Customer Service Advisor Interview Questions UK: 8 Real Questions and What Interviewers Want

If you are going for a Customer Service Advisor role in the UK, it helps to know what you will actually be asked. This list comes from the 24 questions in our Customer Service Advisor question bank, which we wrote for UK employers.

For each question below, we have also noted what the interviewer is really trying to find out. That second part is what most candidates miss.

Eight Customer Service Advisor interview questions, and what the interviewer is thinking

1. Why do you want to work as a customer service advisor, and what does the role involve?

Why they ask: They want to see that your motivation is genuine and you understand the job.

2. How do you write a good customer email or live chat reply?

Why they ask: Written communication is a big part of modern customer service.

3. What are a customer's rights if they change their mind about something they bought online?

Why they ask: Basic consumer law knowledge is expected in most advisor roles.

4. How would you manage several live chats at once while keeping quality high?

Why they ask: Chat roles require multitasking without losing accuracy or warmth.

5. How do you handle customer complaints and escalations, and what is the usual process?

Why they ask: They want to see if you can follow a process and know when to escalate.

6. What is a service level agreement, and how does it affect how you work?

Why they ask: Advisors often work to SLAs for response times.

7. Which customer service systems have you used, and how quickly can you learn new ones?

Why they ask: Advisors need to navigate CRMs, ticketing systems and chat tools.

8. What is the difference between a chargeback and a Section 75 claim, and why might a customer mention them?

Why they ask: Customers who are unhappy may threaten these, and advisors need to respond calmly.

A sample answer to question 1

Why do you want to work as a customer service advisor, and what does the role involve?

I enjoy helping people and I like the feeling of sending someone away happier than when they came to me. As a customer service advisor I would be the first point of contact for customers across phone, email, live chat and sometimes social media, answering questions, processing orders, returns and refunds, resolving problems and recording everything on the system. I would also pass on feedback that could improve products or processes. I know that it means dealing with frustrated customers, sticking to company policy and hitting targets for speed and quality, but I find that rewarding. I have good communication skills, I stay calm under pressure and I learn quickly. I also see customer service as a strong foundation for a career, whether in team leadership, account management or elsewhere in the business.

Getting the rest

You can read the full model answers, key points and common mistakes for all 24 questions on the Customer Service Advisor interview questions page. The first five are free, no sign-up needed.