British Gas Customer Support Consultant Interview Questions
& Process

The hiring process was quite frustrating and not at all professional or up-to-date. After applying, I got an email saying they had too many applications and I should call if I wanted an interview, which seemed odd as they weren't screening anyone. On the phone, they asked a few simple competency questions. Then they scheduled an interview for 9 am in two days, which was supposed to be on Teams. They never sent the meeting link, and even after I emailed the day before saying I hadn't received it, their response came after the interview time, just saying 'I am looking into this' without any apology. This disorganized and lacklustre approach from British Gas has made me not want to apply again, and I can't imagine what it's like to work there if they can't even try to attract new people properly. I'm really disappointed they wasted my time and, more surprisingly, that they aren't screening candidates properly or ensuring they provide support for the interview process as required by the Equality Act 2010.

I did an online application with a test and 4 competences, each 200 words. After a few weeks, I had a phone interview about my background and customer service experience, with 2 situational questions. The next day, I had another phone interview where I had to role-play as an advisor with a customer scenario provided beforehand, focusing on good phone manner and correct information. I was then invited to an assessment day with 2 other candidates. On the assessment day, we first had to reply to a customer email in Word, then had a one-on-one interview with a floor manager. Finally, the three of us discussed a recorded customer phone call in front of 4 managers. I was positive about the day because I've done similar things and got job offers, plus my customer service experience. They said I'd hear back the next day or early the week after, and that they'd call everyone. It's been 8 days, no word, and my email wasn't answered, so I don't think I got it. I'll wait till next week, but I'm disappointed by the lack of communication, especially from a big company.

It was a competency-based interview that was pretty tough. You really need to know your examples well because they'll ask you about what you did, who was involved, and the skills you used and needed to get things done.