Role profile library
Predefined role profile
Customer service representatives
The behaviours this profile measures, drawn from the great{with}talent job library and occupational research. Download the full competency-based interview guide to assess them.
The full interview guideCompetency-based questions, follow-up probes and a 1–5 rating form for each behaviour — ready to print or run on screen.
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Behaviours assessed — 5 priority competencies
1
Customer Focus
Builds effective customer relationships to ensure needs and expectations are understood. Understands the importance of the customer to the business, seeking regular feedback whilst being prepared to say no when needed.
Why this matters for Customer service representatives: The Skills England Customer Service Practitioner Apprenticeship Standard places 'customer needs' first in knowledge and 'deliver excellent service' first in skills. Customer Focus is the entire purpose of the role — understanding needs, delivering against them, building service relationships.
2
Resilience
Remains calm and maintains a positive attitude when faced with difficult circumstances. Thrives under pressure, remaining focused despite distractions. Quickly recovers from setbacks.
Why this matters for Customer service representatives: The Standard's named behaviour 'right first time' implies sustained pace and accuracy under volume. Difficult customers, complaint volume, queue/call pressure, SLA discipline. Maintaining steady service quality across hundreds of interactions is the daily test.
3
Influencing and Persuading
Presents simple, impactful messages in a compelling manner. Changes their emphasis and approach to address resistance, focusing on the value their ideas will bring different stakeholders. Confidently negotiates effective outcomes.
Why this matters for Customer service representatives: The Standard names 'influence the customer' explicitly as a skill, and the Specialist Standard adds 'dispute resolution'. Persuading angry or unreasonable customers to a constructive outcome is a real, named differentiator of the competent CSR from the average one.
4
Dependability
Conscientious and thorough in their approach to work, delivering what they promise to the necessary standard. Behaves in line with the organisation’s values and ethical principles.
Why this matters for Customer service representatives: The Standard's named behaviours include 'open to feedback' and 'right first time'; cash/transaction accuracy, system discipline, reliable shift attendance for cover. Service teams run on people being where they said and doing what they said.
5
Collaborative Working
Looks to understand others’ perspectives and objectives. Respects different styles/approaches, whilst adapting their own style to enable them to work effectively with others.
Why this matters for Customer service representatives: The Standard's named behaviour 'team working' reflects shift coordination, escalation pathways, knowledge sharing. CSRs rarely work in isolation; the team handles overflow, complex cases, and continuous improvement together.