Competency-based interviews are standard in the UK, Ireland, Australia and many international organisations, including the NHS, the Civil Service, councils, banks and graduate schemes. Each question asks for a real example of a skill (a "competency") the job requires. This guide lists the most common competency questions by skill, explains what interviewers look for, and shows how to structure strong answers.
What is a competency-based interview?
Instead of hypothetical questions ("What would you do if..."), competency questions ask what you have done: "Tell me about a time when...". Interviewers usually score your answers against the competencies in the job description or person specification, often on a numbered scale, using evidence of what you personally did and the result.
The best way to answer is the STAR method: Situation, Task, Action (most of your answer) and Result.
Common competency-based interview questions by skill
Teamwork
- Tell me about a time you worked as part of a team to achieve a goal.
- Describe a situation where you had to work with someone difficult.
- Give an example of when you supported a colleague who was struggling.
Communication
- Tell me about a time you explained something complex to someone without your background.
- Describe a time you had to deliver bad news.
- Give an example of when you had to persuade someone to change their mind.
Problem solving and decision making
- Describe a problem you solved in an unusual or creative way.
- Tell me about a decision you made with incomplete information.
Customer focus
- Tell me about a time you dealt with a dissatisfied customer.
- Give an example of going beyond what was expected for a customer or service user.
Organisation and prioritising
- Describe a time you had several deadlines at once. How did you manage them?
- Tell me about a time you had to change your plans at short notice.
Leadership
- Tell me about a time you led a team through a challenge.
- Describe a time you had to give difficult feedback.
Resilience and adaptability
- Tell me about a time you made a mistake. What did you learn?
- Describe a period when you were under significant pressure.
Example answer (customer focus)
Question: Tell me about a time you dealt with a dissatisfied customer.
Situation: While working on the customer service desk at a supermarket, a customer complained that an online order had arrived with several items missing for the second week running.
Task: I needed to resolve the problem that day and make sure it did not happen again.
Action: I listened without interrupting, apologised, and checked the order history. I arranged an immediate refund for the missing items, then spoke to the picking team leader and found that the customer's substitutions setting was being misread. We corrected it, and I called the customer back to explain what had happened.
Result: The customer's next three orders arrived complete, and she later sent positive feedback naming me. My team leader shared the fix with other picking shifts.
Illustrative example; prepare answers from your own experience.
What interviewers look for (and what loses marks)
| Scores well | Loses marks |
|---|---|
| A specific, real situation | "I usually..." or a hypothetical answer |
| "I" statements showing your own actions | "We did..." with no clear personal role |
| A clear result, ideally measurable | Stopping before the outcome |
| Reflection on what you learned | Blaming others |
| Examples that match the job's competencies | Irrelevant or very old examples |
How to prepare in one evening
- List the competencies in the job description or person specification.
- Prepare one strong STAR story for each, plus a back-up for the most important ones.
- Write bullet notes, not scripts, and practise saying each answer in about two minutes.
- Generate practice questions for your role with our free AI Interview Questions Generator, filtering for behavioral questions.
Applying to the NHS, the Civil Service or another public-sector employer? You will usually need a supporting statement as well.
Frequently asked questions
How long should a competency-based answer be?
Usually around 1.5 to 3 minutes. Spend most of the time on the Action and make sure you finish with the Result.
Can I use examples from outside work?
Yes, especially early in your career. Volunteering, education, sport or caring responsibilities can all show competencies.
Is a competency-based interview the same as a behavioural interview?
They are very similar. "Behavioural" is more common in the US and Canada; "competency-based" is the usual UK and Irish term.
What if I cannot think of an example?
Ask for a moment to think. If you still have nothing, offer the closest relevant example and explain how you would apply the lesson.
Conclusion
Competency-based interviews reward preparation. Map the competencies, prepare a true STAR story for each, practise out loud and always finish with the result. For more practice, read how to answer "Tell me about yourself" and our list of questions to ask at the end of an interview.