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Assessment Information
The Candidate Experience
The Assessment Centre allows you to demonstrate the skills and capabilities we are looking for in a fully supported environment. Throughout the assessment process, we will ask you to provide us with information about your skills and experiences in relation to the role you have applied for. Our recruitment methodology is based on looking at capabilities – also known as competencies. These capabilities are a set of behaviours, skills and knowledge that can be determinants of job success and focus on what the role for which you’ve applied involves. We have put together the list of capabilities below, which we see as being fundamental to your success in the role to which you have applied for:
Customer Support Agent:
- Customer Focus
- Managing Own Performance
- Valuing Others
- Business Competence
- Motivation
- Communication
Sales Agent:
- Customer and Sales Focus
- Accountability
- Objection Handling
- Adaptability
- Motivation
- Communication
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Assessment Process
Stage 1 – The first stage of the assessment process is to complete an initial telephone screen. This will last approximately 10 minutes and is used to gather specific information on your skills and experience. This stage provides an opportunity to find out more about the vacancies on offer and our NRG resource team will be more than happy to answer any questions you may have. We will also need to capture a minimum of 5 years employment history, therefore it may be useful to have your CV to hand when completing your initial screen. If you are successful at stage one you will be progressed through to the British Airways online application process.
Stage 2 – The second stage of the assessment process is to complete the British Airways online application process. Within this stage you will be required to complete your personal details, upload your CV and answer 3 short screening questions, relevant to the role you are applying for. If you are successful at stage 2 you will be invited to complete a telephone interview.
Stage 3 – The third stage of the assessment process is to complete a telephone interview which will last approximately 30 minutes. Within this stage we will look at your motivation, along with 5 competency based questions, which will allow us to assess your suitability for the role.
What is a competency based question? - A question wherein you are required to talk about a previous experience in which you have demonstrated the use of a particular behavior i.e. customer service skills.
If you are successful at this stage you will be invited to attend an assessment centre at British Airways.
Final Stage - Congratulations! If you have reached this stage of the assessment process, you will now have the opportunity to find out more about British Airways and the role in which you have applied for. You will be required to go through an assessment process, which lasts approximately 2½ to 3 hours and consists of the stages below:
Welcome to British Airways – British Airways and NRG assessors will welcome you onsite and collect the relevant ID (passport, proof of NI number and 4 passport sized photographs).
Computer Evaluation – You will be required to sit a computer evaluation which will last approximately 30 minutes, and will assess your listening and keying, visual accuracy and customer service skills
Competency Based Interview – this will last approximately 30 minutes and will consist of a series of competency based questions, designed to assess your ability to do the role.
British Airways Presentation and Tour – The BA presentation and tour will last 45 minutes and will allow you to develop a greater insight into British Airways and find out more about the role you are applying for. This is also a great opportunity to ask any questions you may have.
Role Play Exercise – Role plays usually involve an assessor acting as your client or customer in a simulation of a negotiation exercise, interview or performance appraisal, for example. You will be fully briefed on a scenario similar to one you may experience in British Airways.
Preparation Tips
We understand that everyone is nervous, we've all been there!
The key to calming those nerves is preparation, so why not take a look at our Preparation Tips
Post Assessment
Once you have completed the assessment you will be notified of the outcome by phone and e-mail within 5 working days. If you are successful at assessment your offer of employment will be subject to a full 5 year reference check. Our assessment team will keep you fully up to date throughout the recruitment process and should you have any queries you can call our recruitment line on 0845 362 8582
Good Luck!
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