Tell me about a time when you had a disagreement with a co-worker. What did you do and what was the outcome?

"I do not often have disagreements with my co-workers because I feel my interpersonal skills and emotional intelligence is very high. However, there have been a few times in my career where I did not see eye-to-eye with a co-worker. The disagreement was not personal, but rather it was based on a disagreement about how we should approach a project. I listened to my co-worker and then I shared my concerns. I was able to come to a solution with the co-worker and because of this our relationship actually became stronger and we were better able to communicate with each other."

Everyone has disagreements at work. Do not tell the interviewer that you have never had a disagreement. Rather, talk about the positive outcomes associated with the disagreement and your ability to solve conflict.

Tell us about a time when you had to work with a diverse group of people that did not all have the same view on work projects.

"I have worked with diverse groups of people most of my career, including my time in University. I am most comfortable, and happy, in this type of environment because it offers a great learning opportunity. In addition, the most successful companies have a diverse workforce. It helps us to align to a broad customers base and prevents us from suffering from group-think."

Assure the interviewer that you can handle an environment that offers diversity. You should talk about the advantages of diversity of thought that comes along with a diverse workplace.

"I would say that pretty much every company I have worked for has valued diversity. Working with people from all walks of life help shed different perspectives and identify potential problems faster."

At Capita, we deliver innovative solutions and simplify the connections between business and customers and government and customers. Tell us about a time where you made an innovative change to a process that helped a client or a customer.

"In my last position I studied the process that customers take when submitting online order. I spoke with some of our most valued customers and found that they struggled with adding certain products to our cart on the sales website. After studying the process, I realized there were steps in the process that did not add business value and were confusing for our customers. I designed a new process and presented it to my bosses. I also presented the changes to some of our customers to receive their feedback. Once all the stakeholders were on board with the changes the company implanted the new process. As a result, we saw a 3% increase in sales. I believe at Capita plc, I would be successful at helping clients through innovation because I know the company values a partnership approach with the clients."

When answering this question, the company is trying to determine if your motives, skill sets, and experience are a match with the company. When answering this question you should give a detailed answer to the specific question. In addition, you should tie in other company goals that resonate with you. This will show the employer that you have done your research and that the company is a culture fit for you.

Tell us about a time when you had to change a major component of your project due to new information being discovered. What did you do?

"I had a large project last month that was nearly complete when the client called to say that the dimensions provided were incorrect. Because of this, our team had to re-do the entire proposal. It took us an additional four days of work but, in the end, the client was delighted with our work, and it resulted in new opportunities with them. I realize that clients often have last minute changes, so I have learned how to build in buffer time on projects to deal with this if it happens"

Being able to swivel the focus of your project is a necessary skill for your success in most careers. Talk to the interviewer about a time when a significant change occurred on a project. Tell the interviewer you handle the implementation of the new information. Also talk about what you learned from this experience and how you learned from it.

"Last year we saw new federal regulations come through which affected 80% of our ongoing projects. We had to adjust our plans quickly; however, we were able to deliver a timely product that met federal regulations."

Give me an example of a time when you had to be extra diligent in order to meet a deadline.

"Last month I had a client who made a lot of additional and last minute changes to our project. Despite the changes, our deadline remained the same. Our project lead was becoming increasingly stressed that we would not meet our deadline so I agreed to stay late three nights that week to ensure that all expectations were met. After experiencing this last-minute change, we made process changes to ensure we have buffer time for any last-minute client changes."

The interviewer is likely looking for two things here: will you put in extra work in order to meet a deadline, and how do you prioritize multiple projects at once. Mention your ability to management multiple projects and your willingness to do what it takes to get the job done.

"I am always diligent when it comes to deadlines. However, once I remember having an abnormally large order from a regular client once. I was a little stressed about making sure it was perfect, but I was confident, and we met our deadline with no issue."

At Capita plc we work with both the public and private sector. Please tell us about your experience with both sectors. What are the primary differences between the sectors and how do you change your work style based on the client you are working with?

"I have worked with both private and public entities. I am aware of some of the most common differences. For instance, when I worked with government clients in the past, it would take longer for decisions to be made. I had to provide more detailed reports and submit information in a very particular manner. I review each clients' needs and their business processes so that I can provide customized service to the client."

When working for a company with both private and public sector clients, you need to understand some of the basic differences. With this question, the company is trying to determine if you have an understanding of the difference between public and private clients. They are also looking to determine if you take the time to get to know a customer's needs before diving into a project.

What characteristics or events have contributed towards your success as a leader?

"There is a multitude of factors that have helped me to become a strong leader. First and foremost; I had an outstanding mentor from a young age. Secondly, I have studied leadership at great length. Finally, I have learned from trial and errors in the early days of my management career. I sought 360 degree feedback on my leadership abilities and style and when I received the feedback I implemented it. My personality has also contributed to my success as I am a natural coach, teacher, and leader."

This is your time to tell the interviewers why you think you are a successful leader. This is not the time to be humble, but rather it is your time to shine. Talk to the interviewer about the variety of things that you believe have led you to your success.

"Here are some other factors that make a successful leader:- Having a good example, and replicating that example - Working on continual development, both professionally and personally - Being diligent when it comes to fully understanding your business - The ability to make solid decisions, in a timely manner - The ability to delegate when you know you aren't the best person for the task - Maintaining a positive attitude even when times are tough - Admitting when you are wrong, and holding yourself accountable - Keeping your team in the loop on current and upcoming changes"

At Capita plc we are purpose-driven. What specific Capita plc purpose attracted you to apply to us?

"It is hard for me to pick just one of the purposes that embodies the Capita plc brand. I believe in creating better outcomes for all stakeholders, operating a responsible business for our communities and customers, and providing cutting-edge technology. If I have to pick just one, it would be providing cutting-edge technology. When we can make our customer's lives easier and more rewarding through the use of technology, that is very rewarding to me, and the primary reason I applied for this role"

The company is asking this question to find out two things: 1. Did you review the website and the mission/vision and purpose? 2. Are you a good match for the purpose-driven culture that is core to the Capita plc brand?

If you were hired today, what would you accomplish first?

"When we were speaking earlier, about sales targets in this position, you mentioned that most new sales professionals hit their KPI's after 120 days. If hired today, my goal would be to exceed my KPI's after the first 90 days. I plan to make a positive impact very quickly. In addition, I would look at processes that were not working for my business partners and or my clients. I would spend time in the first 90 days making improvements to the process."

When you start a new position, it is essential to set a goal on how you will make a positive impact quickly after being hired. Tell the interviewer what your impact goal is, should you be the successful candidate. You should spend some time explaining that you do research on the immediate changes that need to made.

"If hired today, I would start with analyzing all quantifiable data from the last month, quarter, and year to identify any bottlenecks or shortfalls and set a plan to correct them."

Why is this job with Capita plc right for you, at this time in your career?

"I have been passively seeking a new position for quite some time and haven't jumped on anything yet because I want to make sure it's the right fit. I feel that this job is right for me, at this point in my career, because it offers an opportunity for me to utilize my recent education in IT while giving me an opportunity to advance in my management skills. In addition, I do not just look for the right job, but I also look for the right culture fit. I have done my research on the company and I feel your culture is the right fit for me"

Discuss with the interviewer why you are looking to make a change, and how this particular role fits well with the changes that you are seeking. Be sure to give a more in-depth answer than the typical 'I am looking for growth' answer that so many interviewers hear. Be thoughtful and draw upon the research you have done on the company. Don't just talk about why the job is right for you, but also talk about why the company culture is right for you.

"For example: "This job is right for me at this time in my career because I am prepared and ready to take on a management position. I feel that your company would nurture my desire for growth and prepare me with the appropriate training."

What type of manager brings out the best in you?

"I have worked with a wide range of personalities and management styles with great success. If I could express a preference, I feel that I am best in an independent and autonomous environment. Can you describe the management style here?"

The interviewer wants to see that you are self-aware and understand the type of manager or employer that brings out the best in you. Some individuals prefer a close working relationship with a lot of accountability while others prefer space and autonomy. If you are unsure of the management style of the interviewing company, try to leave your answer as open as possible. You can certainly ask the interviewer to describe their management style.

"Here are some management styles: - Directive Autocrat - Permissive Autocrat - Consultative Style - Persuasive Style - Inclusive - Democratic Style - MBWA (Management By Walking Around) - Laissez-faire - Mentorship Style"

How would your most recent manager describe you?

"In my recent performance reviews and discussions, my manager describes me as a hard worker, motivated and consistent employee. I always strive to exceed expectations when I can. My current manager is happy to speak on my behalf as a positive reference as well."

When you answer this question, draw from your last performance review and a piece of feedback you have received from your most recent boss or coworkers. You do not want to guess what your manager thinks of you. Solidify your answer by referring to the strong employment references you are able to provide.

"My last manager and I had a close relationship. She appreciated all of my efforts when it came to working overtime and taking my work home when required. I believe she would describe me as unique, reliable and energetic."

When you suffer a setback, how does that emotionally affect you and your work?

"Experiencing a setback is always disappointing, and can be a bit disheartening, but I understand that it happens from time to time. If I experience a major setback, I will take a few moments to debrief with my manager and discuss what I could have done differently. After I have discovered the reason for the setback, I put a plan in place to ensure it does not happen again. Then, I move on!"

Everyone handles the stress and disappointment of setbacks differently. Discuss with the interviewer how you typically cope with delays in the workplace.

"Setbacks happen for a reason, and they do not affect me emotionally in the least. I am a very pragmatic thinker and stay focused despite the challenges that come my way."

Do you always double check or proofread your work?

"Spelling and grammatical errors are a pet peeve of mine. Most of the time I am confident in my work, and for internal emails I may not spend unnecessary time proof reading everything. I feel that it is essential to submit error-free work to the client or on any documents that will be used externally. If it is a very important project or document, I might even ask another person to review my work. I understand the image of the company is important and we do not want mistakes in grammar and spelling to reflect poorly on us as an organization"

Double checking and proofreading are critical parts of a job well done. Assure the interviewer that you are diligent when it comes to submitting good, clean, work. Ensure that you relay that you do not spend more time than necessary double and triple checking your work, but you do take the extra time on special projects where quality is important.

"Yes, absolutely I do! Accuracy is incredibly important in the IT industry and I would never compromise quality in order to save time."

Have you ever broken a confidentiality agreement?

"I never have, to my knowledge, broken a confidentiality agreement. Despite my reasons for leaving a position, I would never choose to hurt a previous employer in any way."

Companies will have confidentiality agreements for a variety of reasons. These could be to protect their trade secrets or to ensure that you do not bring clients over on the occasion that you leave their company. Talk to the interviewer about your thoughts on confidentiality agreements.

"I understand the importance of confidentiality agreements and would never breach a sensitive agreement like that."

Describe to me your ideal employer.

"My ideal employer is one that allows me to bring my charisma and passion to work. I work best with organizations who have a penchant for learning and promote their employees based on performance. In addition, I value working for a company that allows their employees to make suggestions on how to improve business."

A job search isn't just a one-sided hunt. You must also feel as though this is a good fit for yourself. Tell the interviewer what your ideal employer looks like. Be specific and be sure to keep the conversation positive. Talk about your motivation to improve organizations and the performance of your team. Avoid speaking poorly of any previous managers or organizations.

"Here are some other ways you could describe a great employer. A great employer will: - Pause to have fun now and then but also know when to be serious - Treat everyone fairly, and equally - Offer rewards for great work - Offer a continually challenging environment - Offer flexibility and understands that personal situations come up from time to time - Encourage a collaborative workplace"

At Capita plc we seek to hire those with a passion for the IT industry. How do you stay up to date on industry changes and current events?

"This industry is ever-changing, and I have a true and keen interest in keeping up-to-date on those changes. I regularly read a couple of great online publications including PC Mag and Wired. Do you have any recommendations for great resources?"

Being up to date on industry terms, trends, and news is critical in a fast-moving industry such as IT and IT services. The interviewer would like to know that you have a genuine interest in their industry. Speak briefly about the ways you stay up to date on the industry changes and current events by referring to specific sources. You can also ask the interviewer about their favorite resources.

"My current employer sends a daily email with the company and industry updates. This update is beneficial and, I am sure to read it thoroughly every day. I also have Google alerts set up so that I am up to date on new trends and happenings in the industry."

What are your salary expectations?

"Currently, I earn a base salary of $45,000 per year plus a potential 20% annual bonus. Last year my earnings were $52,000, and I would like to stay in the same range or slightly higher."

The best way to discuss your salary expectations is to use your current earnings as an example. Be open, and honest. Transparency is the best choice when salary based questions arise.

"I am currently making $100,000 per year with two bonus opportunities. I am looking for compensation that is aligned with the role and provides an opportunity for growth."

Capita plc seeks to hire those with above average communication skills. Describe your communication style to me.

"I have been a client of Capita plc in the past and can truly say that positive communication with your clients is what makes you the most popular choice in the area. I am confident that my communication skills will work well here because my focus always remains on simple solutions, easy to understand language, and a friendly tone."

The interviewer wants to know that your communication style will fit in with the culture they have worked on creating at Capita plc. When clients seek the help of Capita plc, they do so with certain expectations. Convince the interviewer that your communication style will meet those expectations. It's best to give a few unique keywords when discussing your communication style. Also be sure to compliment Capita plc on their communication efforts.

"Here are some additional words to describe your communication style: - Energetic - Lively - Articulate - Eloquent - Informal - Formal - Succinct"

"For example: "I have many different communication styles that I employ based on the specific situation and the information that I am trying to convey. It is important to craft your communication based on the person you are communicating with and the message you want to get across. For instance, my communication style is direct when the specifics of the message are important and when there is little ambiguity in the reason for the communication. However, when I am communicating with a client, I take on a active listening role and I use follow up questions to ensure I have understood what the customer is trying to relay to me. I believe my communication skills are very strong and one of my strengths is being able to adapt my communication to the situation."

What part of this career brings you the most stress?

"The part of my career that brings me the most stress is when the schedule is running behind. It is important to me to meet expectations of my superiors and my clients. I like to be on time with my schedule to ensure that my clients are assisted properly. Luckily, I have become quite good with time management, so I do not often experience stress at work."

Stress can often be a regular part of the day to day work experience. Talk to the interviewer about which areas of your career are the most stressful. Ensure that your answer does not include a factor that would make you appear unfit for the position. (IE: a bus driver should not find driving to be the most stressful part of the job).

"I probably bring myself the most stress because of my drive and desire to be/do the best I can be. I manage this by focusing my energy on productive activities that are good for my career."

Would you be willing to work over 40 hours a week?

"I am available for full-time work which is preferably 8-5 Monday to Friday. I am happy to be a team player and work some overtime, as required. Will these hours meet your expectations?"

Before answering scheduling questions, it's important to be clear on the interviewer's expectations. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to ask! Consider asking, 'What are the scheduling expectations for this position.' If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations. If it turns out their schedule expectations won't work for you, think about what you CAN offer and see if you can meet in the middle. It's much better to discuss these things in an interview than for you to commit to a schedule that won't work for you. Keep in mind that, in most states, an employer cannot demand that an employee work more than 44 hours per week.

"If overtime is required in this role, I am happy to accommodate whenever I can. My only restriction is that I cannot work Wednesday nights as I have an evening course those days."

Tell me something about yourself that I wouldn't know from reading your resume.

"I am an avid marathon runner and have traveled to 10 countries in the last eight years to compete in a variety of races. I am a competitive individual and enjoy keeping fit."

The interviewer would like to get to know you apart from what is on your resume. You are indeed not obligated to discuss personal matters such as your kids, or relationship status, for instance. Stick with a couple of fun facts to show the interviewer that you are a real person, too. Your answer should be unique so that you are a memorable candidate! Focus on unique non-work related skills or hobbies. For example, you might share that you enjoy beat-boxing or making origami swans. Be prepared for the interviewer to stop you and ask you to perform your skill on the spot when it's possible! (This will make you unforgettable!)

"I am bilingual in Spanish and have some proficiency in French and Italian, too. I also am a huge Harry Potter fan and could pretty much quote each book to you."

At Capita plc we believe in continued education of our employees. If you could take a course or workshop on any topic, what would you choose?

"I think it is great that Capita plc emphasizes continued education. Your focus on continued education is one of the things that attracts me to this role. This offering is one of the qualities I was looking for, in my next opportunity. If I could take a course or workshop on any topic I would choose to focus on IT Management. My goal is to grow into a management level position, and that would be a great stepping stone to get there."

Working for a company which emphasizes the importance of continued education can be an enriching opportunity. You should mention that you value this benefit and it one of the reasons that you are attracted to the position. Be prepared to talk to the interviewer about your interest in growing your knowledge base. You may want to push your existing knowledge into the expert range, or perhaps there is a current hot topic on which you would like to learn. Whatever your answer may be, ensure that you express to the interviewer your appreciation for continued education opportunities.

"That is very exciting news to hear. I value continued education as well. If I could continue my education in any area, I would do a deeper dive into IT Security and IT Security Management."

At Capita plc we deal with sensitive and confidential client information. Are you willing to complete a full background check?

"I am happy to comply with any background check required. I do not have anything on my background check that would disqualify me from holding a role where I have to deal with confidential information."

Most companies in the IT and IT Services industry need to be very cautious about who they hire. There is a chance that much of the information you are going to access could be confidential and harmful if put into the wrong hands. Assure the interviewer that you are most willing to comply with any form of background check they require.

"Yes, I can certainly complete a full background check. I should disclose to you ahead of time that I have a mark on my record from about eight years ago, for a DUI. I am still able to travel, and no longer have restrictions on my drivers' license."

Walk me through your post-secondary education and how it will help you in your career with Capita plc.

"I completed my Bachelor of Applied Technology from Carnegie Mellon University. During that time I specialized in Data Management and Analysis. I graduated with a 3.67 GPA, one of the top in my class. One of the biggest take-away's from my post-secondary experience was learning how to manage my time while working on multiple projects successfully. I perfected my multi-tasking skills and look forward to bringing those to work for Capita plc. I worked on projects that helped me gain real-world experience that I will be able to apply in my new role. Specifically, I worked on the following projects: (Name at least one project) "

The interviewer will likely have an idea of your education background from your resume. What they are asking is for you to take a few minutes to bring the experience to life for them! You can talk about your major, or any special academic recognition you may have received. Discuss the strengths gained during your post-secondary training and how those skills will be used in your new position with Capita plc.

"Although I do not have formal post-secondary education, I have taken some courses in customer support, upselling, and a variety of software programs. I look forward to gaining even more knowledge in this role with Capita plc."

Our industry is a competitive one. Why do you specifically want to work for Capita plc?

"I understand that Capita plc has some strong competitors but when I was researching new employment opportunities, your company always seemed to have the most positive message. Moreover, I am personally motiv I also know a couple of people who have worked with Capita plc and they had only great things to say about your compensation, culture, and growth opportunities."

The interviewer wants to know that you have a keen interest in working for Capita plc. You should enter the interview prepared to discuss why they stand out as the top employment option, among their competitors. Talk about what you feel Capita plc is doing right and how their values and opportunities align with your career goals and employment needs. This is not the time to mention that they have the highest pay, or they allow remote work. This is the time for you to align your personal mission and vision with the vision and mission of the organization.

What decisions did you routinely make in your last position?

"In my previous position I was quite often required to make decisions on staff scheduling as well as hiring and terminating. I feel that role prepared me quite well for a position like this one. I have well-honed decision-making skills and my intuition, when it comes to hiring, has been elevated."

The interviewer would like to know more about the types of decisions you are accustomed to making in the workplace. The way you answer this questions will give them a good idea of your level of experience, seniority, and ability to handle the decision-making requirements in this possible position. If the job you are interviewing for requires you to be decisive and quick on your feet, you will need to be able to provide examples of how you have done these things in the past. If you worked in tech support, you faced problems that you needed to find solutions for on a regular basis. If you worked as a sales rep, you might have required to know how to negotiate and make decisions on prices and benefits you can give your customers. You may have faced decisions that became so routine you didn't think twice! Refer to these types of decisions and be sure to highlight how these types of decisions have prepared you for a role like this one.

"I was responsible for planning the content calendar: emails, blog post topics, and timing, social media posts, in addition to actually executing the plans. That means everything from creating web copy, to choosing images, and the like. Also, I collaborate with management to decide what promotions and sales we will be running, and when."

Have you progressed in your career as you have expected?

"Overall, my career has progressed a touch slower than I would have liked. I have held a couple of positions that didn't offer the growth and learning that I was expecting; however, I have bounced back nicely. I feel that this particular position would take my career exactly where it should be."

Career progression can be a touchy subject, especially if you feel that your career hasn't progressed as well as you would have liked. Talk to the interviewer about your career progression and what you would like to see in the future. You can also talk about how you can progress at this company rather than having to leave to find promotion opportunities.

"For example: "I have been very intentional with my career moves and progression and am happy with the path that my career has taken me."

"For example: "I am very happy with my career progression. This is one of the reasons I want to work for Capita. I have read your reviews from employees and I checked out your career progression stats. I am looking for a company where I do not have to leave to progress, and I think this is the company that will allow me to do that"."

How do you evaluate success among your team members?

"I have a very in-depth and successful system for evaluating success among my team members. I do my best to ensure my evaluation methods are quantifiable. I check in twice per week with each member of my team normally and more often if one of my team members seems to be struggling. We meet on Mondays - to set our goals together. Then, on Fridays, to discuss any successes and challenges. I have them self-evaluate, and then we create a plan for success for the upcoming week. I evaluate their success based on their follow through and willingness to work hard to reach their goals."

When you are leading a team, it is imperative to be aware of the level of success that each team member is experiencing. One underperforming team player can drag down the entire group. Talk to the interviewer about how you can stay aware of each team members' success.

"I typically have KPI (key performance indicators) in place to measure the success of each of the members of the team. I also manage our overall success in working together. For example, are we hitting on key initiatives within the department, developing each other for succession planning and having fun along the way!"

How do you make tough decisions knowing they will affect your entire team?

"Leaders are truly set apart by their ability to make tough decisions respectfully and diplomatically. Last year we had to lay off 25% of our sales team. I knew that there would be feelings hurt and it was challenging to do. I got through it by reminding myself that I am the leader for a reason. I needed to trust my judgment but still be able to justify my decisions in the end. Many times when tough choices are in front of me, I will back up my gut feeling with data analysis. If the data supports my intuition, I know what the answer or decision needs to be."

It can be difficult to make challenging decisions when you know that your entire team will be affected. Your ability to be decisive and diplomatic will make all the difference! If you take a more team-oriented approach, share how you collaborate with the group by inviting everyone to discuss their opinions and come to a census. If you prefer to take charge of these situations, share how you step up to a decision while still taking everyone's needs and feelings into consideration.

"I believe that when you are working with a team, it is important to bring any questions or situations to the team before making a decision. Everyone should have input; however, the leader needs to be able to pull the trigger on all decisions in the end."

"I have faced this challenge several times in my career. I think it is common for a manager to struggle with being decisive and democratic at the same time. I have learned that there is a time and place for me to make a decision that I know is best for the organization even if it may not be the most popular decision. However, I also understand that employee engagement is a huge driver of productivity and I try to involve my team in decisions as often as I can."

What are your thoughts on web-based, click to chat support solutions?

"Clients have given me mixed reviews on this type of service. I know that some clients really like web-based, click to chat support solutions, and there are others that do not prefer this type of service. In my opinion, any service that allows a client quick access to answers is a positive thing. Have you noticed a shift in your client relationships since implementing this type of solution?"

Whenever you are asked your opinion on an industry-related topic, you should try to be honest but positive at the same time. Whether you like web-based, click to chat support solutions or not, you should be focusing your answer on why you think they may be helpful. If Capita plc offers a service like this you should also ask them an insightful question about that service.

"Personally, I like the idea of click to chat support solutions so long as they don't become 'spammy.' The placement of the pop-up box should be convenient, and they should be personalized, so they do not appear to be a templated after-thought to the end-user."

We put a great deal of pride in our customer service at Capita plc. How will you contribute to our high customer service standards?

"Your customers have a strong voice, and I noticed a consistent theme in your online reviews and presence. The theme was that you offer friendly, fast, and easy to understand service. I plan to contribute to this by learning my role quickly and continuing to be an approachable and helpful point of contact for the customers who need us."

Before your interview, it's a great idea to spend time researching Capita plc reviews, their online presence, and their website. Take note of recurring keywords when it comes to their customer service standards. Identify some of the common customers statements. Speak confidently about how you plan to uphold their strong customer service standards if hired.

"For example: "Customer service is very important to me. Customer service means different things to different people. First, I would review any customer service metrics the company employs. I would familiarize myself with these metrics and ensure I was meeting the company's expectation for customer service. However, I would also take this a step further. I would talk with my clients about what customer service means to them and I would strive to ensure I always met their expectations."

At Capita plc we have detailed procedures in place for client technical support. What would you do if those procedures did not appear to be working?

"It is important to always have procedures in place, but I understand that sometimes those procedures do not encompass all client needs. If I came across a situation like this, I would rely on my knowledge and experience to troubleshoot and find a solution. If I did not have the answer, I would then ask for help from my supervisor or a colleague. It is important to stay calm in situations like these, so the client remains confident in our capabilities. I would never tell a client that I didn't have an answer. 'I will find out' is always the best answer."

The interviewer would like to understand how you handle high-pressure situations and unexpected difficulties in the workplace. Discuss the steps you would take if this situation happened to you.

"I do not mind going slightly off script if needed. There are sometimes extenuating circumstances where the process does not necessarily work. I will gain permission from my employer if it's a bigger concern than usual since I still want to follow the procedure as much as possible."

"The interviewer would like to understand how you identify problems and solutions. It is important to highlight that you will identify the problems for all the stakeholders. Try to give an example of a project where you identified a problem in the process and presented a new solution. If you do not have a specific example you can give a more general answer.For example: "I have had many experiences where I had to identify steps in a process that were less than ideal or were not working for either the client or the business. I would begin by determining what specifically wasn't working and who it was not working for. I would develop a list of problems for the client and a list of problems for the company. From there I would use my process development skills to close the gaps and provide a new procedure that would work for all of the stakeholders."

Tell me about your experience in the field of IT services.

"I bring all of the experience that you are looking for in filling this position. In addition to being an expert user in SAP, I also bring five years' experience in desk side support and as a bilingual IT support agent. I realize my resume may not have captured every skill you desire for this role. Do you feel there are any gaps in my experience that I may be able to further explain to you?"

It is critical that you study the job description before your interview. When the interviewer asks this question be sure to highlight the related experience that you bring. Ask the interviewer if they have any questions about your experience after reviewing your resume. This will allow you to target your answer to fill in any gaps they may have about your experience.

"I have eight years of industry experience with Company ABC and XYZ. Both experiences taught me a great deal about IT, and I am excited to continue my career in this industry with your organization."

We are asking for 8 years of industry experience and you have just 5. Why do you think you are qualified for this position?

"Although I have five years' experience vs. eight years' experience I can do this job well. In my previous role, I was outperforming colleagues who had 12 years of experience. To me, it's all about drive and ability to be a quick study. I have all of these qualities and more. In addition, my resume does not capture the senior-level projects I worked on during my internships in college and while in junior-level positions. I constantly strive to do more than my position requires so I can be ready for the next upward movement in my career."

To many employers, the number of years' experience is flexible - so long as you have the results to show for the years that you do have. Talk to the interviewer about your major career successes. This question presents an opportunity to sell yourself. Talk about ways that you gained the appropriate experience in other ways like junior roles where you worked on more senior projects, or project work you did in college. Make no apologies for your lack of years!

"Along with my five years working in the IT industry, I have worked in related industries my entire career, such as telecommunications and securities. Also, I hope that my graduate degree gives me a little boost in experience over the required undergraduate degree."

Capita Interview Questions

Go Back

1. Tell me about a time when you had a disagreement with a co-worker. What did you do and what was the outcome?
2. Tell us about a time when you had to work with a diverse group of people that did not all have the same view on work projects.
3. At Capita, we deliver innovative solutions and simplify the connections between business and customers and government and customers. Tell us about a time where you made an innovative change to a process that helped a client or a customer.
4. Tell us about a time when you had to change a major component of your project due to new information being discovered. What did you do?
5. Give me an example of a time when you had to be extra diligent in order to meet a deadline.
6. At Capita plc we work with both the public and private sector. Please tell us about your experience with both sectors. What are the primary differences between the sectors and how do you change your work style based on the client you are working with?
7. What characteristics or events have contributed towards your success as a leader?
8. At Capita plc we are purpose-driven. What specific Capita plc purpose attracted you to apply to us?
9. If you were hired today, what would you accomplish first?
10. Why is this job with Capita plc right for you, at this time in your career?
11. What type of manager brings out the best in you?
12. How would your most recent manager describe you?
13. When you suffer a setback, how does that emotionally affect you and your work?
14. Do you always double check or proofread your work?
15. Have you ever broken a confidentiality agreement?
16. Describe to me your ideal employer.
17. At Capita plc we seek to hire those with a passion for the IT industry. How do you stay up to date on industry changes and current events?
18. What are your salary expectations?
19. Capita plc seeks to hire those with above average communication skills. Describe your communication style to me.
20. What part of this career brings you the most stress?
21. Would you be willing to work over 40 hours a week?
22. Tell me something about yourself that I wouldn't know from reading your resume.
23. At Capita plc we believe in continued education of our employees. If you could take a course or workshop on any topic, what would you choose?
24. At Capita plc we deal with sensitive and confidential client information. Are you willing to complete a full background check?
25. Walk me through your post-secondary education and how it will help you in your career with Capita plc.
26. Our industry is a competitive one. Why do you specifically want to work for Capita plc?
27. What decisions did you routinely make in your last position?
28. Have you progressed in your career as you have expected?
29. How do you evaluate success among your team members?
30. How do you make tough decisions knowing they will affect your entire team?
31. What are your thoughts on web-based, click to chat support solutions?
32. We put a great deal of pride in our customer service at Capita plc. How will you contribute to our high customer service standards?
33. At Capita plc we have detailed procedures in place for client technical support. What would you do if those procedures did not appear to be working?
34. Tell me about your experience in the field of IT services.
35. We are asking for 8 years of industry experience and you have just 5. Why do you think you are qualified for this position?

Capita Interview Questions

1. Tell me about a time when you had a disagreement with a co-worker. What did you do and what was the outcome?

2. Tell us about a time when you had to work with a diverse group of people that did not all have the same view on work projects.

3. At Capita, we deliver innovative solutions and simplify the connections between business and customers and government and customers. Tell us about a time where you made an innovative change to a process that helped a client or a customer.

4. Tell us about a time when you had to change a major component of your project due to new information being discovered. What did you do?

5. Give me an example of a time when you had to be extra diligent in order to meet a deadline.

6. At Capita plc we work with both the public and private sector. Please tell us about your experience with both sectors. What are the primary differences between the sectors and how do you change your work style based on the client you are working with?

7. What characteristics or events have contributed towards your success as a leader?

8. At Capita plc we are purpose-driven. What specific Capita plc purpose attracted you to apply to us?

9. If you were hired today, what would you accomplish first?

10. Why is this job with Capita plc right for you, at this time in your career?

11. What type of manager brings out the best in you?

12. How would your most recent manager describe you?

13. When you suffer a setback, how does that emotionally affect you and your work?

14. Do you always double check or proofread your work?

15. Have you ever broken a confidentiality agreement?

16. Describe to me your ideal employer.

17. At Capita plc we seek to hire those with a passion for the IT industry. How do you stay up to date on industry changes and current events?

18. What are your salary expectations?

19. Capita plc seeks to hire those with above average communication skills. Describe your communication style to me.

20. What part of this career brings you the most stress?

21. Would you be willing to work over 40 hours a week?

22. Tell me something about yourself that I wouldn't know from reading your resume.

23. At Capita plc we believe in continued education of our employees. If you could take a course or workshop on any topic, what would you choose?

24. At Capita plc we deal with sensitive and confidential client information. Are you willing to complete a full background check?

25. Walk me through your post-secondary education and how it will help you in your career with Capita plc.

26. Our industry is a competitive one. Why do you specifically want to work for Capita plc?

27. What decisions did you routinely make in your last position?

28. Have you progressed in your career as you have expected?

29. How do you evaluate success among your team members?

30. How do you make tough decisions knowing they will affect your entire team?

31. What are your thoughts on web-based, click to chat support solutions?

32. We put a great deal of pride in our customer service at Capita plc. How will you contribute to our high customer service standards?

33. At Capita plc we have detailed procedures in place for client technical support. What would you do if those procedures did not appear to be working?

34. Tell me about your experience in the field of IT services.

35. We are asking for 8 years of industry experience and you have just 5. Why do you think you are qualified for this position?