QUESTION: 01 (Customer Service)

At IPSA we pride ourselves on delivering great customer service.

1. Please provide an example of when you have gone the extra mile to
deliver high quality customer service:

In a previous role, I encountered a challenging situation where a customer was

grappling with a complex issue. To deliver high-quality customer service, I proactively
took the initiative to stay connected with the customer and our internal teams.

To see the bigger picture, I delved into the intricacies of the problem, anticipating the
need to ensure a seamless resolution. Being open, I engaged in transparent
communication with the customer, listening empathetically to their concerns, and
providing assurance that we were committed to finding a solution.

Recognizing the importance of doing the right thing, I made independent decisions and
escalated the matter appropriately, ensuring a balanced and fair judgment. To make a
difference, I not only addressed the immediate issue but also took additional steps to
prevent similar problems in the future. This involved collaborating with different
departments, and going beyond the standard troubleshooting process.

Throughout this process, I maintained a friendly, helpful, and knowledgeable approach,

delivering exemplary service. The customer was not only satisfied with the resolution
but also expressed appreciation for the proactive steps taken.

This experience reinforced my belief in the values of staying connected, seeing the
bigger picture, being open, doing the right thing, and making a difference – values that I
understand are at the core of IPSA's commitment to delivering great customer service.
QUESTION: 02 (Customer Service)

We often have to help our MPs and their staff understand their
responsibilities in regard to business and staffing costs.

1. Please provide an example of where you have had to communicate

complex information to a customer or colleague - how did you ensure
they understood?

In a previous professional experience, I encountered a situation where effective

communication of complex information was crucial, similar to the challenge of helping
MPs and their staff understand responsibilities related to business and staffing costs.

In this scenario, I was tasked with explaining intricate details about a new financial
management system to a diverse audience within our organization. To ensure
understanding, I implemented the following strategies:

1. Assessment of Audience Understanding: I began by assessing the familiarity of

each individual with financial systems and processes. Understanding their baseline
knowledge allowed me to tailor my communication accordingly.

2. Customized Communication Approach: Recognizing the diversity of the audience,

I employed a tailored communication approach. I avoided unnecessary technical jargon
and explained complex concepts using language that resonated with their respective
roles and responsibilities.

3. Visual Aids and Demonstrations: To enhance comprehension, I utilized visual aids,

charts, and interactive demonstrations. This visual support helped to illustrate key
functionalities and processes, making the information more accessible.

4. Encouraging Questions and Feedback: Actively encouraging questions and

seeking feedback was a vital part of the communication process. This approach
fostered an open and transparent dialogue, ensuring that individuals felt comfortable
expressing any uncertainties or seeking clarification.
 5. Ongoing Support: Following the initial communication, I provided ongoing support
by making additional resources available, such as user guides and tutorials. I also
remained accessible for follow-up queries, demonstrating a commitment to ensuring
understanding over the long term.

This experience exemplifies my dedication to effective communication in conveying

complex information. It aligns seamlessly with the challenge of helping MPs and their
staff understand their responsibilities regarding business and staffing costs. The
strategies employed reflect the values of IPSA, particularly in staying connected, seeing
the bigger picture, being open, doing the right thing, and making a difference."
QUESTION: 03 (Values)

At IPSA we have a set of values which all staff sign up to and which
informs how we work.

1. Which of our values specifically do you feel aligns with your own
values, and why?

The value at IPSA that resonates most with me is 'Seeing the Bigger Picture.'
Throughout my career, I have always maintained foresight and strived to understand the
broader context of my work. Anticipating needs and looking beyond immediate tasks is
a practice I consistently employ to ensure the services I deliver are not only effective but
also contribute to the larger objectives of the organization. This value aligns perfectly
with my professional philosophy, emphasizing the importance of foresight and a holistic
approach to achieve long-term success.

2. One of these values is 'doing the right thing' - can you tell us about
a time you made a mistake and what you did to rectify it?

In a previous role, I encountered a situation where I made an error in a critical report

that could have affected a client's project. Recognizing the gravity of the mistake, I took
immediate action. I proactively informed the client about the error, providing a detailed
explanation of what went wrong and how we planned to rectify it. Simultaneously, I
collaborated with the team to implement additional quality control measures to prevent
similar occurrences.

This experience reinforced my commitment to 'Doing the Right Thing' even when faced
with challenges. It taught me the importance of transparency, accountability, and
continuous improvement. I firmly believe that acknowledging and rectifying mistakes
promptly not only preserves trust but also demonstrates a commitment to ethical and
responsible conduct in the workplace.
QUESTION: 04 (Accountability And Working Under Pressure)

Can you please tell us about a time where you have had to juggle
competing projects and tight deadlines; how did you respond to the
situation and what was the outcome?

I often found myself managing multiple projects simultaneously, especially during

periods of heightened activity. One particular instance comes to mind where I had to
navigate competing projects and tight deadlines.

During a crucial phase, we faced a situation where two projects with overlapping
timelines demanded immediate attention. Recognizing the importance of both projects, I
swiftly conducted a comprehensive assessment of the tasks involved, prioritizing them
based on urgency and impact. I initiated clear communication with the respective teams,
outlining the challenges and collaborating on a revised timeline that accommodated the
critical aspects of each project.

To ensure efficiency, I implemented strategic delegation, assigning specific

responsibilities to team members based on their strengths and expertise. Regular
check-ins and open communication channels were established to address any
unforeseen issues promptly. Despite the high-pressure environment, the outcome was
successful – both projects were completed within the revised timelines, meeting or
exceeding the expected outcomes.

This experience underscored the significance of effective communication, strategic

prioritization, and collaborative problem-solving under pressure. I believe these skills
align well with the dynamic and busy environment at IPSA, especially during periods of
change and a looming General Election. I am confident in my ability to navigate
competing workstreams, ensuring that deadlines are met and the quality of work is not
compromised."
QUESTION: 05 (Communication)

As a regulator we often have to make unpopular decisions whilst

ensuring we can still work effectively with MPs and their staff.

1. Describe a time when you've had to say no or deliver unwanted

news to someone whilst maintaining a strong, positive and productive
relationship with them. Tell us what the issue was, why you had to say
no, what alternatives you offered, how you communicated, the
person's reaction and the impact on your future relationship.

In my role as a regulator, effective communication has been crucial, especially when

delivering unwelcome news. A significant instance comes to mind when we had to
implement new guidelines that would impact the financial allowances for MPs. The
issue at hand was a necessary adjustment to ensure greater fiscal responsibility and
public trust.

Understanding the potential sensitivity of the matter, I approached the communication

with transparency and empathy. In explaining the reasons behind the decision, I
emphasized the broader organizational goals of fiscal responsibility and maintaining
public confidence in the political process. It was essential to convey that the decision
was not a reflection of any individual's actions but a collective effort to uphold the
highest standards.

To soften the impact, I proactively presented alternative solutions, such as providing

comprehensive workshops on budget management and offering personalized
assistance to navigate the changes seamlessly. This demonstrated our commitment to
supporting MPs during the transition and mitigating any potential challenges.

In terms of communication, I opted for a combination of written communication and

face-to-face meetings. The written communication ensured clarity and documentation,
while face-to-face interactions allowed for a more personal touch. During the
discussions, I actively listened to the concerns raised, showing genuine understanding
and a willingness to address any issues.
The initial reaction to the news was understandably mixed, with some expressing
disappointment and concern. However, by maintaining an open line of communication
and providing tangible support, we managed to navigate through the challenges
together. Over time, the impacted individuals recognized the necessity of the changes
and appreciated the support provided during the transition.

Importantly, the impact on our future relationship was positive. The transparency and
responsiveness during this challenging period fostered a sense of trust. Subsequent
interactions were characterized by a collaborative spirit, as MPs and their staff
recognized our commitment to effective communication, fairness, and the shared goal
of maintaining the integrity of the regulatory process. This experience reinforced the
importance of clear and empathetic communication in building and sustaining positive
relationships, even when delivering challenging news.
QUESTION: 06 (Evidence/Analytical based decision making)

As a regulator we must be able to show how we have arrived at our

decisions in a robust way.

1. Can you please tell us about a time where you’ve had to use
evidence (for example financial data or policy/legislation) to explain
advice or support a decision you made?

I encountered a situation where evidence-based decision-making played a pivotal role

in guiding our regulatory actions. A key responsibility was to assess compliance within
the financial sector, and a particular institution came under scrutiny.

To support our decision-making process, I delved into extensive financial data, closely
examining the institution's performance metrics, risk exposure, and adherence to
regulatory frameworks. This thorough analysis helped us identify patterns and potential
areas of concern.

Simultaneously, I meticulously reviewed pertinent policy and legislation, ensuring a

comprehensive understanding of the regulatory landscape. This step was crucial in
aligning our decisions with the overarching goals of maintaining market integrity and
safeguarding stakeholders' interests.

When presenting our findings and recommendations, I focused on translating complex

financial and regulatory information into a clear narrative. This not only facilitated a
more profound understanding among stakeholders but also emphasized the robustness
of our evidence-based approach.

Through this experience, I learned the importance of marrying analytical rigor with
effective communication. The ability to articulate how our decisions were grounded in
concrete evidence and aligned with regulatory frameworks was instrumental in fostering
trust among stakeholders and showcasing our commitment to transparent and
accountable decision-making.
This episode reinforced my belief in the power of evidence-driven decision-making,
affirming its role as a cornerstone in regulatory processes. It highlighted the need for a
holistic understanding of financial data, policies, and legislation to make informed
decisions that withstand scrutiny and contribute to the overall integrity of the regulatory
framework.
QUESTION: 07

What are your views on why great customer service is important for
achieving strong and effective regulation?

Great customer service is crucial for achieving strong and effective regulation within
IPSAs (Independent Parliamentary Standards Authorities) for several reasons. Firstly, it
fosters trust and transparency between the IPSA and the public. When constituents feel
heard and supported through excellent customer service, they are more likely to engage
with the regulatory process, providing valuable feedback and information. This open
communication builds a foundation for a regulatory system that is responsive to the
needs and concerns of the people it serves.

Secondly, outstanding customer service enhances compliance. When individuals

experience a positive and efficient interaction with IPSAs, they are more likely to
willingly adhere to regulatory requirements. Clear communication, assistance, and a
customer-centric approach make it easier for individuals to understand and meet their
obligations, reducing the likelihood of unintentional non-compliance.

Moreover, exceptional customer service contributes to the credibility and reputation of

IPSAs. A well-regarded regulatory body is more likely to garner respect and cooperation
from the regulated entities and the general public. This positive reputation can influence
stakeholders to voluntarily adhere to regulations, creating a more cooperative and
harmonious regulatory environment.

In summary, great customer service is a cornerstone for achieving strong and effective
regulation within IPSAs. It builds trust, encourages compliance, and enhances the
overall reputation of the regulatory body, creating a conducive environment for the
successful implementation of regulations and the attainment of regulatory objectives.
QUESTION: 07 ( 5 Minute Presentation)

What are your views on why great customer service is important for
achieving strong and effective regulation?

Good [morning/afternoon/evening], members of the interview panel. Thank you for

having me here today. My name is [Your Name], and I am excited about the opportunity
to contribute to the important work of the Independent Parliamentary Standards
Authority as an MP Services Account Manager. Today, I'd like to share my views on why
great customer service is crucial for achieving strong and effective regulation, aligning
with the five key values that shape our culture at IPSA.

1. Staying Connected:

At IPSA, we are connected to each other and our customers by a common purpose.
This connection extends beyond internal collaboration; it is the very foundation of our
external relationships. Strong customer service ensures that we stay connected with
Members of Parliament, understanding their needs, concerns, and expectations. By
maintaining open lines of communication, we can better regulate and tailor our services
to meet the unique requirements of each MP.

2. Seeing the Bigger Picture:

Our value of foresight encourages us to see the bigger picture. In the context of
customer service, this means anticipating the evolving needs of MPs to ensure the
services we provide are seamless. By being proactive and understanding the broader
landscape, we can preemptively address potential issues, streamline processes, and
contribute to a more efficient and effective regulatory framework.

3. Being Open:

Listening to understand and acting with tact and empathy is at the core of being open.
When it comes to regulation, being open involves actively seeking feedback from MPs
and stakeholders. Robust customer service channels allow us to gather insights, identify
pain points, and address concerns promptly. It is through this openness that we build
trust and credibility, essential elements for effective regulation.
4. Doing the Right Thing:

Our commitment to making independent decisions based on balanced and fair

judgments aligns seamlessly with the principles of effective regulation. Great customer
service ensures that MPs receive accurate information, timely assistance, and fair
treatment. When we prioritize doing the right thing, we contribute to a regulatory
environment built on integrity, accountability, and transparency.

5. Making a Difference:

At IPSA, we strive to make a difference through knowledge, friendliness, and

helpfulness. In the realm of regulation, making a difference means delivering exemplary
service that goes beyond expectations. A positive and supportive customer experience
not only enhances our reputation but also fosters a collaborative relationship with MPs,
making them more likely to adhere to regulatory standards willingly.

In conclusion, great customer service is not just a function but a strategic imperative for
IPSA. By embodying our values of staying connected, seeing the bigger picture, being
open, doing the right thing, and making a difference, we can create a regulatory
framework that is not only strong and effective but also built on trust, collaboration, and
mutual respect. I am eager to bring these values to the role of MP Services Account
Manager, contributing to the success of IPSA in its crucial mission. Thank you for your
time, and I welcome any questions you may have.**