Competency-Based Interview Questions: Quick Guide

Competency-based interviews are one of the most common – and most misunderstood - formats used by employers today. Whether you're applying to a corporate company or a public sector organisation, chances are you'll encounter at least a few competency-based questions at your interview. 

Here we walk you through everything you need to know about competency-based interviews, including common competence-based interview questions and how to answer them.  

 
What is a competency-based interview? 

A competency-based interview is a structured interview format designed to assess whether you have the skills and behaviours (competencies) needed for a specific role. Instead of general questions about your background or hypothetical questions about how you would approach a task, you’ll be asked for specific, real-life examples of when you’ve demonstrated key skills. 

These interviews are especially popular in large companies and public sector organisations, as they are a great way to demonstrate consistency and fairness in the hiring process. Interviewers will look for evidence around a specific set of competencies, such as teamwork, leadership, communication, problem-solving and planning. 

Expect questions like: 

“Describe a time you delivered a task under pressure?” 
“Tell me about a situation where you had to overcome a challenge.” 

Competency-based interview questions are designed to assess how you’ve behaved in past situations that reflect the requirements of the role. 

 
Why do employers use competency-based interview questions? 

Competency-based interviews are a fairer and more transparent way for employers to assess candidates - and they’re a fantastic opportunity for you to showcase your strengths with real evidence. 

When you answer competency-based interview questions effectively, you can demonstrate not only that you have the right experience, but that you understand how to apply that experience to deliver the requirements of the role.  

Competency interviews also offer employers insight into how you respond to challenges, how you work with others, and how well you might adapt to their company culture. 
 

How should you answer a competency-based interview question? 

The best approach is to use the STAR method: a framework that helps structure your response: 

S – Situation:  
Set the scene. What was the context? 

T – Task: 
What was expected of you? 

A – Action:  
What steps did you take? (Focus on the specific actions you took – not other members of the team). 

R – Result:  
What was the outcome? What did you learn or achieve? 

Example: 
Question: “Tell me about a time you turned a negative customer interaction into a positive one.” 
 

Answer using the STAR method: 

S: “I worked at a busy call centre for an internet provider.  It was a really busy day with an unusually high volume of calls. I answered to the phone to a customer who had been on hold for an hour – they were angry and said they wanted to cancel their contract as a result of this negative experience.” 

T: “I was responsible for retaining the customer.” 

A: “I started by empathising with the customer. I apologised for the long wait and acknowledged that this would be an irritating situation for anyone, so I understood why they felt frustrated. I then asked if they would allow me to see if I could resolve their original problem before cancelling their contract. They agreed, and I found that they had a connectivity issue, which I could easily talk them through over the phone. After this, I asked if they would like to receive a 5% discount on their internet bill for the next three months as an apology for their long wait.”   

R: “The customer’s original problem was resolved, and they were happy with the discount offer. I received positive feedback from the customer, and ultimately, they chose to continue their contract.” 
 

How should you prepare for a competency-based interview? 

Start by reviewing the job description closely. Look for key competencies - they’re often listed as “essential” or “desirable” skills. These might include: 

• Communication 
• Teamwork 
• Leadership 
• Attention to detail 
• Strategic thinking 
• Customer service 
• Adaptability 
• Delivering results 

Once you’ve identified the core skills, prepare at least one real-life example for each competency using the STAR format. You can reference past jobs, volunteer work, education, or even your hobbies – as long as the answer is relevant.  

What are some common competency-based interview questions? 

Below are some questions you might be asked in a competency-based interview. 
 
Teamwork: 

• Describe a time you had to work as part of a group to achieve a goal. 
• Tell me about a time when you placed the needs of your team above your own. 
• Give an example of a time you had to navigate a sensitive issue within your team.   
• Describe a time when collaborating with colleagues contributed to your personal success. 
• Give me an example of a time you contributed to your team's success. 
• Tell me about a time when you worked as part of a team. 
• Tell me about a time when disagreed with the collective decision of a group of which you were a part – what approach did you take? 

Delivering results: 

• Tell me about a time when you met challenging customer needs. 
• Give an example where you found it necessary to change a process to meet customer needs. 
• Explain how you persuaded a customer to accept a proposal. 
• Tell me about a time you developed a service or product to meet customer requirements. 
• Tell me how you organise the activities within your area/work. 
• Tell me of a time when you have had to allocate/redirect resources. 
• Tell me about a time when you improved financial targets and customer service simultaneously. 
• Describe a time when you had to manage risk. 

Problem solving: 

• Describe a situation when you devised a solution to a problem. 
• Give an example of work process you improved. 
• Explain how you introduced changes to a product/process/service in your team/ department. 
• What methods do you use to encourage others to share novel ideas? 
• Describe an occasion when you solved a problem with an unconventional solution. ? 
• Managing customer relationships 
• Give me an example where you turned around a customer relationship. 
• Describe a time when making a positive impression was critical to your success. 
• Describe a time when you had limited time to persuade a customer to take a specific action. 
• Give an example of a time you had to work hard to build up a good relationship with a customer – what was the outcome?  
• Describe a vital customer relationship you have built. 
• Tell me about a time you turned a negative customer experience into a positive one.  

Effecting change:

• Describe how you have communicated the vision/goals of your organisation to your team. 
• Give me an example of how you have responded to team concerns during a time of uncertainty/change. 
• Describe how you have managed a recent change within your team. 
• How have you maintained the pace of change during a transitional period within an organisation? 
• Tell me about a time you leveraged a period of change to your team’s advantage.

Planning and organisation:

• Tell me about a time you had to plan a large project/task/event. 
• Give an example of a time you had to manage conflicting priorities. 
• Describe a process you have used to check the progress of your tasks/projects. 
• Tell me about a time you failed to meet an objective/deadline. 
• Give an example of a time when you had to change your plans. 
• Describe a situation where you had to re-prioritise your tasks in relation to changing business requirements/strategic needs. 
• Tell me how you have handled a major task. 
• How do you manage your daily workload? 
• In your current role, how do you manage your time to achieve your objectives? 
• What common obstacles do you encounter in your role, and how do you overcome them to achieve your objectives? 
• Give me an example of a time you encountered problems in planning and solution you proposed. 

Leadership and development:

• Tell me how you manage the development of others. 
• How do you use the development tools available to you? 
• Have you ever discovered your staff/team were not performing to your standards? What did you do about it? 
• How have you motivated slow or challenging team members? 
• Have you ever observed team members deviating from the standards or practices you expected of them? What approach did you take? 
• Tell me about a time you had to deliver feedback to a colleague/subordinate. 
• Tell me of about a time when you had to work with someone with less experience than yourself. 

Influencing:

• How have you persuaded a manager or leader to follow your suggested course of action? 
• Describe a time you had to enlist the help of another department or group to complete a piece of work. 
• Describe an occasion when you needed to adopt a new approach to get agreement from others. 
• Tell me about a time you found it very difficult to get the agreement of others to an important proposal. What approach did you take? 
• Tell me about a time you have won someone round to your way of thinking. 
• Have you ever had to adapt your working style to achieve results with a difficult individual or group? 

Using data effectively:

• Give an example of a time you had to gather and interpret information. 
• Tell me about a time you used data to inform a decision. What approach did you take, and what conclusion did you come to?  
• Give an example when you used data to identify opportunities for business development - how did you arrive at your conclusion? 
• What data sources do you currently use within your role? How do you assess your sources of information? 

Providing excellent customer service:

• What steps have been taken to ensure your team/service meets customer requirements? 
• Describe a time you went above and beyond to provide a customer with an exceptional experience. 
• Describe a service you provided that delighted a customer. 
• Give me an example of a customer complaint you dealt with effectively. 
• Give an example of bringing a customer problem to a satisfactory conclusion. 
• Tell me about a time a customer provided feedback on a service you provided – positive or negative. What was the outcome?? 

Attention to detail:

• Describe a time you made a mistake – what happened, and what did you do to remedy the situation? 
• Tell me how you ensure that you and your team’s work is of a high quality? 
• Tell me about a piece of work you produced where accuracy was essential. 
• Describe how you check your work for accuracy. 
• How do you ensure all aspects of your work are completed satisfactorily? 
• How do you confirm your work is accurate? 
• What’s your process for checking your team’s work is correct? 

Self-motivation:

• What do you do to deliver your unit’s goals? 
• Tell me about a time when you delivered something that you felt proud of. 
• Give an example of a time when you had to strive hard to achieve an important objective. 
• Tell me about a time when you were working hard but didn’t seem to be making progress. What steps did you take? 
• Tell me about a challenging piece of work you have faced. How did you maintain a positive mindset? 
• Tell me about a difficult goal you have set yourself. 

Leading others:

• Tell me about a time you led a team of people. 
• Tell me about a success your team shared. 
• Describe how you establish priorities and activities within your team. 
• Tell me about a time you had to manage a team tackling a difficult situation. 
• Tell me about an occasion when you had to gain the co-operation of people who didn't work for you. 
• How do you set objectives for your team? 
• What problems and successes have you experienced when delegating tasks? 
• In what ways have you motivated those around you to achieve team goals? 

Adapting to change:

• Tell me about a time when you've personally had to handle significant change. 
• Tell me how you have accommodated business change in your unit's activities. 
• Describe a time when pressure threatened your ability to work effectively. 
• Tell me about an occasion when you felt under pressure. 
• Tell me about a time when interruptions from others have affected your work. 

Strategic thinking:

• Tell me how you find out about developments within your industry or marketplace. 
• Tell me how your unit's strategy aligns with organisational goals and values. 
• Tell me how you have gone about planning for the future of your unit/ department. 
• Describe a strategic change you have recently implemented. 
• Tell me or a time when you have influenced strategy. 
• How do you keep up to date with current legislation and how it impacts the company and, more specifically, your job? 
• Making good decisions 
• Tell me about the hardest work-related decision you have had to make recently. 
• Tell me about a time you had to make a decision that you knew would be unpopular. 
• Tell me about a time you needed to consult with others before making a decision. 
• Tell me about a time you had to justify a decision you made. 
• What are the most important decisions you have to make regularly in your job?  
• How do you evaluate multiple options before making a decision? 

Technical expertise:

• What relevant technical expertise do you bring to this role, and how would you evidence this? 
• Tell me about a recent technical challenge you needed to resolve. What steps did you take? 

Communication:

• Give an example a time you had to explain a complex idea to someone with little experience in that area. 
• Tell me about a time when you have had to communicate with a more senior colleague. 
• Tell me about a time when you have had to give an important presentation to an individual or group. 
• How would you communicate a complicated concept to people of different levels of seniority within your organisation? 

Learning and development:

• Tell me about a time your learned something unexpected. How did you apply your learnings? 
• Give an example of a time you improved your knowledge within a particular area of your role.  
• How do you ensure you are continually improving within your role? 
• What approach do you take to personal development? 

How can you succeed in a competency-based interview? 

When participating in a competency-based interview, here are some tips that can set you up for success. 

Be specific: Avoid vague language like “we usually…” or “I always…” Focus on a single, real-life example.
 

Focus on your role: Don’t say “we did…” unless you’re clarifying your part in story. 
 

Keep it structured: Use the STAR method to avoid rambling or forgetting key details. 
 

Don’t skip the result: Interviewers want to know what impact you made and what you learned. 
 

Look at example questions: One example can be used to demonstrate several competencies. Look at example competency-based questions, and think carefully about how your experience could be relevant. 
 

Practice out loud: Saying your answers aloud helps you speak naturally and spot gaps. 
 

Don’t be intimidated by note taking: Remember, interviewers often take notes using the STAR headings. Don’t be thrown off – they are just documenting your answers so they can keep an accurate record. 
 

Final thoughts  

Competency-based interviews are your chance to prove you have the skills to succeed - not just in theory, but in practice. With thoughtful preparation, clear examples, and a structured approach, you can go into the interview with confidence and clarity. 

Start by identifying the key competencies your role. Then prepare compelling examples using the STAR method - and practice until your answers feel natural.