List of 30 University Administrator Interview Questions & Answers
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1.
If you are successful at interview, how do you intend on making an impact within the role of University Administrator?
How to Answer
The candidate should provide confirmation on what that they will be able to pick up on immediately and things they feel they will need more support with from the information they have read in the job description and from what they know about the University.
Answer Example
"From reading the job description, I believe that following my initial induction and training, I will b able to quickly be on the front desk and answer the telephone and while I am sure I wont be able to answer all questions, I will certainly be able to take messages and get back to people in timely manner and pick up new knowledge on the way. I also believe I will positively impact the role as I am an excellent team player so will be willing to get stuck in and get on with things once shown the ropes."
1 Community Answer
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Anonymous Interview Answer
Through my dedication and commitment in serving students I believe whoever has encountered me will learn efficiency and effectiveness. Also learning from other senior administrators will help grow my knowledge and I am an active team player.
Rachelle's Feedback for the Answer Above
Part of your statement mentions what the senior admins will do for you - a bit off track from the purpose of the question. I encourage you to think about the pain points of the university and how you can relieve or even eliminate those issues should you be hired. Your answer should focus more on what is in it for the employer if they hire you ) Be as actionable as possible with your response.
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2.
Give an example of a time when you have been faced with a challenging situation. How did you overcome this, and what did you learn from it?
How to Answer
Simply not having a strong answer to this question means you did not prepare for this interview. You should always be ready to answer a challenge you have faced and how you overcame that challenge. I would recommend writing down a few challenges you have faced, anything that comes to mind, on paper. These challenges can be simple. Think about a time when equipment failed or a marketing strategy was not proving useful and you rerouted funds.
Answer Example
"When I worked at x Company in x role, we had a major event happening where over 200 guests were joining us for an evening event. On the particular day there was a really bad storm and about 1 hour before the event was due to start, we had an electricity outage. As a team, we were tasked with working through as much as we could on whether the power would be back on and if not, putting in place a contingency. As a team, we were split into two with 2 members dedicated to working with the service providers and getting an update from them about what had happened and when the power was likely to be back on. I was part of the team tasked with putting together a contingency plan which involved contacting all 200 guests due to arrive as much as we could and also sourcing a potential alternative venue close by. As I did not live centrally and thereby not being as familiar with the other local possible venues, I volunteered to start contacting the guests. I brought up the attendee's spreadsheet and found as many mobile numbers as I could to send out a group text to get to as many people as possible as quickly as possible to confirm about the power outage and to wait for an update on that it was taking place but possibly at an alternative venue or we may need to rearrange. I then worked through those with no mobiles just landlines and found if we had emails, again to get out the message as quickly as possible. Ultimately, we had to postpone the event until a later date but most people appreciated the heads up. I hope in that situation, I demonstrated that keeping calm and working out a practical approach will allow me to get through challenging situations. This is something that I strive myself and utilize when I need to."
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3.
What role do you feel an administrator plays in an office dynamic?
How to Answer
The candidate should be able to confirm the part the administrator will play within the office set up.
Answer Example
"I believe the administrator is part of the essential backbone of the team and office setup. The administrator is the go to point of contact for everyone, whether that be fellow office colleagues, tutors, students or customers. The administrator role is there to pull together all of the foundations of the services that are offered and provided by the administration office"
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Anonymous Interview Answer
Office management record keeping correspondence with other stakeholders update information for customers.
Rachelle's Feedback for the Answer Above
This response reads as more of a list of duties. When it comes to the dynamic of the office and the university overall what part do you believe this role plays (hint think less task-based and more EQcultureenvironment).
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4.
Describe an experience you have had dealing with a difficult person. How did you handle the situation and what was the outcome?
How to Answer
The candidate should be able to describe a difficult person they have had to deal with, whether in a professional capacity or a personal setting - we will all have had them.
The candidate should confirm how they deal with such situation - the ideal approach will be to listen and remain calm.
The candidate should be able to go onto describe what the result was.
Answer Example
"In my time with dealing with the public there has been several times when there have been difficult people I have had to deal with. One that springs to mind is when a students registration form had disappeared which resulted in them missing an extra curricula activity. I listened to what had happened in their view. I then confirmed what the process is our end so that I could understand where things may have gone wrong. From this I was able to propose a way forward. In this instance, the deadline was missed and there was no room left on the activity so they had missed it this time round but now knew going forward what to do if the opportunity arose again. While a difficult situation, it was important for me to remain calm and solution focussed."
2 Community Answers
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Anonymous Interview Answer
There is nothing as important as calming down and being able to listen to difficult customers. I allowed the customer to express her frustration and then asked her to give me a chance to explain how things work. Together with the customer we came up with a solution. The customer was satisfied at the end.
Rachelle's Feedback for the Answer Above
Good start - it sounds as though there is an excellent story example here This question is another situationalbehavioral-based question that requires a specific case that outlines the situation your task the action you took and the result. If you want to revisit this question using the STAR framework I can return with feedback )
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Anonymous Interview Answer
In my previous position I dealt with the public on a daily basis and Ive had to deal with difficult people. Its important to stay calm and listen to the customerstudent. I once had a student query about their course change application as they had not heard back from the University and express how frustrated they were on this matter. I allowed the student to express their frustration and then asked them if I could explain how things work. I was able to work with the student and come up with a solution for a way forward. In this instance they had submitted their request to change course late and it had passed the deadline. They now knew what to do going forward if the opportunity arose again. While it was a difficult situation it was important to stay calm and focused on finding a solution for the student. The student left feeling better than when they walked into the room after receiving clarity on the situation and a solution to move forward.
Stephanie's Feedback for the Answer Above
It sounds like you have developed effective skills for navigating challenging individuals To create a more compelling response that showcases how you de-escalated the situation and improved outcomes for the student focus on how they exhibited their frustration (for example were they rude demanding). If your interviewer has a clear picture of the challenge you were required to navigate your interpersonal skills will be even more evident.
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5.
What do you know about our University?
How to Answer
A de-brief with the agency (if applicable), researching the University website, a general internet search, any twitter feed, job site search for ratings provided by candidates/current/past employees.
The candidate would need to know the basics of the University such as locations, year of establishment, rough headcount figures, University objectives, recent activities.
A well prepared pitch on this would link back to why this is all important information to the candidate.
Answer Example
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Anonymous Interview Answer
The university was established in 1960. it has two campuses with a total enrollment of around 17000 students. its vision is to produce competitive graduates. It has produced high-profile alumni who are making great contributions to the country.
Rachelle's Feedback for the Answer Above
Excellent Clearly you have done your research on the school. I recommend ending your response with a qualifying statement on why you want to work for their school specifically.
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6.
What motivates you to succeed?
How to Answer
While this can be a challenging question for some, ideally the candidate should be able to identify what it is that gets them up out of bed in the morning, what it is that makes them go home at night feeling that they have done a good job and added value to the Business and what it is that keeps them going, even when a job is really difficult or maybe its their least favourite task.
Answer Example
"I like to come into work knowing that I am able to contribute as part of the team to the services that we will provide to our students, tutors and other customers. I need to know that I have done a task to the best of my ability. I am motivated to be able to push myself to the next level and keen to take on any development that is identified by myself or my Manager."
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7.
Tell me how you organise, plan, and prioritise your work. Do you use specific tools or techniques to assist you in the workplace?
How to Answer
The candidate should be able to confirm how they organise, plan and prioritise their work - its important all 3 are covered as the organising and planning are usually the only 2 covered.
The candidate should be able to confirm any specific tools and techniques they use to do this.
Answer Example
"I am a big fan of to do lists and Outlook. I review each morning. midday and each night to understand what must be done that day, anything that may be in danger on not being achieved that day if it should be and anything at the end of the day that has not been achieved and what tomorrow may look like. I like to use colours in the diary as this visually jumps out at me so I keep these consistent. In any task that I am given, I will always when it must be achieved by and also make an assessment of the effort I think it may require. If I feel that the assessment means the effort far outweighs the deadline as being achievable, I will raise this immediately so that expectations can be set."
2 Community Answers
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Anonymous Interview Answer
I use a To Do List daily. Prioritize work according to its importance and deadline. I make sure that I keep up to date and minimize procrastination. I use outlook as a diary and for reminders.
Rachelle's Feedback for the Answer Above
Great Are these the tools that the university uses If you are not sure you can ask the interviewer. By finding out this information you can ensure that your approach to planning and prioritizing resonates with your future leadership team and coworkers.
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Anonymous Interview Answer
I like to organize and plan my work methodically and strategically. For example I use Microsoft Outlook to plan meetings and reminders via the diary system and keep a clear log of my tasks using colors and labeling folders for a specific job. If I have emails that have been actioned and completed I move them to the designated completed folder and keep a copy of the email for my information. I also use an internal system provided by the University called Core to create a list of deadlines which enables me to keep track of when objectives are due. By reviewing this and analyzing what needs to be done and what has been completed I can prioritize my tasks and evaluate my capacity to carry out tasks for the day and week.
Stephanie's Feedback for the Answer Above
This is a thorough and well-rounded response You have clear systems and techniques to stay organized and optimize your performance in the workplace. While the strategies you mention are useful none of them feel especially modernized or tech-savvy. If youve used tools such as Asana for project management or Calendly for scheduling I suggest including those examples as well.
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8.
How do you evaluate success in a professional capacity?
How to Answer
A combination of factors may come into play when answering this question. Number one priority is the completion of the job. Second, how efficient is the job getting completed. Third, are the customers happy through this process. Fourth, is the team motivated by these working conditions.
Depending on your specialty in your past positions, you will want to tailor your answer to meet those conditions.
Answer Example
"I evaluate success through the feedback and acknowledgment of my work and also that of the team. I also evaluate success through how happy I am and also how I feel about the Company I work for. It is important to me to be adding value and know that my efforts are appreciated."
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9.
Can you give an example of a time when you have had to deal with a difficult or disappointing outcome? How did you handle this, and move forward?
How to Answer
The candidate should describe a situation in which they expected a particular path was going to happen, but ended up taking a different path.
The candidate should describe how they coped with this.
The candidate should confirm how they learned from this to make sure it does not happen again or grew as a result.
Answer Example
"When I was working at X Company, I was involved in supporting a Manager with an investigation into a issue identified with an employee being continually late. I gathered all the data from logging in reports and even analysed CCTV to cross reference these. I put a lot of effort into collating this information. I was then told that because the employee was related to a Senior Manager that everything had been dropped. This was disappointing as we all knew that any other employee would have been held to task to the standards. However, that was the decision made and I had to respect that. From then, I spoke with my Manager about the work I had done and whether there was any issues with it. I received confirmation from my Manager that there was no issue with my work and he was in fact very impressed with the attention to detail and robustness. From that point forwards, I was utilised in further investigations to gather the factual information and analyse such, which was great because I love tis type of work."
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Anonymous Interview Answer
We ordered toner for a copy machine but when the order arrived it was the wrong kind. My boss needed to print his presentation for a very important meeting. Everybody thought I order the wrong toner and blamed me for the inconvenience. I did not respond or try to explain. I just went to the print center printed the presentation and gave it to my boss. I also gave him my apology for any inconvenience this caused and promised to be more careful next time. After the presentation I sent an email to my boss as proof that I ordered the correct toner and that the mistake was entirely the suppliers fault.
Rachelle's Feedback for the Answer Above
You took all the right steps including responding calming fixing the situation and then backtracking to the original issue. Well done I recommend adding just a bit more information to set the stage for your interviewer. I have offered an example below.
SITUATION While working at (company name) the office had a printer that required a special toner. One day the order arrived it was the wrong toner. My boss was supposed to print his presentation for a very important meeting that day and could not because we had the wrong toner. TASK Since I was the (job title) it was up to me to place the office supply orders. Everybody (who was everybody) thought that I order the wrong toner and I took the blame for the inconvenience. ACTION I knew that it was not my error however I chose not to become defensive. Instead I simply took a USB with the presentation to the print center. I printed the presentation and gave it to my boss. I also apologized for the inconvenience the situation caused and promised to be more careful next time. After the presentation I sent an email to my boss with proof that I ordered the correct toner and that the mix-up came from the supplier. RESULT (how did your boss react to this information what did you learn)
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10.
What does Equality of Opportunity mean to you?
How to Answer
The candidate should be able to confirm what equality of opportunity means to them personally and also within the role they would complete if successful.
Answer Example
"Equality of Opportunity means that I and every other employee, student and customer of the University are treated equally and not treated any differently because of the differences we all have for example, if man or woman, if young or old. In my position as Administrator and the customer service providing role that this is, it is imperative that I treat all of my customers equally and with the same respect across the board"
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11.
Why is data protection important, and what measures could be taken within this role to ensure information is stored correctly?
How to Answer
The candidate should have a basic level of knowledge that data protection is important to protect individuals personal details, University commercial information and any other stakeholders.
The candidate should be able to confirm that information held electronically will be password protected and such data will not be shared, drawers and office locked and clear desk policy, only authorised people on site.
Answer Example
"Data protection is important as everyone's identity and personal information should be kept confidential and not disclosed to anyone other than those that have been given permission to have it. In addition, data protection is important to protect any commercial sensitive information of the University's as this could put the University in a compromising position should this be affected. There maybe other stakeholders or visitors even who again, have the right not to have any of their data processed in a such a way that is inappropriate. In this role, I would ensure that all computer work is done in a manner that appropriate passwords are used on individual documents and also on the PC itself and these are not shared unless with authorised individuals. I would observe and follow the University Information Security Policy. I would ensure that my drawers are always locked when I am away from my desk and when leaving the office ensure the appropriate doors are locked. I will ensure that a clear desk approach is taken at all times and only have out on my desk what I need to work on at the given time. Anyone visiting will be processed through the visitors procedure and ID badges worn at all times. I will professionally challenge anyone who is not wearing the appropriate ID badge and be aware of the security protocols I must follow if I feel any of the above is compromised."
1 Community Answer
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Anonymous Interview Answer
Data protection is important for record purposes referencing and continuity using proper filing systems.
Rachelle's Feedback for the Answer Above
You are correct When it comes to the second part of this question what do you dowhat do you believe needs doing to ensure the proper storage of sensitive information (hint check out the privacy and data storage laws for educational institutions in your area)
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12.
How would you define teamwork?
How to Answer
The candidate should provide their explanation of what they understand teamwork to be.
Answer Example
"Teamwork is a critical part of any business, as without teams working together to achieve a common goal, the culture can fall apart and objectives not be achieved. Teamwork happens when a group of people work together to achieve a common goal, pulling on each individuals skills."
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Anonymous Interview Answer
Teamwork is involvingconsulting team members before making a decision. When given a task I make sure that I execute so that the team will not fail because of me. It also means working together with people with an aim of achieving a common goal.
Rachelle's Feedback for the Answer Above
This answer would be best for how do you approach teamwork When it comes to the way you define (or identify) teamwork what would you say is the makeup of an excellent team
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13.
Give an example of a time when you have had to work within a pressurised environment. How did you react?
How to Answer
The candidate should describe to us the actual environment and what led to it being pressurised.
The candidate should tell us what they actually did during that time to cope and what the actual result was.
Answer Example
"When I worked at x in the role of x, we only had 2 staff in a department that should have had 4 - my other 2 colleagues where off at the time, 1 on maternity leave and one on holiday. The actual time of year was also report distribution for the students and so we were working to tight deadlines that had to be achieved. I made sure each day, I updated my to do list with activities that had to be achieved and that my other colleague knew what I was working on and I knew what she was working on. If at any time, additional tasks came in that may jeopardise this, I immediately went to my Manager so we could discuss a plan to work round this. It was a difficult period but I could cope because as a team we broke down overall what we had to achieve and by when and kept that under assessment each day"
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Anonymous Interview Answer
In the beginning of the year when it was still registration for students. Normally students would stress because of finances they need people to listen and provide a solution. I had to prepare myself to listen to each persons story and get information from other colleagues that might be of help. I assured students that it would be okay and encouraged them to calm down and stay focused. Proper planning and organizing my work load also helped.
Rachelle's Feedback for the Answer Above
Nice start Next I encourage you to take this general overview and carve out one specific story example. Then you can create a situationalbehavioral-based response using the STAR framework httpswww.mockquestions.comarticlesMaster Behavioral-Based Interviews Using The Star Method
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14.
What are your future career aspirations and where do you see yourself in five years?
How to Answer
The candidate should confirm what it is they are striving to achieve which unless they are looking for a total career change will paint a picture of natural development. An idea of how they may achieve this would also be good, even if wrong in the University world as they obviously don't have all the inside knowledge, but this at least gives us an idea that this has been thought through.
Answer Example
"I understand from the job role information that there is a specialist position of X or Administration Manager. I would like to progress through the varied job roles which I believe exist to build up that foundation and depth of knowledge in order to best place me to achieve this. During this time, I see myself being mentored by the current post holder as I would communicate these aspirations through meetings with yourself (assuming current Manager interviewing) in order to help facilitate this."
1 Community Answer
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Anonymous Interview Answer
I would like to be one of the best administrators at the university. I have registered for my masters and I hope to join an academic environment in the future.
Rachelle's Feedback for the Answer Above
You have solid aspirations and its great to see that you are furthering your education - a big step in getting there. When you mention one of the best administrators I encourage you to include a more measurable statement. For instance what does one of the best mean to you Is it meeting particular KPIs or is it knowledge-based for example
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15.
What do you think is your biggest weakness from both a personal and professional capacity?
How to Answer
The candidate should be able to provide an insight into their weaknesses that they have identified and may have been told by previous Managers, maybe in appraisals and even colleagues through other feedback forums. The candidate may be able to go on and confirm how they manage and cope with such.
Answer Example
"I believe that my biggest weaknesses are that I am too helpful which means I can be taken advantageous of if not careful and also I am a bit of a perfectionist. I think both of these apply to my personal and professional life. I always make sure that this is something I work with my Manager on at work to ensure it does not become a major issue and am very lucky with my circle of friends that they know me well."
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16.
Why are you the best candidate for the role of University Administrator, and what can you bring to the team?
How to Answer
Before your interview, you should create a list of your strengths. Write down your accomplishments in your past roles that relate to this position. Knowing your accomplishments and strengths in this role, will not only help you answer this question but will help you answer several more throughout your interview.
The reason we recommend writing down your answers is that it should help trigger accomplishments in which you may have forgotten.
Answer Example
"I am the best candidate for the University Administrator role as I am a team player, approachable, organized, have a great eye for detail, am adaptable meaning I can multi-task while keeping things on track to achieve key deadlines and most of all love all things administration. With all this in mind, I will be there to pick up on anything that comes in last minute without getting flustered and ensure that I always play my part in ensuring as a Department we always meet our targets and work activities."
1 Community Answer
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Anonymous Interview Answer
I have vast experience working with students. During my time as a student I was good at my studies and active within the school which gives me good insight into student life. I am a good listener and I communicate very well. I have skills in Microsoft office and ITS. I can offer you my good communication skills and my willingness to engage with students.
Rachelle's Feedback for the Answer Above
It sounds as though you have many excellent skills that will ensure your success This question is a very competitive one so if youd like guidance on how to answer most compellingly we also have a guide here httpswww.mockquestions.comarticlesHow to Answer Why Should We Hire You
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17.
We are interested to know what motivated you to apply for this role? Why do you want to work for our University?
How to Answer
The candidate should confirm that they wish to undertake the role as they feel their skills and experiences closely match the job description and also want to work for an establishment like the University due to being part of an Organisation that is progressing and developing.
Answer Example
"I applied for the University Administrator role as my skills and experiences to date have been within a busy office environment to date, where delivering excellent customer service was a must. I also want to work for an Organisation in which I can progress and develop and build on my current abilities. I feel that the University will have established ways of working and management support facilities which I believe I will excel in."
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Anonymous Interview Answer
I have good customer service skills which I have acquired over the past seven years. University students have the potential to grow and become important citizens. Contributing to their growth and betterment gives purpose to my work.
Rachelle's Feedback for the Answer Above
You make a compelling case for working at the university...investing in the betterment and growth of others This is a wonderful cause. A portion of this guide may also help you to craft a fuller more robust answer if youd like further practice httpswww.mockquestions.comarticlesHow to Answer 5 of The Most Common Interview Questions
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18.
What do you think are the most important skills required when working in a customer facing position?
How to Answer
The candidate should be able to provide the most important skills required for a customer facing role, which should not be too far different to those they have already read in the person specification. Ideally they should be able to expand on each provided again linking it back to the role in hand.
Answer Example
"I believe that the mot important skills required in a customer facing role are being a good listener as customers need to be quickly understood so as to ensure that their requirements are met and minimising mistakes and potentially complaints; being a good communicator as the University is a mass of people from all walks of life and the Administrator will liaise with many varied people; being able to treat everyone equally no matter whom they are and respect everyone the same; being efficient so as to get through all the tasks on a daily basis and not allow anything to be missed or fall behind; keeping calm as the office can be very busy I imagine with lots going on all the time; and also be flexible as urgent matters may come up, 2 minutes before going on lunch, or plans may change at the last minute. I think those will be the main important skills and qualities."
1 Community Answer
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Anonymous Interview Answer
People skills. Listening skills. Good communication skills. Planning and organization skills. Time management skills.
Rachelle's Feedback for the Answer Above
This list of skills is a good start but its a bit long and monotonous. I also encourage you to include examples of these skills in action to support your response. Think about delivering an answer that shows AND tells vs. just tells. I have provided a starter for you below.
I believe essential customer-related skills include interpersonal skills active listening skills exceptional planning and solid time-management. I display these skills by...(discuss the ways that you deploy these skills in the workplace. How will they benefit the university should they hire you).
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19.
Tell me about your education to date. How has this prepared you for a career as a University Administrator?
How to Answer
The candidate should be able to confirm their education relevant to this role. This could be from the education setting itself, job training courses and also on the job training experiences.
Answer Example
"My education to date is fairly standard stuff with good solid GCSE results, above C in English and Maths. I also went to college and completed a couple of A Level's, one being Business Administration. I would like to go onto study and complete a degree in time, especially as I see there is career progression with this role. I have also completed several administration related training courses over the last couple of years around data protection, Microsoft office and working in a team. I have also been very lucky, in that when I started at X Company, they had an internal development opportunity on administration so that was really useful also to see the full picture. "
1 Community Answer
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Anonymous Interview Answer
I hold an honors degree in Communication Science. I have also attended several workshop on University administration. This has empowered me with administrative skills and confidence when doing my work. I have grown as a person enabling me to be an independent thinker and able to cope under pressure.
Rachelle's Feedback for the Answer Above
Nice overview You showcase your education and learning quite well. If you want to expand your answer you could also discuss your best coursework and any accolades you received while earning your honors degree. When you are discussing how your education will help you in this career be sure to include information specifically from the job mandate. This approach will solidify for the interviewer that you are a good fit for their needs.
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20.
How would your former employer describe you?
How to Answer
The candidate should be able to present how they believe their former employer would describe them, usually answered with positive qualities, however if a balanced indication is given some elements of development areas should be presented.
Answer Example
"I believe that my former employer would say that I am a hard worker, dedicated and willing to go the extra mile. I think they would say that I am a team player and happy to get involved in whatever needs to be achieved. We have also discussed that I find it difficult to say no which means I can have too much on sometimes but I am a good communicator and keep my Manager up to date with everything that is going on"
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Anonymous Interview Answer
Competent dedicated reliable and responsible.
Rachelle's Feedback for the Answer Above
These are excellent descriptors Next take your response from telling to showing AND telling ) In what actionable ways do you display these characteristics in the workplace
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21.
What is your availability like to work within this role? Do you have any specific requirements we need to take into consideration?
How to Answer
The candidate should tell the University when they are able to work in line with the job requirements e.g. part time or full time. In addition, what their current notice period is within their current role or other commitments.
The candidate may take the opportunity to tell the University if they have any other requirements such as adjustments for a health condition, child care commitments, dependant responsibilities - however some candidates may believe that disclosing such information may discount them so feel nervous with this question.
Answer Example
"I am looking for a full time position and have a months notice to work from my current role. I don't have any additional specific requirements for consideration"
1 Community Answer
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Anonymous Interview Answer
I need a full time job that will help me take care of my family as I am the breadwinner.
Rachelle's Feedback for the Answer Above
This answer is a bit too personal and off-track from the original question. Try to answer more directly When are you available to start What hours and expectations can you fill Do you have any restrictions to your schedule or special needs that the university needs to accommodate
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22.
Tell us about your previous work/professional experience. How do you feel this will be transferable into the position you have applied for?
How to Answer
The candidate should be able to give an overview of the previous work they have understand and any other professional experiences they have had.
The candidate should be able to confirm how these are transferable to this role by assessing the job description requirements.
Answer Example
"I have worked in an office environment since leaving school 5 years ago. During that time, I have also had the opportunity to work in a commercial environment and education setting. These where important as it gave an insight into the differences of the environments. I feel that this is transferrable to the University environment as the customer service being number one priority is across the board, the efficiency of that customer service is another number one priority and also supporting the University in achieving its objectives by pulling together as a team."
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Anonymous Interview Answer
I have since worked in the administration as an Office Administrator. My experience in dealing with people of different ages and cultures will be beneficial. My computer skills and interpersonal skills will be an advantage.
Rachelle's Feedback for the Answer Above
This open-ended question can be a tough one to navigate ) When asked to walk the interviewer through your related experience I recommend using the Past Present Future framework. We have a helpful guide here when you are ready to learn more httpswww.mockquestions.comarticlesHow To Answer Tell Me About YourselfFor the final part of the question be sure to highlight some of the biggest needs and responsibilities outlined in the job posting.
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23.
Give an example of a time when you have delivered excellent customer service, and why is this important in this role?
How to Answer
The candidate should describe the role they were completing, for which Company and what the situation was with the customer.
The candidate should confirm what they did to provide the service to the customer and how they resolved any queries.
The candidate should confirm how the situation ended with the customer being happy with the service received.
Answer Example
"While working at X Company in X role, the customer had called the Office as they had not received the paperwork we had posted out relating to the examination dates. I reassured the customer that we would be able to resolve their query and needed to take some details in order to do this. I went through my list of questions relating to full name, address, course they were taking, tutor name, start date with the University. I took the contact number from the customer and confirmed I would research the matter and call them back within the hour with an update. I went away and completed the research required. I called the customer and confirmed that the original registration form had a different address from the one provided over the phone and hence why the paperwork had not arrived. The candidate confirmed that they had moved address and realised they had not updated us. I confirmed with the customer the importance of this going forward and sort clarification that they had everything they needed now, which they confirmed they did. I then went on to update the records and post out the relevant paperwork."
2 Community Answers
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
A first year student came after the residence staff had left for the day. He was done registering and had a challenge with an accommodation. I had to stay with him call residence staff and wait for them to come help. It was after hours but I stayed until I made sure the student was assisted. Doing this gave the company a good name.
Rachelle's Feedback for the Answer Above
This response is a good start Try filling out the information and setting the stage for your interviewer in a more robust manner. The STAR framework can help you to do this very well (Situation Task Action Result).
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Anonymous Interview Answer
In my current role at ____ Faculty as a Senior Clerical Assistant I offered to support the Booth to cover a member of staff who wasnt available at the time. This meant that I would be answering student queries face to face using my own initiative. For example I had an international student querying about their enrolment link that they had not yet received. I asked for their student ID and checked their student record thoroughly. First I check the narrative to see if any additional notes have been added then I check the log to see what the most recent action made by the University. I noticed that they hadnt completed their Right To Study checks which are mandatory for the student to complete the enrolment process. I handed them a map to the Student Centre and provided them with the contact information in case they required further assistance. I then followed up by asking if the student has any other queries that I can help with for the day or if they need me to clarify anything. The student felt that their query had been answered to their satisfaction and they were happy to be able to get the clarity they required.I was able to find a solution in a timely manner as I had a que of students lining up outside this didnt effect my effort to solve their problem and proves that I am able to work under pressure whilst delivering good customer service.
Stephanie's Feedback for the Answer Above
This is a thorough and well-rounded response It sounds like youve been effective at delivering exceptional customer service. These skills will translate very nicely into your future work
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24.
What behaviours and skills do you feel are essential when working in a team?
How to Answer
The candidate should be able to confirm the behaviours and skills they believe are needed to work in a team with an explanation as to why.
Answer Example
"I believe that it is essential to be a good communicator when working in a team to allow messages to get through efficiently, progress with work and feelings on matters happening at that time. It is also important to listen to each other when working in a team to ensure that everyone gets their fair share in contributing to activities. Being flexible is an important behaviour when working in a team, as you as an individual may need help one day, so demonstrating this upfront means people will be willing to adapt things if you need it yourself but also if urgent and challenging elements arise, together as a team it is achievable if everyone shows that flexibility. Connected to this is co-operating, as not everything will always match 100% of the time to what we want to do as an individual, however if we all co-operate for the wider team, achievements will be made. Being open with each other will allow trust to be built and also treating each other with respect. I think another important element is to show an interest in what others in the team are doing."
1 Community Answer
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
Interpersonal skills and listening skills. Respecting other people. Understanding of other cultures. Being able to apologize when I do wrong. Being able to express yourself well.
Rachelle's Feedback for the Answer Above
These factors are essential indeed Be sure to offer statements that showcase for the interviewer the fact that you have these qualities skills and characteristics )
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25.
How do you ensure you have clearly and accurately understood an inquiry or request that has been allocated to you?
How to Answer
The candidate would confirm that they clarify their understanding by repeating back what they believe the inquiry or request is.
The candidate will see also that by doing this it generally triggers any immediate questions they may have.
The candidate will see that it gives them the opportunity to set expectations of when the inquiry or request will be completed and also how they will complete it.
Answer Example
"I would repeat back to my Manager or customer the inquiry or request that has been presented. For example, can I just confirm my understanding of your request please. You need me to collate together all the lesson attendee information for this last year. I would also then ask any immediate questions that spring to mind immediately. For example, can I confirm when you need me to complete this by? How would you like this to be presented, presumably in excel? How do you want me to present this, by email or am I to save it in the Administration folder? Have we produced this in past years so that I can ensure consistency of collation and presentation? I would also then based on all of that data gathered initially set the expectation of whether I believe I can achieve the deadline. For example, based upon what we know, I don't think your initial deadline of lunch time is going to be achievable as I know I need to go into several spreadsheets to get this. Can I just check that I am on the right track?"
2 Community Answers
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
You repeat it to back to the person and ask if you have captured it correctly.
Rachelle's Feedback for the Answer Above
Good start Since this question is explicitly targeted at your actions I recommend using I language vs. You language. I have offered a revision below.
To ensure that I have clearly and accurately understood an inquiry or request I will repeat the information back to the person. I will often ask if I have captured the details correctly. One example of this is a time when...(offer a brief STAR-based example of your communication skills in action).
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Anonymous Interview Answer
I ask the person to repeat what has been allocated to me so that I clearly understand the job at hand. Asking questions and asking for help or feedback enables me to carry out the task or answer their query as accurately and efficiently as possible.
Stephanie's Feedback for the Answer Above
It sounds like you have strong communication skills which is wonderful. What do you do if you dont understand the task or need extra support executing it I suggest adding a few additional details here.
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26.
Give an example of a time when you have had to reprioritize your workload to handle competing priorities. How did you handle this, and what was the outcome?
How to Answer
The candidate should be able o describe a time when they had to reassess their workload as a higher priority arose that they had to address.
The candidate should be able to describe how they went about handling the situation.
The candidate should be able to describe what the outcome was of the situation.
Answer Example
"In my role at x, there was myself and another individual in the office, who was a designated first aider. On this one particular day, she was called to her first aider duties as there had been quite a serious accident, which ultimately resulted in her being out of the office for 2 hours. During this time, I made my priority answering the calls and looking after front desk. I also let our Manager know and discussed with him the priorities for that day. I used my faithful to do list which shows me each day what needs to be achieved, in order of priority along with the amount of time I believe each will take. While there was a lot to achieve that day, I spoke with several of the customers to confirm the situation and negotiated a longer completion time where I could. So generally overall, I was able to man the phones and desk, complete 2 priority tasks that had to be completed that day and reassign the remaining 9 to the day after."
2 Community Answers
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
There was a day where all staff had to go and attend a memorial service. I was asked to remain behind so that customers would find somebody in the office. I responded to all the calls as everyone had diverted their calls to me. I took messages for everyone. I also communicated with my line manager about changes of priorities. I informed other team members about the changes.
Rachelle's Feedback for the Answer Above
This day would have been a challenging one for sure Using the STAR framework be sure to outline more details and also present a resultoutcome at the end of your response.
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Anonymous Interview Answer
In my previous role in ____ Faculty I had to support the Information Point with a small assignment for nursing students. It was just me and one other team member in the office where we had to handle various priorities such as the handing in process scanning work photocopying and signing plus taking phone calls and other queries face to face at the desk for students with Registry queries. Whilst handling these priorities we had a last-minute urgent task to complete within an hour from a Module Leader. We were required to carry out a huge photocopying job just between the two of us. I communicated with my partner and recommended that we split the job in half to complete the urgent job.
Stephanie's Feedback for the Answer Above
You provide a strong example here but you should focus more on the outcome. What happened as a result of you splitting the work in half
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27.
What different computer systems do you have experience with, in relation to the storing and collating of information?
How to Answer
The candidate will should be able to give specific examples relating to computer systems both in house and generic systems
Answer Example
"I have used x system before in my previous role. As part of my role, I was required to update and amend records as and when changes happened. I ran monthly reports from this for management review relating to X topics, and started to develop skills in which to present this in graphical form. I am also used to working with all Microsoft platforms such as excel, word and power point. From these, I produce daily stats on x and also help produce management reports."
1 Community Answer
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
Microsoft Office programs for all reports that need graphs and stats. I also use an Integrated Technology system to be able to verify the information of customers.
Rachelle's Feedback for the Answer Above
Wonderful To ensure that your interviewer understands your experience I recommend also including your level of comfort with these systems. For instance you could grade yourself 1-10 or beginnerintermediateexpert.
How would you rate Rachelle's Feedback?
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28.
Tell me about a time when you have had to adapt quickly to new policies and procedures.
How to Answer
The candidate should be able to provide an example of when new policies and procedures where introduced and how they adapted to this.
Answer Example
"When I worked at X Company in X position, an issue was highlighted with the holiday booking system and the quality team had to work fast to identify the issue and confirm back to the Business what was wrong and any changes or improvements that would result. We were all briefed from an administration team point of view of the changes and within a week, in the office, we had to change everyone's record and also update all of the associated paperwork. It was hard going to get through everything in the week, however we did. I made sure I understand what was wrong, what was proposed and how this would impact going forward and once I had this clear in my mind, I was away and on board with what needed to happen. While difficult to juggle with everything else that needed to be got through, I always try to remain calm and focus on the positives in such as situation"
1 Community Answer
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
In my current role the procedure of processing extension request applications had changed and I had to adapt quickly to the new policy and procedure as a result of the sudden change. I was briefed along with my team on the new procedure and from the time the meeting had finished I was back in the office processing the extension requests. In the office I received a lot of phone calls from students inquiring about their applications and when they can expect to hear back from the University. I reread my notes and provided them with the relevant information. Due to the backlog of extensionsdeferral requests it was a challenging task to go through the previous and new applications whilst adapting to the new procedure however I managed to cope with this new pressure quickly and effectively. By learning quickly I was able to work my way through the number of extension requests we had coming into the University which helped to get the number down on the number of requests we had to process and pulled us out of that backlog.
Stephanie's Feedback for the Answer Above
Great response You do a good job of highlighting the outcome and what happened as a result of your quick thinking. Adapting to new procedures is always tough and it sounds like youre highly adaptable
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29.
Give an example of a time when you have had to implement a new process or procedure to solve a business issue. What was the outcome of this?
How to Answer
The candidate should describe a time when they or a team member or even customer identified that a process or procedure was not working correct or a gap in a particular service level.
The candidate should describe how they went about actually introducing this with the steps they took.
The candidate should describe to us what the outcome was, including those which may not have been as successful as they would have liked.
Answer Example
"When I worked at X in X role, it became clear that the absence reporting process was not working for students who called the University Office. This was due to the Office being swamped around 8:30 with so many queries as us missing reporting a call back to a tutor. I suggested to my Manager a system that existed at my mum's place of work in which an absence line is used which is a central number in which a recorded message is made by each student who can not make in that day or will be late. At 9:30, the office was then able to download all of the messages into excel which quickly showed who was absence. This detail was then fed into the central records and also the local tutor and Line Manager where informed accordingly. This process was communicated out to all students and staff as part of their induction, so was well known and followed. This was something that my Manager took away to review, and was not implemented fully due to the technology needed but we did implement one individual manning the phone and taking all calls/messages until the morning rush had finished and then following through with confirming the message detail to the relevant tutor etc and one individual manning the front desk and following through with any actions from that time. Once the morning rush was over around 9:30 we then came back together, actioned as much as we could and then set off on the rest of the days duties."
2 Community Answers
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
It was a practice of our office to print documents for students when they came. Unfortunately the University decided to terminate that service and there was another procedure that students had to use for printing. When they came as usual I had to explain that the process and procedure had changed. I gave them the new process to follow. They were not happy as it inconvenienced them but they usually understood the reasons.
Rachelle's Feedback for the Answer Above
This answer is a good start however it could use more detail to keep the interviewer engaged. This feedback comes back to using the STAR framework while also including more action-based and measurable statements. For instance how did you approach expressing the changes What was the overall impact of your communication strategy
How would you rate Rachelle's Feedback?
Anonymous Interview Answer
In my previous position I noticed that as a team we had a backlog of attendance and absence inquiries filling up the inbox. This was during the start of the pandemic when the virus was starting to spread widely meaning that students were out sick causing the inbox to fill up. To reduce the number of inquiries that came in I decided to create a separate inbox for Covid-19 absences and a spreadsheet to log the students name ID and the date they reported the absence so that we could update their record and give the information to the Engagement Center. This enabled us to organize the inbox and manage the absences more efficiently whilst maintaining a positive student experience which is important to the reputation of the University.
Stephanie's Feedback for the Answer Above
It sounds like you used active problem-solving skills to create this new system which was critically needed. To strengthen the impact of your response I suggest including an additional sentence or two focusing on the outcome of this system. Specifically how has this system improved the student experience (If youre able to provide a specific statistic such as an increase in student satisfaction that would help to make your response more compelling.)
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30.
Due to the nature of the role, you may sometimes be required to complete some lengthy data input tasks. How will you ensure you remain focused and motivated on the task at hand?
How to Answer
The candidate should provide a picture of the tactics they use to undertake such a specific task.
The candidate should relate this back to a work environment they have worked in before.
Answer Example
"This is something that I am used to doing as part of the role of X I did at X. I will look at the data input and I am able, will break it up into chucks so that I know mentally in that time slot of say 20 to 30 minutes, I need to achieve X. I always make sure that my workstation is clear from clutter other than what I need to focus on at that time. I ensure that my chair is in the correct position and the lighting is good. I also ensure that my team colleagues are aware of the task I will be completing and therefore ideally I should not be disturbed unless urgent. If I am able to, I will also close my emails so as not to get distracted with them flashing up. I find that having the paperwork in front of me with a ruler for the line of data I am inputting is ideal OR I find that having the paperwork in my paper stand with the ruler working down the page as I am inputting. I make sure that every 20 to 30 minutes I stand, do some stretches and take a drink of water, this just helps my eyes to refocus and me not to stiffen up."
1 Community Answer
Anonymous interview answers with our interview experts feedback
Anonymous Interview Answer
Planning the wok properly dividing it into small chunk sizes always acknowledging myself after I have accomplished something.
Rachelle's Feedback for the Answer Above
These are terrific ways to keep yourself on track and motivated during monotonous tasks. To prevent your answer from sounding like a list of bullet points I encourage you also to provide a quick story example of your methods in action )
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