-based interview question
Q: Describe a time you provided insight that influenced a business decision.
A: "I identified cost inefficiencies in a client’s operations. I presented alternative strategies with financial projections. The client implemented changes, reducing costs by 15%."
Administrator competency-based interview question
Q: Tell me about a time you had to manage multiple priorities.
A: "I was managing three urgent tasks with competing deadlines. I prioritised based on urgency and impact, communicated with stakeholders, and delegated where possible. All tasks were completed on time, maintaining smooth operations."
Amazon competency-based interview question
Q: Describe a time you took ownership of a problem.
A: "A logistics error delayed several customer orders. I investigated the root cause, coordinated with suppliers, and implemented a tracking solution. Delivery performance improved and customer satisfaction scores increased."
Team leader competency-based interview question
Q: Tell me about a time when you motivated a team during a challenging period.
A: "Morale dropped during a difficult project phase. I held team meetings, recognised individual contributions, and adjusted workloads. Productivity improved and the team delivered the project ahead of schedule."
Event management competency-based interview question
Q: Describe how you handled an unexpected challenge during an event.
A: "A keynote speaker cancelled at short notice. I quickly sourced a replacement, adjusted the schedule, and communicated changes to attendees. The event proceeded smoothly and feedback was highly positive."
Finance competency-based interview question
Q: Give an example of when your analysis influenced a strategic decision.
A: "I identified a trend indicating declining profitability. I presented detailed analysis and recommended a shift in pricing strategy. The company adopted the changes and profitability improved within two quarters."
Customer service competency-based interview question
Q: Tell me about a time you turned a dissatisfied customer into a loyal one.
A: "A client was unhappy with a delayed order. I apologised, offered a solution, and followed up personally. The customer stayed with us and later provided positive referrals."
Project manager competency-based interview question
Q: Describe a project you managed from start to finish and how you overcame challenges.
A: "A large-scale system upgrade faced budget constraints. I renegotiated contracts, re-prioritised deliverables, and communicated transparently with stakeholders. The project was delivered on time and under budget, demonstrating strong leadership and decision-making."
Mistakes to avoid in competency-based interviews
Even strong candidates sometimes struggle with competency-based interview questions because of avoidable mistakes. Here’s what to watch out for:
Use specific examples from real situations
“In my role as an administrator I redesigned the filing system after a major audit, which reduced retrieval time for documents.”
Give vague answers
“I always work well in a team.”
