Interview questions

Presentation
Presentation (5 mins)
“My views on why great customer service is important for achieving strong and effective regulation?”

Question

Customer Service
1 At IPSA we pride ourselves on delivering great customer service.
Please provide an example of when you have gone the extra mile to deliver high quality customer service.

Customer Service
2 We often have to help our MPs and their staff understand their responsibilities in regard to business and staffing costs.
Please provide an example of where you have had to communicate complex information to a customer or colleague - how did you ensure they
understood?

Values
3 At IPSA we have a set of values which all staff sign up to and which informs how we work.
Which of our values specifically do you feel aligns with your own values, and why?
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?
 Accountability and working under pressure
4 IPSA is undergoing a programme of change and improvement as well as a looming General Election so it is a busy environment with lots of
workstreams.
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?

Communication
5 As a regulator we often have to make unpopular decisions whilst ensuring we can still work effectively with MPs and their staff.
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.

Evidence/Analytical based decision making

6 As a regulator we must be able to show how we have arrived at our decisions in a robust way.
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?