30 DWP Work Coach Interview Questions & Answers
Below is a list of our DWP Work Coach interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Table of Contents
- 1. Adaptability Questions
- 2. Ask The Interviewer Questions
- 3. Behavioral Questions
- 4. Career Goals Questions
- 5. Communication Questions
- 6. Compatibility Questions
- 7. Competency Questions
- 8. Conflict Questions
- 9. Customer Service Questions
- 10. Direct Questions
- 11. Diversity Questions
- 12. EQ Questions
- 13. Experience Questions
- 14. Leadership Questions
- 15. Problem Solving Questions
- 16. Salary Questions
- 17. Scenario Based Questions
- 18. Teamwork Questions
Adaptability
1. What does your availability look like?
Why the Interviewer Asks This Question
The DWP specifies what to expect for your training and what a full-time week looks like, as well as the potential shifts you may work as well. So it is important to be "be flexible and adaptable." As they state in numerous places on their website, you should be willing to change your "working pattern if there is a business need." So make sure you perform adequate research prior to your interview. Be 'in the know' and avoid asking any questions you could easily have answered on your own.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
As they state on their site, "Part time and job sharing working patterns within working hours are available but must meet business needs. Please note that successful part time and job share candidates will be required to work full time for specific periods to complete and consolidate training. Currently our initial Work Coach training lasts for 6 weeks for which you will be required to work full time. The full time working week in DWP is 37 hours You may be required to work at any time between the hours of 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I would be willing to work full or part time, but full time is preferable. I would prefer two days off in a row if possible, and preferably two weekend days if such an accommodation could be made."
Written by Kevin Downey on January 4th, 2023
Answer Example
"My availability is wide open, and I would be willing to work any shift where I am needed."
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Adaptability
2. Which five locations would you most prefer to work at?
What You Need to Know
Despite there being options for remote work or a hybrid work schedule, part of the application process is for you to specify which locations you would most prefer to work at. If none of those five locations are available, they will try to accommodate a location within a reasonable distance. As they detail on their website, selection for an appointment will be based on merit, and failure to indicate which locations you prefer will result in rejection, and will probably be perceived as a sign of a lack of attention to detail. So spend some time researching which locations would be ideal for you and your job satisfaction.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I am just out of college, and would be happy to relocate anywhere. But my top picks would be Oxford, Sheffield, Newcastle, Slough, or any location in London."
Written by Kevin Downey on January 4th, 2023
Answer Example
"The Jobcentres which are closest in proximity to my residence are Wembley, Harrow, Ealing, Hayes, or Hounslow. I am, of course, flexible to travel to wherever I am needed, and would willingly commute farther if none of those locations currently have any openings."
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Ask The Interviewer
3. Do you have any questions for me?
What You Need to Know
As you research the civil service, the DWP, former employee reviews, and any other relevant information you can find online, you will be sure to come up with some questions. However, take every measure to answer those questions yourself before your interview. Those questions you were unable to answer, despite your best efforts, are the ones to ask. The greater the breadth of your research, the greater your work ethic will shine through. An important detail to remember for a job that is awarded on merit.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"How long have you worked in the civil service, and what are some of the more memorable experiences you've had on the job?"
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Experienced Example
"I understand that no two days as a work coach are alike, and that you'll encounter and experience all sorts of differing situations and varying customers. But taking that for granted, could you describe to me what a typical day on the job looks like, from meetings to filing reports, to anything not specifically advertised in the job description?"
Written by Kevin Downey on January 4th, 2023
Behavioral
4. How do you feel about working with ex-offenders?
Why the Interviewer Asks This Question
There are a wide variety of customers facing different challenges whom a work coach may serve and assist. The DWP sees these high-need customers as those who are truly in need of their services. So this question aims to assess your comfort level and drive to help those who may have different backgrounds and struggles than your own.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
Watch the video on the DWP Work Coach Microsite, and you'll learn a little more about the role. "There will be customers who are facing significant vulnerability and significant complex needs. Those who have mental health issues that they have to deal with, ex-offenders, those fleeing domestic abuse, care leavers, those with drug and alcohol abuse, and prison leavers. Those customers are priority customers that really rely on our support. We want our work coaches to have the training and the confidence to sit down and give one-to-one support to those customers, either face to face or digitally or on the telephone. We do truly change lives. It's challenging, but it's fantastic and rewarding."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I suppose I would feel fine about it unless I was given a reason to be cautious. But I have faith that the DWP would take precautions to enjoy the safety of their work coaches. So, as long as my personal safety was ensured, I would have no issues with this."
Written by Kevin Downey on January 4th, 2023
Answer Example
"Everyone deserves a fresh start. Without knowing the circumstances that led to that person being an ex-offender or prison leaver, who am I to judge? I'll go into each day with a fresh perspective and do my best to help each individual to the best of my ability, regardless of their unique circumstances or backstory."
Written by Kevin Downey on January 4th, 2023
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I have also seen people who may have been ex-offenders or just ran with the wrong crowd or even dropped out of school and witnessed them do a 360 and turn their lives around. I would feel honored to actually help people turn their lives around.
I try to live my life by the 3 words " just be kind" I feel the world needs more acts of kindness."
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Behavioral
5. When was the last time your sense of ethics were put to the test?
What You Need to Know
Many of the questions you'll be asked test your familiarity with the Civil Service and DWP, and how well suited you are for the role of a Work Coach. For example, when performing your research, you'll learn that the Civil Service Core Values are 'integrity', which they define as "putting the obligations of public service above your own personal interests." 'Honesty', which they define as "being truthful and open." 'Objectivity', which they define as "basing your advice and decisions on a rigorous analysis of the evidence." And 'impartiality', which they define as "acting solely according to the merits of the case and serving equally well governments of different political persuasions." So when answering this question, make sure your example outlines how you embrace these values, and how you already live a professional life according to their culture.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I worked in a retail job where I caught a mother stealing formula. On one hand, our policy for theft was clear, and on the other hand it was a terrible situation, and I felt very sympathetic towards this mother. I wanted to just let her go, but that would've put my integrity on the line, and I promised my employer of how I would conduct myself in the event of catching someone in the act of theft. So, I informed the store owner, and offered to pay for the product for the mother. The store owner came out, and she spoke with the woman. She said that she had her own surveillance, and would press charges if she ever entered the store again with the intent of stealing. The mother promised she wouldn't do it again. Then the store owner gave this woman several bottles of formula and said that the next she sees it she should be to pay her for this formula, and made her write a promissory note to pay. She then wrote down several resources she could turn to get help."
Written by Kevin Downey on January 4th, 2023
Answer Example
"I worked with a supervisor who demanded I do something unsafe to speed up a job. I valued my personal safety, yet they clearly didn't, and I refused. They threatened to document my insubordination, so I told them I would rather have our manager do it. And walked up to them and confessed to my insubordination. In the end, I received praise for upholding my commitment to the safety practices of the workplace, and to reporting harassment of any kind."
Written by Kevin Downey on January 4th, 2023
Behavioral
6. Tell me about yourself.
What You Need to Know
This standard introductory interview question is an opportunity for you to share details about yourself personally and professionally, framed in a manner that showcases you as well matched for this role. In order to communicate it succinctly, while showing off your communication skills, spend some time prior your interview composing a brief bio of yourself, around 200 words, that captures who you are why you are here applying for this position, where you come from professionally and as a person, and where you are going.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"My name is Perry. I grew up in London and just graduated from college in Manchester, and have always had a passion for helping others. Over the years, I've done a bit of volunteering, and often loved the idea of being able to do that type of work full time. When I entertained the notion of becoming a work coach, I suddenly realized I could do what I love and earn a living at it at the same time."
Written by Kevin Downey on January 4th, 2023
Answer Example
"I worked in management for several years, interviewing and hiring, and often lent my services to job fairs, coaching on how to write a strong CV and deliver a good interview. Job coaching has always been a passion of mine. At a certain point I started feeling some dissatisfaction in my management career, and closely examined what would offer me the most job satisfaction, and that's when I realised coaching and being a mentor is where I most thrived, and that's what has led me here today."
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Behavioral
7. What measures do you take to ensure you maintain a healthy work-life balance?
Why the Interviewer Asks This Question
The stronger a person's work-life balance is, the more reliable, emotionally intelligent, and organized they will be. A strong balance between one's personal and professional life will lead to greater job satisfaction with a lower likelihood of experiencing burn-out syndrome. It is also well known that having a positive social life combined with being physically active can contribute positively in this regard.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
The DWP offers their employees benefits geared towards promoting a positive work-life balance. These include; "The Health and Social Security Recreational Association (HASSRA) is a nationwide sports and leisure organisation that provides the opportunity for DWP employees to take part in a range of sporting, recreational and cultural activities."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
I truly take advantage of my spare time. I find that if I seize every moment, I feel full and satisfied, and well balanced. I also address all of my priorities promptly, and ensure that I never bring work home, nor bring home to work.
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Experienced Example
"I plan out each day in advance, paying each day forward. I set up my morning the night before to make sure I have no issues arriving at work early the next day. Any step I can take to reduce stress in my personal or professional life, I take it. Whatever needs addressing, I take action, and never procrastinate."
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Career Goals
8. What interests you about becoming a work coach?
What You Need to Know
Spend time researching the language, keywords and phrases, and value propositions of being a DWP Work Coach, and examine how these align with your character, values, and principles. Clarify for yourself how working in this field would offer your job satisfaction and meet your needs as a professional. The more you are able to sincerely communicate how you already embrace the values and traits of their ideal candidate, the more successful your interview will be, and the more well-suited you'll seem for their work culture and environment.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I've always wanted to make a difference in other people's lives, and have a need to be constantly challenged by work that is varied and complex. I can perform mundane work, but don't enjoy working in an environment where you feel like it is the same thing day in and day out. I've done my share of volunteer work growing up, and now as I am reevaluating my next move, I realised that working as a work coach would be the perfect fit for me."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I landed my first job through the Jobcentre, and the impression it left on me, how I was so warmly treated, has never left me. After following my career path for a while now, I realise that my skill set makes me uniquely qualified to succeed in this role. I am interested in the kind of work that is rewarding not just in the work that is done, but the emotional benefits as well, knowing that you can make a difference."
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Communication
9. Tell me about a time where you adapted your communication style to better communicate with a customer.
Why the Interviewer Asks This Question
A skilled communicator adapts their communication style to those who are less skilled communicators than themselves. A DWP work coach will often need to employ their high-level communication skills on the job, especially when communicating with those customers who face significant and emotionally challenging circumstances. Share a story that demonstrates your ability to remain objective, maintaining a situational perspective, while exhibiting empathy. Choose a story, or work experience, which your interviewer will find relatable to this position, and makes you seem well prepared for the role and what lies ahead.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
Here are some of the ways DWP defines the traits of an effective communicator; "Communicating and Influencing - Communicate clearly and concisely, both orally and in writing. Interact with others in an enthusiastic way. Express ideas clearly and with respect to others. Listen to and value different ideas, views and ways of working. Respond constructively and objectively to comments and questions. Handle challenging conversations with confidence and sensitivity."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I recently dealt with a customer who spoke very little English. The rest of our staff had no idea how to help this person or what their issue was. So I stepped in, and after a moment was able to determine what country they were from, and then able to determine a common language that we both spoke poorly. So, at this point, both speaking a language which was not our native tongue, in the most rudimentary terms we were able to communicate, and I was able to help them with their inquiry."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I recently had an encounter with an irate customer. They started off by cutting me off as I greeted them and launched into something of a tirade. Very quickly, I asked them to start over, more calmly so that I could more effectively understand exactly what it was they were trying to communicate. They were jumping all over the place, and it took a while to get them to fill in all the pieces of their complaint. Eventually, I mirrored everything back to them, and asked them if there was anything they left out. They then said I got it right and asked me what I was going to do about it. At that point I explained to them they had us confused with another company with a similar name, and that we hosted an entirely different range of products and services, but I told them if they'd like, I could quickly find out the proper channels for them to lodge their complaint, and help them get their issues with this other company resolved. They apologized all over the place and thanked me for the help."
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Communication
10. How would you explain complex information to someone to be certain they understood?
Why the Interviewer Asks This Question
Being able to communicate complex concepts into relatable terms will be required when dealing with those who may have specific mental challenges or a language barrier. Therefore, your interviewer is trying to assess your skill level in this regard, and whether you are prepared for the challenges of the position.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
Here are some of the expectations the DWP holds for their work coaches when communicating with their customers; "Consider the impact of language used on different groups of stakeholders. Use an appropriate method of communication for each person, such as an email, telephone call or face-to-face, taking into consideration their individual needs. Use plain and simple language, being careful to check written work for errors. Put forward your views in a clear, constructive and considerate manner. Remain honest and truthful when explaining opinions. Listen and ask questions to ensure your understanding."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I would try to break any complicated concept into relatable terms. I would take time to ensure what I was communicating was clearly understood in plain and simple terms. I would make sure whatever I was communicating, regardless of how I was communicating it, would be clear and make sense. I would try to be considerate of the person's needs of whom I was communicating with, and would ask them questions to ensure I communicated effectively."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I would try to have a clear understanding of their experience with the topic, would then evaluate the concept I was to relay, and would frame them in easy to understand analogous or metaphorical terms. I would make certain I communicated effectively by asking them if they understood what I was communicating, or if I could further clarify or answer any questions, encouraging them to mirror their understanding back to me. Once I was certain we were at a good starting point, I would proceed from there."
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Compatibility
11. How do you go about building relationships with others?
What You Need to Know
This question tests how adept you are at building relationships in the workplace, whether with your coworkers or with your customers. Typically, when onboarding with a new company, the first thirty days are spent learning the ropes and building relations within your teams. It can also include building a strong foundation with your clients as well. One of the core responsibilities of a DWP Work Coach is "Building positive relationships with customers that encourages, motivates and builds trust." So before your interview, examine how you've gone about accomplishing this in the past, and try to break it down into relatable terms so you can adequately communicate your methods for relationship building.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I am warm, sincere, and an active listener. I recall what others share with me and follow up. If I just met someone who told me they were going to a concert, I would ask them how it was the next time I saw them. I am sincere and show others I care. Additionally, I work hard, and in that regard earn respect."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I am a people person, and I enjoy learning about others and hearing them share their unique experiences and perspectives. So I just ask questions and listen with earnest interest. If I am engaging with someone more reserved, I feel as if more often than not that relationship is a bartering one. So I'll share something relatable first, then open things up for them to share if they want. This typically helps me earn the trust of those who are less trusting. But actions speak louder than words, and I typically earn the respect of others by showcasing my work ethic, integrity, and positive attitude."
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Compatibility
12. Are you interested in routine and predictable work, or do you prefer unpredictable and varied tasks?
What You Need to Know
On the DWP website, they describe the role of a work coach by saying, "The Work Coach role is rewarding, varied and complex and no two days will be the same as you will be dealing with different customers and their specific support needs each day." Therefore, the interviewer is aiming to asses whether your personality is right for the role, and whether you would find the role of a DWP Work Coach as rewarding as their ideal candidates would.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I prefer to keep it varied. I have no problem with outlines or mundane work if it isn't all day every day. But if there is some repetitive task that takes up a part of my day, here and there, that in itself is more variety, especially when the rest of it is varied, even better."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I am adaptable to either, but prefer to keep things varied. If I am working on monotonous or repetitive work, I would try to find ways of entertaining myself in it. But ultimately, I was drawn to the claim that working as a DWP Work Coach is rewarding, varied and complex, and no two days will be the same."
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Competency
13. Will you be able to be mobile for work?
What You Need to Know
Your interviewer wants to know how flexible and adaptable you are, and whether you feel comfortable travelling for work, transferring to other locations, or with working in the field, at a moment's notice. As they detail on their website; "You may be required at short notice to travel to, or work in, other locations in the area you work as an ordinary part of your role, e.g. to cover colleague absences at other local DWP offices or carry out your role on partners' premises. You may also be required to work at a different location to your main office for longer periods on detached duty or for the remainder of your contract." How you answer could potentially inform your interviewer of how prepared you were to hear this question, how familiar you are with the expectations of the job."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I have a reliable car, and would be willing to be mobile for work at any given part of the day. I am curious, though, how often does one have to be mobile, and is it a daily occurrence?"
Written by Kevin Downey on January 4th, 2023
Answer Example
"Absolutely. I would love to. This is one of the aspects of this job that most appeals to me, is not only how varied the work it, but how varied the work environment."
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Competency
14. What are the responsibilities of a work coach
What You Need to Know
Most interview questions can be easily answered by performing your research on your potential employer prior your interview, and getting a head start on your onboarding. Not only does this demonstrate that you care by investing time in preparation, but it also demonstrates a strong work ethic. For example, here is what the DWP says are the primary responsibilities; "Encouraging people to work and making work pay. Encouraging disabled people and those with ill health to work and be independent. Providing a decent income for people of pension age and promoting saving for retirement. Providing value for money and reducing levels of fraud and error."
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Entry Level Example
"To help the ill, disabled, pensioners, and others at a disadvantage to work making work pay in a meaningful way while eliminating any errors or potential for fraud."
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Answer Example
"As it says on the website, I quote, Encouraging people to work and making work pay. Encouraging disabled people and those with ill health to work and be independent. Providing a decent income for people of pension age and promoting saving for retirement. Providing value for money and reducing levels of fraud and error."
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Helping people work and making work pay
Helping those disabled and ill to be independent
Providing value for money and reducing fraud"
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Competency
15. What are the priorities of a work coach?
Focus Your Answer On
When doing your homework before your interview you'll want to practice your answers before hand, since you'll be drawing off memory and presenting your answers orally. You'll want to come across as articulate as possible. Enhanced communications skills are a requirement for this job, and the last thing you want to do is stammer, take long pauses, ramble on or lace your answers with speech crutches of verbal tics.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
As they describe on their website, "Run an effective welfare system that enables people to achieve financial independence by providing assistance and guidance into employment. Increase saving for, and security in, later life. Create a fair and affordable welfare system which improves the life chances of children. Deliver outstanding services to our customers and claimants. Transform the way we deliver our services to reduce costs and increase efficiency."
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Entry Level Example
"Help people gain ground in improving their financial situation by helping them find gainful employment. Additionally, to help them make more informed financial decisions, better planning, and to make a difference in their lives."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"As it says on the website, and I quote, 'Run an effective welfare system that enables people to achieve financial independence by providing assistance and guidance into employment. Increase saving for, and security in, later life. Create a fair and affordable welfare system which improves the life chances of children. Deliver outstanding services to our customers and claimants. Transform the way we deliver our services to reduce costs and increase efficiency."
Written by Kevin Downey on January 4th, 2023
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To have an effective welfare system to support and assist those who are not employed to be in employment
To create a fair welfare system for children to improve life chances for children
Delivering good customer service to climate and customers so they happy with the service
Promote saving"
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Competency
16. How was your attendance at your last job?
What You Need to Know
Having a solid track record for attendance is the basic requirement of any job. However, on the rare occasion where a delay occurs that is beyond your control, and falls outside of taking all the necessary measures to prepare for your morning commute, how you proceed says a lot about your work ethic and integrity. Stressfully racing to work, fearful of being late and gambling you will arrive on time, or just a few minutes late without being noticed, is quite different from informing your employer of the potentiality that you might arrive to work late, while taking every effort to arrive on time. As DWP states, "attend work on time and stay in touch if you are not able to work."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"Early on, I had some attendance issues that I've since managed. My time management skills have improved a great deal since then, and I haven't been late even once in the last 18 months."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I prepared for my morning the night before, and nearly always arrive early to work. If ever there is even the slightest chance I may be held up for reasons beyond my control, then I will inform whomever should know of this possibility. This has happened three times in the last year, and every time I arrived right on time, which is late for me."
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Conflict
17. Tell me about a time you dealt with a difficult customer.
What You Need to Know
As a DWP Work Coach, you will regularly be meeting with customers who face unique and challenging situations, with different personalities and perspectives. Some may have a clearer and more objective understanding of their situation, and others may not while projecting their frustrations towards you. This question offers you an opportunity to demonstrate your mediation and nondefensive communication skills. Show your interviewer how you would navigate this terrain by offering an example of being in a similar situation in the past.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"There was a customer who was in the middle of complaining about the service they'd received over the phone, and suddenly they started crying uncontrollably. It was difficult to understand what they were upset about at first, and they had a great deal of difficulty expressing themselves or communicating clearly. I consoled them, and was patient with them, but it was clear they were going through some sort of emotional distress. After a while, they explained they felt they were treated rather rudely by the previous service they'd received, and they wanted to lodge a complaint. They couldn't tell me much about the person they felt was unkind. There was little I could do to address the issue they were calling in about, but what I could do was provide them with the kindness and the empathy they clearly needed. I spent some time on the phone with this individual, offering my sympathies for what they were going through, which I think was the true nature of the call."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"There was an elderly woman I dealt with who would come in once a week and pass around letters of a schizophrenic nature, full of conspiracy and paranoid delusions. She lived alone, and at one point was a well-respected professor at university. Typically, her letters were met with snickers, and everyone at worked tried to avoid her, which then was met with her scorn. But, I took a different approach, took the time to talk to her while helping her shop, would sympathise with her situation, and would ask her questions about herself. At one point, I learned she had a son and a granddaughter whom she hadn't seen in years. I asked her when the last time she connected with them was, and she told me and it was some time ago. I said that they must worry about her and miss her very much. Then I didn't see her for a while. Months later, she came back in to thank me. She'd gotten back on her medication and said that my kindness had helped her recalibrate. She was on her way to the airport to move back closer to her family, who she reconnected with because of our conversations. Truth is, all I did was treat her with the same kindness and respect as everyone else, regardless of how much more challenging she could be as a customer. I still think about her now and again, and hope she is doing well."
Written by Kevin Downey on January 4th, 2023
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Customer Service
18. Tell me about your experience in customer service and working with the public.
Why the Interviewer Asks This Question
The role of a Work Coach has a great deal of focus on customer service. Before your interview, spend time examining this aspect of your work history, and how you would define your philosophy or approach towards customer service. If you can, try to come up with a relatable experience where you demonstrated these skills with success, positioning yourself as uniquely qualified for this position.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
Here is some material DWP provides to describe the role of a work coach, "As a Work Coach you hold a vital role in the Department, helping individuals and their families towards financial independence through work and enabling them to claim the support they need as they progress. Work Coaches are customer-focused, dedicated individuals and able to deliver exceptional service with empathy and compassion to people who need their support. As a Work Coach, you will use sound judgement to help people through some difficult, challenging times in their lives, and your tailored coaching can make a huge difference to their ability to find, stay in, and progress in a job. If you're looking for a job that makes a clear difference to people's lives, a Work Coach role in DWP could be just what you are looking for."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I worked in a call centre in while attending university, and people tend to be rather bold and even abusive when they don't see the other person face to face. There is a level of objectification there, I think. But I'd always be warm, respectful. If anyone said anything too out of bounds, I would just fall silent and let it hang out there. That typically roused an apology. If not, I would remain professional and courteous. You just have to be your best self at all times. The only thing I have any control over is my attitude, after all."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I worked in grocery for eight years. For the most part, I enjoyed it. It was rewarding work. Sometimes people were hungry and irritable, other times happy to share their recipes. You dealt with all sorts. All walks of life. No two days were alike in this regard. But eventually I felt like, if I was going to be working with the public as such, that I should do something with a little more meaning, where I was making more of a difference, which is what led me here."
Written by Kevin Downey on January 4th, 2023
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Direct
19. Would you have any issues passing our vetting checks?
Why the Interviewer Asks This Question
Baseline Personnel Security Standard checks are required for the Work Coach role. Checks for external applicants will incorporate the following components: Right to work/ID/address checks, DBS Basic/Disclosure Scotland criminal conviction check, Employment history check, Overseas police checks (where required), Health check, and Internal fraud database check (for ex-Civil Servants). Therefore, it is important you be sincere and honest in your interview. If there are any concerns or issues from your past worth mentioning, volunteer them while presenting context to your unique situation. This demonstrates integrity and respect for your interviewer and the process.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
As stated on the DWP Work Coach microsite, "When an offer of employment is made to you, there are some additional requirements that must be completed satisfactorily before you can start. The additional requirements are known as pre-employment or vetting checks and you must satisfy the requirement to prove your identity and your right to work in the UK and the Civil Service initially. When you successfully pass this first stage, further checks are undertaken to confirm criminal records, health and employment history."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I have no issues at all. I should inform you, and I am not certain if it would turn up, but there is someone who shares my name, first last and middle, and some creditors mixed up some delinquent debts and stolen identity issues with this other person with me. I dealt with it a while ago, but sometimes it does turn up again."
Written by Kevin Downey on January 4th, 2023
Answer Example
"I am able and willing to undergo any vetting checks required of me."
Written by Kevin Downey on January 4th, 2023
Diversity
20. What is your experience working in a diverse and inclusive environment?
What You Need to Know
Your interviewer is trying to assess your cultural competence and how open you are to working with those from backgrounds differing from your own. Relay your experience with your teams and with working with the public, and your comfort level in doing so. As they explain on their site, "The Work Coach role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of digital, telephone and face-to-face contact on a daily basis. Meeting your legal duty to comply with the Equality Act 2010 and making sure your customers get the additional support and advice to help them access our services. We aspire to be a truly inclusive employer and welcome applications for our Work Coach roles to help us reflect the citizens we serve."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"The only working experience I've had where I wasn't working in a diverse and inclusive environment was in university when I was working for a call centre. But I was working from my cellphone out of my dormitory, and so I was effectively working alone. That was a lonely job in many regards, but it served its purpose at that time in my life."
Written by Kevin Downey on January 4th, 2023
Answer Example
"I've had nothing but the experience of working in a diverse, inclusive, and culturally rich environment. Continuing to do so, with my teams and my customers, would be my overwhelming preference, if given the choice."
Written by Kevin Downey on January 4th, 2023
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EQ
21. Tell me about a time you were proactive in your own development and sought feedback.
Why the Interviewer Asks This Question
Your interviewer is trying to assess your emotional intelligence and how you respond to feedback. How you answer will inform them of whether you respond defensively and feel victimized, or whether you learn from what it offers. Additionally, how you answer could inform them of whether you wait for feedback to come to you, or if you are truly taking charge of your professional development and proactively seeking out feedback on a consistent basis.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
Here are several statements on the expectations of those serving in the civil service; "Identify gaps in your skills and knowledge and make plans of how to develop these. Take time to achieve development objectives. Listen to and act on feedback from colleagues to find areas you can develop. Share knowledge and skills learnt with colleagues to contribute to the learning and development of the whole team. Regularly review own and team's work and take the initiative to suggest ideas to make improvements. Give feedback on changes in a constructive manner. Take a positive, open approach to the possibility of change and encourage others to do the same. Help others to understand changes and the reasons they are being put in place. Identify and act on the effects changes are having on your role and that of the team. Look for ways to use technology to achieve efficient and effective results. Consider accessibility needs of the diverse range of end users."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"Any time I start something new, I check in to make sure I am delivering satisfactorily. I am driven to succeed, so I can be over communicative to ensure I am over delivering. Once I feel I've gotten the hang of something, and it is clear I am meeting expectations, then I will reduce the frequency of my check-ins where I ask for feedback."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"My old mentor at work used to repeat over and over again that I am in charge of my own development. So I took that to heart and made a habit of regularly checking in once a month to determine my growth opportunities and better ascertain my strengths. Now I do it in a less pestering way. I check in with my peers and my teams to make sure I am providing, for my part, a positive working experience. Sometimes I am offered feedback, mostly I am offered appreciation. But my primary aim is to ensure everyone is engaged."
Written by Kevin Downey on January 4th, 2023
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22. Tell me about a time you realised you made a mistake and how you handled it.
What You Need to Know
This question aims to reveal whether you take ownership of your mistakes, address damage control first, and try to learn something from it, assuring you won't make the same mistake again. In order to coach others on how to find work and retain work, you'll need to exhibit the emotional intelligence required of the role, while encouraging your customers to do the same.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"There was a project I was working on, and I misunderstood a large part of the nature of this project. I should have clarified and revisited my notes, but I dove in. When I realised I'd made the mistake, I realised I'd lost half a day's work. I could have tried to cover my tracks, but I confessed to my supervisor that I'd made this mistake, and they calmly asked me what I'd learnt from my mistake. I told them. They then asked me if it would happen again. I said no. And that was that. I haven't made such a mistake again, and my attention to detail has improved ten fold since."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"When I was working in grocery, I realised I mis-punched an order, and instead of ordering one case of kitchen rolls, which are very large, I ordered eleven. It was too late to cancel the order, so I immediately informed my superiors and told them I would make it right. So I quickly called our neighbouring stores in our grocery chain and traded one case to each store for a product of equal value so our inventory numbers wouldn;t be off. The remaining cases we were stuck with, so I built a handsome display on one of our end caps with some appealing signage. Surprisingly, we sold out at day's end."
Written by Kevin Downey on January 4th, 2023
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Experience
23. Tell me about a time you had to go above and beyond the extra mile.
What You Need to Know
This question offers you an opportunity to truly showcase your work ethic. The work ethic of an ideal candidate is one whose standard is going the extra mile. So take advantage of this question to offer an example of going above and beyond that makes you look truly extraordinary. Think about all the desired qualities of a Work Coach and try to exemplify how you embrace all of those in your example.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I was just about to end my shift when I got a phone call from my supervisor that their car broke down. They were due to be coming on in an hour and were responsible for supervising a pre-scheduled inventory. So I drove to them, helped them push the car to a lot, and then drove them to work. They likely would've done the same for me."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"Recently we had several sick calls, and I'd already put in a long day. But, the person I was working with was also sick and underperforming, and there was now a two-hour gap between the end of my shift and the next shift that was coming on. So I voluntarily stayed on another three hours to ensure the transition went smoothly. I was just thinking ahead, as this could easily have a domino effect and hamper productivity for the whole week. So tagging an extra three hours on now seemed more worth it to me."
Written by Kevin Downey on January 4th, 2023
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Experience
24. Tell me about the last time you had to deliver bad news to someone.
What You Need to Know
Part of the job of a DWP Work Coach is having to sometimes deliver bad news to those who are trying to improve their situation. Therefore, the role of a Work Coach requires a great deal of empathy, especially when the results of your efforts end up not being what you hope for those you are trying to help. As the DWP says, they "need more caring and committed people to become Work Coaches to help us with this vital work." So think about the role, the work that lies ahead, and offer an example of where you handled a situation similar to what you expect to face.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I worked with someone who was trying really hard for a promotion. Two other people were competing for the same opportunity. Eventually, I had to tell this person, who'd been passed up for this promotion three other times, that once again they didn't earn it. They were rather disappointed, and it was difficult new to deliver."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I was newly promoted to being a supervisor. We'd hired on several people for the holidays. Once things slowed down, I had to inform two of them that we were letting them go, and another three that we were cutting their hours. This was a hard thing to do, and I considered these individuals my friends. But I delivered the news as best as I could, with humility and kindness."
Written by Kevin Downey on January 4th, 2023
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Leadership
25. What does effective leadership mean to you?
Focus Your Answer On
Regardless of whether you have held an official leadership position in the past, think of the leadership values and principles you embrace and embody. Consider how you have mentored or coached others in the past, and how you would bring that experience to this role. If there was someone in the past who served as a mentor, role model, or personal hero for you, examine those qualities in them which you admired and try to embrace within yourself.
Written by Kevin Downey on January 4th, 2023
Why the Interviewer Asks This Question
Here are some of the leadership qualities the Civil Service tries to promote in their employees: "Show enthusiasm for your work and take personal accountability for your role. Demonstrate responsibility for your own objectives. Act in a fair, inclusive, and respectful way when dealing with others. Be considerate and understanding of other people's points of view. Understand and support the objectives of the wider team. Demonstrate consideration of the wider consequences of own actions."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"Always learn and never take your position for granted. Be mindful that there is a power dynamic, and how others might perceive it. Treat everyone with respect, be respectful of others' views, and keep your eye on the big picture goals and objectives. Hold yourself accountable for your own actions, actively listen and learn, and take charge of your own development."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"Effective leadership is to act decisively, with integrity, while treating everyone fairly and with equal respect. You want to motivate and inspire, and these things should come from your own nature. Be bold and execute your work with positivity and pride. Actively listen and learn, and be in tune and empathetic with those who you are working with. Remind yourself that everything you do has an impact, so be mindful and respectful at all times, and perform check-ins with humility."
Written by Kevin Downey on January 4th, 2023
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Problem Solving
26. Tell me about a time you had to make an informed decision with incomplete information.
What You Need to Know
A work coach often may be required to navigate difficult territory, and will have to take a certain degree of calculated risk. This question aims to help the interviewer determine your approach to problem solving, how resourceful you are, and how sound your judgement is, and how informed your decision making is, despite not having all the information at your disposal. The DWP offers guidance on their website for using the STAR approach (Situation/Task/Action/Result) and the WHO model (What/How/Outcome) for when answering questions such as these. So put either model into action here while formulating and delivering your answer.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I was filling out a report that I had to turn in at the end of the day. A customer had tripped over an obstruction in our car lot and injured themselves. We called out an ambulance, and for insurance concerns, we had to fill out an accident injury report. I unfortunately did not have all the information necessary to completely fill out the form, but I made a few phone calls and was able to deduce the rest of the information with the information I had on hand."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"There was an employee who was having a crisis and wanted permission to take a mental health day. I took a look at the schedule and felt that it would be better for the store to let them make up the time on a day where we were slightly understaffed. Our manager normally was the one we would have to check in with for such things, and it was the normal affair of asking for their approval first. But I felt I was pretty good at anticipating the needs of my manager, and rather than calling them at home, rather than potentially waking them from sleep, I approved the shift change. When my manager came in towards the tail end of my shift, I informed them of my decision and apologised for overstepping my bounds. They, however, agreed with my judgement call, and thanked me for making an informed decision."
Written by Kevin Downey on January 4th, 2023
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Problem Solving
27. Tell me about a time you had to perform research and gather information to make a decision?
What You Need to Know
Your interviewer is curious how adept you are to being resourceful and thinking outside of the box when need be. As they've reiterated, no two days will be the same on job, so you'll you are guaranteed to face new situations and challenges on a consistent basis, and how you answer this question will inform your interview how adeptly you will navigate this territory. As they state on their website, "Seeing the Big Picture: Understand what your responsibilities are and how these contribute to the priorities of your team. Consider the varied impact your work could have on individuals with different needs and from other backgrounds. Gather information from both inside and outside of the organisation to inform your area of work. "
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"Every day. I am something of a research nerd, and any time I have a question, which is all the time, I have to answer it. Every answer to every question almost always generates another question, it seems. So, I like to be as informed as possible when making any decision. However, if a decision needs to be made promptly, I will do my best according to the information I have on hand."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"As a supervisor in my last role, we were actively hiring, and I received an application from someone and interviewed them on the spot. During the interview, there were several bits that caught my attention, and although they answered many of their questions in a manner that made them seem rather appealing as a candidate, I just felt as if something was missing. So I thanked them for their time, and later that day looked them up online and explored their social media profile, and what I found was contradictory to everything they presented themselves as in person. Considering that anyone who works for the company is a representative of the organisation, their online presence did not present well, and I opted for a more qualified candidate."
Written by Kevin Downey on January 4th, 2023
Salary
28. What kind of salary are you hoping for?
What You Need to Know
When exploring the topic of salary, it's best to wait for the topic to be first touched on by your interviewer, and not explore it or questions about benefits when they ask if you have any questions for them. Additionally, answer as many of those questions on your own before the interview, and never ask a question you could easily have found the answer to on your own. According to their website, The DWP offers a competitive salary, reviewed annually, a comprehensive reward scheme, including in year voucher and monetary awards, an occupational pension, and a wide range of other benefits.
Written by Kevin Downey on January 4th, 2023
Why the Interviewer Asks This Question
Your interviewer is curious about how you will approach evaluating your professional worth. The manner in which someone answers this question can say a lot about them as a professional. Someone who doesn't assert quantifying their professional worth and takes whatever is offered to them suggests they are not aggressive in advancing their career and will speak to a lack of experience. Someone who suggests a number that is too high suggests they haven't taken any of the considerations of the employer's budget, hiring expenses, or overhead. It could also attest to an over-inflated ego and a lack of experience. However, by approaching it as what you are currently earning, how often you receive pay increases and by what percentage, evaluating the current job market, projecting what the market will look like in the future, and where you would like your career goals to steer in the future, you can justify your professional worth in a matter of fact, thought out manner that speaks to your work ethic, and quantifies your professional worth.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I graduated from college at the top of my class and held a management position while working my way through college. As I understand, the average salary for someone who has been working as a work coach for about three years is $XX,XXX. I would prefer to start somewhere in that range."
Written by Kevin Downey on January 4th, 2023
Experienced Example
"I am currently earning $XYZ,000, with an annual increase of about 10%. My current employer has delivered a year-end bonus as well. The benefits I currently receive are comparable, and my current employer has offered me another increase should I opt to stay. However, continuing to work in my current position isn't conducive to my current career goals."
Written by Kevin Downey on January 4th, 2023
Scenario Based
29. Tell me about a time where you had to make a difficult decision that negatively impacted someone else.
What You Need to Know
This is a tricky question that requires a delicate approach. How you answer could reveal a lot about you in how you interpret this question, and your general attitude and world view. Avoid offering any examples that would frame you in a poor light. Focus on optimism, on your sense of ethics and integrity, and your emotional intelligence.
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"I had a member of the team ask if I would switch shifts with them. They wanted to tag an extra day on their holiday, and it would have benefitted me as well, and granted me a three-day weekend. But, there were other members of my team who I had offered to mentor on a project they were working on. I had agreed to help them, so my integrity was on the line, and I had to decline that inviting shift change. Had this other team member who was requesting the shift change been more experienced, I would have asked them to help mentor them, but they were less experienced than them, so as I saw it, I had no choice but to disappoint."
Written by Kevin Downey on January 4th, 2023
Answer Example
"When I worked in grocery, I was responsible for handling donations and for donating our spoils to local food banks. One local charitable organisation was on a wait list to receive our written off goods. But there was another organisation whom we donated to every Thursday. I heard rumors that they were using the homeless who were seeking shelter with them to cook meals with the written off goods and were charging those who were seeking free meals. So I went in to investigate and learned this was, in fact, the case. So, I stopped donating to them, and switched Thursday's deliveries to the other organisation that was on the wait list."
Written by Kevin Downey on January 4th, 2023
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Teamwork
30. How would you define teamwork?
Why the Interviewer Asks This Question
Your interviewer is curious if you are team oriented and would thrive in a collaborative environment. How you answer will inform them of what you would contribute to the team. Remember, they hire based on merit, so spend some time before your interview bringing into focus what unique offerings you bring to the team. Concentrate on your attitude, your interpersonal skills, your sense of collaboration, and how you lead by example.
Written by Kevin Downey on January 4th, 2023
What You Need to Know
Here are some of the expectations the DWP has for their Work Coaches, pertaining to team work: "Working Together. Proactively contribute to the work of the whole team and remain open to taking on new and different roles. Get to know your colleagues and build supportive relationships. Listen to alternative perspectives and needs, responding sensitively and checking understanding where necessary. Ask for help when needed and support others when the opportunity arises. Be aware of the need to consider your own wellbeing and that of your colleagues. Understand that bullying, harassment, and discrimination are unacceptable."
Written by Kevin Downey on January 4th, 2023
Entry Level Example
"Where everyone works together, communicates clearly and respectfully, and everyone is on the same page. When you can turn to each member of the team as a resource and can look out for each other, challenge each other, and support the team effort as a whole."
Written by Kevin Downey on January 4th, 2023
Answer Example
"The best form of teamwork is when there is that true sense of collaboration where a true bond and camaraderie is forming with every member of the team. Where everyone understands their stake in the effort of the goals of the team as a whole. Where everyone's perspective is heard and equally valued. Everyone looks forward to working together each day."
Written by Kevin Downey on January 4th, 2023
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