QUESTION: 01 (Customer Service)

At IPSA we pride ourselves on delivering great customer service.

1. Please provide an example of when you have gone the extra mile to
deliver high quality customer service:

In a previous role, I encountered a challenging situation where a customer was

grappling with a complex issue. To deliver high-quality customer service, I proactively
took the initiative to stay connected with the customer and our internal teams.

To see the bigger picture, I delved into the intricacies of the problem, anticipating the
need to ensure a seamless resolution. Being open, I engaged in transparent
communication with the customer, listening empathetically to their concerns, and
providing assurance that we were committed to finding a solution.

Recognizing the importance of doing the right thing, I made independent decisions and
escalated the matter appropriately, ensuring a balanced and fair judgment. To make a
difference, I not only addressed the immediate issue but also took additional steps to
prevent similar problems in the future. This involved collaborating with different
departments, and going beyond the standard troubleshooting process.

Throughout this process, I maintained a friendly, helpful, and knowledgeable approach,

delivering exemplary service. The customer was not only satisfied with the resolution
but also expressed appreciation for the proactive steps taken.

This experience reinforced my belief in the values of staying connected, seeing the
bigger picture, being open, doing the right thing, and making a difference – values that I
understand are at the core of IPSA's commitment to delivering great customer service.
QUESTION: 02 (Customer Service)

We often have to help our MPs and their staff understand their
responsibilities in regard to business and staffing costs.

1. Please provide an example of where you have had to communicate

complex information to a customer or colleague - how did you ensure
they understood?

In a previous professional experience, I encountered a situation where effective

communication of complex information was crucial, similar to the challenge of helping
MPs and their staff understand responsibilities related to business and staffing costs.

In this scenario, I was tasked with explaining intricate details about a new financial
management system to a diverse audience within our organization. To ensure
understanding, I implemented the following strategies:

1. Assessment of Audience Understanding: I began by assessing the familiarity of

each individual with financial systems and processes. Understanding their baseline
knowledge allowed me to tailor my communication accordingly.

2. Customized Communication Approach: Recognizing the diversity of the audience,

I employed a tailored communication approach. I avoided unnecessary technical jargon
and explained complex concepts using language that resonated with their respective
roles and responsibilities.

3. Visual Aids and Demonstrations: To enhance comprehension, I utilized visual aids,

charts, and interactive demonstrations. This visual support helped to illustrate key
functionalities and processes, making the information more accessible.

4. Encouraging Questions and Feedback: Actively encouraging questions and

seeking feedback was a vital part of the communication process. This approach
fostered an open and transparent dialogue, ensuring that individuals felt comfortable
expressing any uncertainties or seeking clarification.

5. Ongoing Support: Following the initial communication, I provided ongoing support

by making additional resources available, such as user guides and tutorials. I also
remained accessible for follow-up queries, demonstrating a commitment to ensuring
understanding over the long term.
This experience exemplifies my dedication to effective communication in conveying
complex information. It aligns seamlessly with the challenge of helping MPs and their
staff understand their responsibilities regarding business and staffing costs. The
strategies employed reflect the values of IPSA, particularly in staying connected, seeing
the bigger picture, being open, doing the right thing, and making a difference."

QUESTION: 03 (Values)

At IPSA we have a set of values which all staff sign up to and which
informs how we work.
1. Which of our values specifically do you feel aligns with your own
values, and why?

The value at IPSA that resonates most with me is 'Seeing the Bigger Picture.'
Throughout my career, I have always maintained foresight and strived to understand the
broader context of my work. Anticipating needs and looking beyond immediate tasks is
a practice I consistently employ to ensure the services I deliver are not only effective but
also contribute to the larger objectives of the organization. This value aligns perfectly
with my professional philosophy, emphasizing the importance of foresight and a holistic
approach to achieve long-term success.

2. One of these values is 'doing the right thing' - can you tell us about
a time you made a mistake and what you did to rectify it?

In a previous role, I encountered a situation where I made an error in a critical report

that could have affected a client's project. Recognizing the gravity of the mistake, I took
immediate action. I proactively informed the client about the error, providing a detailed
explanation of what went wrong and how we planned to rectify it. Simultaneously, I
collaborated with the team to implement additional quality control measures to prevent
similar occurrences.

This experience reinforced my commitment to 'Doing the Right Thing' even when faced
with challenges. It taught me the importance of transparency, accountability, and
continuous improvement. I firmly believe that acknowledging and rectifying mistakes
promptly not only preserves trust but also demonstrates a commitment to ethical and
responsible conduct in the workplace.

QUESTION: 04 (Accountability And Working Under Pressure)

Can you please tell us about a time where you have had to juggle
competing projects and tight deadlines; how did you respond to the
situation and what was the outcome?

I often found myself managing multiple projects simultaneously, especially during

periods of heightened activity. One particular instance comes to mind where I had to
navigate competing projects and tight deadlines.

During a crucial phase, we faced a situation where two projects with overlapping
timelines demanded immediate attention. Recognizing the importance of both projects, I
swiftly conducted a comprehensive assessment of the tasks involved, prioritizing them
based on urgency and impact. I initiated clear communication with the respective teams,
outlining the challenges and collaborating on a revised timeline that accommodated the
critical aspects of each project.

To ensure efficiency, I implemented strategic delegation, assigning specific

responsibilities to team members based on their strengths and expertise. Regular
check-ins and open communication channels were established to address any
unforeseen issues promptly. Despite the high-pressure environment, the outcome was
successful – both projects were completed within the revised timelines, meeting or
exceeding the expected outcomes.

This experience underscored the significance of effective communication, strategic

prioritization, and collaborative problem-solving under pressure. I believe these skills
align well with the dynamic and busy environment at IPSA, especially during periods of
change and a looming General Election. I am confident in my ability to navigate
competing workstreams, ensuring that deadlines are met and the quality of work is not
compromised."

QUESTION: 05 (Communication)
As a regulator we often have to make unpopular decisions whilst
ensuring we can still work effectively with MPs and their staff.

1. Describe a time when you've had to say no or deliver unwanted

news to someone whilst maintaining a strong, positive and
productive relationship with them.
Tell us what the issue was, why you had to say no, what alternatives
you offered, how you communicated, the person's reaction and the
impact on your future relationship.

Recently, I encountered a situation where a client requested additional services that

were beyond the scope of our agreement. Despite understanding their needs and the
importance of maintaining a positive relationship, I had to communicate that we couldn't
fulfill their request within the current framework.

The issue revolved around budget constraints and project timelines that were
predefined in our contract. Instead of simply saying 'no,' I took a proactive approach by
thoroughly explaining the constraints, emphasizing our commitment to their current
project, and expressing a genuine desire to explore alternative solutions.

I offered alternatives by suggesting a phased approach to implement the additional

services in the future or exploring options for a separate project that could address their
needs without compromising our existing commitments. I made sure to present these
alternatives as opportunities rather than limitations, highlighting the potential benefits
and positive outcomes.

During the communication process, I remained transparent, empathetic, and solution-

oriented. I scheduled a face-to-face meeting to discuss the matter in detail, allowing for
open dialogue and addressing any concerns they might have had. I also reassured
them of our dedication to their satisfaction and success.

The client initially expressed disappointment, as they were eager to have the additional
services immediately. However, by maintaining a positive tone, showcasing our
commitment to their success, and proposing viable alternatives, the client ultimately
understood the situation. They appreciated the transparency and our efforts to find
mutually beneficial solutions.

The impact on our future relationship was positive. Despite the initial disappointment,
the client recognized our professionalism, transparency, and dedication to their needs.
This incident actually strengthened our relationship, as they continued to work with us
on existing projects and expressed interest in future collaborations.

This experience taught me the importance of effective communication, proactive

problem-solving, and the ability to turn a challenging situation into an opportunity to
strengthen relationships.

QUESTION: 06 (Evidence/Analytical based decision making)

As a regulator we must be able to show how we have arrived at our
decisions in a robust way.

1. Can you please tell us about a time where you’ve had to use
evidence (for example financial data or policy/legislation) to explain
advice or support a decision you made?

In my previous position as [mention your previous role], I encountered a situation that

required a thorough reliance on evidence and analytical thinking to support a decision.
We were tasked with optimizing the budget allocation for a critical project in line with the
organization's financial goals and compliance requirements.

To begin, I conducted a detailed analysis of financial data related to the project,

including budget reports, expenditure patterns, and revenue projections. This analysis
provided a comprehensive understanding of the financial landscape, allowing me to
identify areas where cost efficiencies could be achieved without compromising the
project's integrity.

Simultaneously, I delved into relevant policy and legislation governing the industry to
ensure our proposed budget adjustments remained compliant. This involved a
meticulous review of regulatory frameworks and guidelines to guarantee that our
financial decisions aligned with legal requirements.

Once the data was compiled, I presented a detailed report to the decision-makers,
articulating how each budgetary adjustment was rooted in the financial data and aligned
with the pertinent policies and regulations. The evidence-based approach ensured
transparency in the decision-making process and provided a robust foundation for the
proposed changes.

Throughout this process, I actively engaged with stakeholders, seeking their input and
addressing concerns, which further enriched the decision-making process. The result
was not only a streamlined budget but also a heightened confidence among
stakeholders in the integrity of the decision-making process.
This experience exemplifies my commitment to utilizing evidence and analytical insights
to arrive at decisions robustly and transparently. I am eager to bring this skill set to the
role of MP Services Account Manager at IPSA, where I understand the importance of
demonstrating accountability and sound decision-making in a regulatory context.
QUESTION: 07 (Extra Question)

What are your views on why great customer service is important for
achieving strong and effective regulation?

Great customer service is crucial for achieving strong and effective regulation within
IPSAs (Independent Parliamentary Standards Authorities) for several reasons. Firstly, it
fosters trust and transparency between the IPSA and the public. When constituents feel
heard and supported through excellent customer service, they are more likely to engage
with the regulatory process, providing valuable feedback and information. This open
communication builds a foundation for a regulatory system that is responsive to the
needs and concerns of the people it serves.

Secondly, outstanding customer service enhances compliance. When individuals

experience a positive and efficient interaction with IPSAs, they are more likely to
willingly adhere to regulatory requirements. Clear communication, assistance, and a
customer-centric approach make it easier for individuals to understand and meet their
obligations, reducing the likelihood of unintentional non-compliance.

Moreover, exceptional customer service contributes to the credibility and reputation of

IPSAs. A well-regarded regulatory body is more likely to garner respect and cooperation
from the regulated entities and the general public. This positive reputation can influence
stakeholders to voluntarily adhere to regulations, creating a more cooperative and
harmonious regulatory environment.

In summary, great customer service is a cornerstone for achieving strong and effective
regulation within IPSAs. It builds trust, encourages compliance, and enhances the
overall reputation of the regulatory body, creating a conducive environment for the
successful implementation of regulations and the attainment of regulatory objectives.
QUESTION: 07 ( 5 Minute Presentation)

What are your views on why great customer service is important for
achieving strong and effective regulation?

Good [morning/afternoon/evening], members of the interview panel. Thank you for

having me here today. My name is [Your Name], and I am excited about the opportunity
to contribute to the important work of the Independent Parliamentary Standards
Authority as an MP Services Account Manager. Today, I'd like to share my views on
why great customer service is crucial for achieving strong and effective regulation,
aligning with the five key values that shape our culture at IPSA.

1. Staying Connected:

At IPSA, we are connected to each other and our customers by a common purpose.
This connection extends beyond internal collaboration; it is the very foundation of our
external relationships. Strong customer service ensures that we stay connected with
Members of Parliament, understanding their needs, concerns, and expectations. By
maintaining open lines of communication, we can better regulate and tailor our services
to meet the unique requirements of each MP.

2. Seeing the Bigger Picture:

Our value of foresight encourages us to see the bigger picture. In the context of
customer service, this means anticipating the evolving needs of MPs to ensure the
services we provide are seamless. By being proactive and understanding the broader
landscape, we can preemptively address potential issues, streamline processes, and
contribute to a more efficient and effective regulatory framework.

3. Being Open:

Listening to understand and acting with tact and empathy is at the core of being open.
When it comes to regulation, being open involves actively seeking feedback from MPs
and stakeholders. Robust customer service channels allow us to gather insights, identify
pain points, and address concerns promptly. It is through this openness that we build
trust and credibility, essential elements for effective regulation.
4. Doing the Right Thing:

Our commitment to making independent decisions based on balanced and fair

judgments aligns seamlessly with the principles of effective regulation. Great customer
service ensures that MPs receive accurate information, timely assistance, and fair
treatment. When we prioritize doing the right thing, we contribute to a regulatory
environment built on integrity, accountability, and transparency.

5. Making a Difference:

At IPSA, we strive to make a difference through knowledge, friendliness, and

helpfulness. In the realm of regulation, making a difference means delivering exemplary
service that goes beyond expectations. A positive and supportive customer experience
not only enhances our reputation but also fosters a collaborative relationship with MPs,
making them more likely to adhere to regulatory standards willingly.

In conclusion, great customer service is not just a function but a strategic imperative for
IPSA. By embodying our values of staying connected, seeing the bigger picture, being
open, doing the right thing, and making a difference, we can create a regulatory
framework that is not only strong and effective but also built on trust, collaboration, and
mutual respect. I am eager to bring these values to the role of MP Services Account
Manager, contributing to the success of IPSA in its crucial mission. Thank you for your
time, and I welcome any questions you may have.**