NCHA Interview Prep Key Points

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Questions and Answers

What are the 5 core values of NCHA?

  • Caring, Learning, Engaging, Accountable, Respectful
  • Caring, Learning, Enthusiastic, Accountable, Resilient (correct)
  • Caring, Learning, Motivated, Accountable, Resilient
  • Caring, Learning, Enthusiastic, Adaptable, Resilient

What is the NCHA mission statement?

Homes and Support by people who care.

What is the NCHA vision?

More homes, great service and better lives

NCHA has been around since 1973.

<p>True (A)</p> Signup and view all the answers

What is the name of the award that NCHA has won multiple times?

<p>Great Place to Work</p> Signup and view all the answers

NCHA's EDI policy prioritizes social responsibility.

<p>True (A)</p> Signup and view all the answers

Which of the following groups does NCHA support?

<p>Mental health, learning disabilities, domestic abuse, and vulnerable young people (C)</p> Signup and view all the answers

What are the 4 key facts to remember about NCHA?

<p>Established in 1973, over 1200 employees, house more than 20,000 people, own and manage over 10,000 homes. (C)</p> Signup and view all the answers

NCHA values include being 'respectful' in addition to the other values?

<p>False (B)</p> Signup and view all the answers

Which of the following is NOT a key skill for a customer service role at NCHA:?

<p>Extensive knowledge of the financial sector (A)</p> Signup and view all the answers

NCHA values working in a hybrid work environment.

<p>True (A)</p> Signup and view all the answers

What is the key skill 'Customer Service Excellence' focused on?

<p>All of the above (D)</p> Signup and view all the answers

What is the key skill 'Continuous Improvement' focused on?

<p>All of the above (D)</p> Signup and view all the answers

What is the key skill 'Problem-solving and Judgement' focused on?

<p>All of the above (D)</p> Signup and view all the answers

What is the key skill 'Attention detail and accuracy' focused on?

<p>All of the above (D)</p> Signup and view all the answers

NCHA values are 'Caring, Learning, Enthusiastic, Accountable, Resilient'

<p>True (A)</p> Signup and view all the answers

What are the 5 NCHA CLEAR values?

<p>Caring, Learning, Enthusiastic, Accountable, Resilient.</p> Signup and view all the answers

What are some examples of key skills mentioned in the flashcards demonstrating experience in a fast-paced contact center environment?

<p>Handling high call/contact volumes, quick problem-solving, time management, adaptability to changing priorities, clear communication, conflict resolution, multitasking, resilience, teamwork, knowledge sharing, and accuracy.</p> Signup and view all the answers

What are some examples of key skills mentioned in the flashcards that enable someone to manage time effectively in a hybrid work environment?

<p>Using tools like calendars and task management apps, prioritizing tasks, allocating specific times for focused work, meetings, and breaks, regularly updating teams on progress, adapting to changing priorities, self-discipline, and setting boundaries for work-life balance.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate experience in going above and beyond to ensure customer satisfaction?

<p>Customer focus, problem-solving, empathy, communication, proactivity, resilience, teamwork, and time management.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate how to ensure vulnerable customers receive the support they need?

<p>Identifying vulnerability, active listening, tailoring support, escalating when necessary, following up to ensure resolution, and using knowledge of policies and procedures to handle sensitive situations.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate how to handle difficult or upset customers?

<p>Patience, empathy, active listening, conflict resolution, problem-solving, clear communication, resilience, professionalism, and follow-up.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate effective communication with customers, especially when dealing with complex issues?

<p>Active listening, clarity, empathy, conflict resolution, adaptability, and problem-solving.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate how to identify opportunities for improvement in customer service processes?

<p>Analytical thinking, customer feedback, observation, collaboration, proactivity, and attention to detail.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate staying motivated and developing skills in a customer service role?

<p>Self-motivation, continuous learning, resilience, adaptability, goal-setting, and customer focus.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate ensuring first contact resolution when dealing with customer queries?

<p>Active listening, problem-solving, product and process knowledge, clear communication, attention to detail, and a proactive approach.</p> Signup and view all the answers

What are some examples of the key skills mentioned in the flashcards that demonstrate ensuring accuracy and attention to detail in work?

<p>Thoroughness, organization, focus, process adherence, problem-solving, and technology proficiency.</p> Signup and view all the answers

What is an example of how personal values and work ethic align with NCHA's core values?

<p>An employee's personal values of integrity, customer focus, and teamwork align with NCHA's core values because they demonstrate a commitment to treating customers and colleagues with respect, providing excellent service, and working collaboratively to achieve shared goals.</p> Signup and view all the answers

What are some examples of how an employee can demonstrate their commitment to NCHA's values?

<p>By always striving to provide excellent service, valuing learning and development, maintaining a positive attitude, taking ownership of their work and actions, and demonstrating resilience when faced with challenges.</p> Signup and view all the answers

What kinds of skills are necessary to be successful in a customer service role at NCHA?

<p>A blend of interpersonal, communication, problem-solving, and technical skills are necessary for success in a customer service role at NCHA. These skills include empathy, active listening, clear communication, conflict resolution, problem-solving, organization, attention to detail, and proficiency in various systems.</p> Signup and view all the answers

Flashcards

NCHA VALUES

Caring, Learning, Enthusiastic, Accountable, Resilient values that guide NCHA's work.

Caring

We care about what we do and the way we do it.

Learning

We learn, improve and change to deliver a great service.

Enthusiastic

We are engaged and motivated to make a difference.

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Accountable

We are answerable for what we do and don't do.

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Resilient

We are ready to respond to opportunities and challenges.

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NCHA Mission Statement

Homes and Support by people who care.

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NCHA Vision

More homes, great service and better lives.

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NCHA EDI

The nature of the work means social responsibility underpins everything they do.

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Customer Service Excellence

Experience of outstanding customer service in a busy environment.

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Communication Skills

Excellent skills needed for clear and respectful dialogue.

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Problem-Solving

Ability to resolve customer queries effectively and efficiently.

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Attention to Detail

Ensuring accuracy in administrative processes and systems.

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Commitment to CLEAR Values

Ability to model NCHA's values: Caring, Learning, Enthusiasm, Accountability, Resilience.

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Identify Vulnerability

Recognizing signs of customer distress or need.

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Handling Difficult Customers

Skills to maintain professionalism and resolve issues effectively.

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Continuous Improvement

Seeking out and recommending enhancements to processes for customer benefit.

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First Contact Resolution

Resolving customer queries in the first interaction.

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Team Collaboration

Working with others to achieve the best customer outcomes.

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Managing Time in Hybrid Environment

Using tools and strategies to prioritize tasks and maintain productivity.

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Customer Focus

Understanding and addressing the customer's needs and emotions.

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Self-Improvement

Engaging in personal development to enhance skills and service.

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Clear Communication

Using simple language to convey information effectively.

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Customer Feedback

Listening to customers to improve services and address issues.

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Adapting to Change

Flexibility in responding to new processes and customer needs.

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Conflict Resolution

De-escalating tensions and resolving misunderstandings with customers.

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Proactive Support

Taking initiative to assist customers before issues arise.

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Customer Satisfaction

Ensuring customer needs are met efficiently and effectively.

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Empathy in Service

Understanding a customer's feelings and perspective.

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Accuracy in Work

Ensuring careful attention to detail and processes for reliability.

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Integration of Personal Values

Aligning personal ethics with company values in practice.

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Study Notes

NCHA Interview Preparation - Key Points

  • NCHA Values: Caring (doing our work with care), Learning (improving service through learning), Enthusiastic (motivated and engaged), Accountable (responsible for actions), Resilient (responding to challenges & opportunities)

  • NCHA Mission: Homes and Support by people who care.

  • NCHA Vision: More homes, great service, better lives.

  • NCHA Awards & Recognition: 2024-2025 "Great Place to Work" award, 77% employee satisfaction, 89% feeling fairly treated regarding race, 86% feeling welcomed.

  • NCHA Social Responsibility: EDI (Equality, Diversity, and Inclusion) is crucial, encompassing various services for various demographics - mental health, learning disabilities, domestic abuse, vulnerable youth, elderly, homelessness, etc.

  • NCHA Facts: Established since 1973, over 1200 employees, houses over 20,000 people, and manages over 10,000 homes.

Key Skills for NCHA Customer Service Roles

  • Customer Service Excellence: Excellent customer experience, first-time resolutions, customer champion experience, diverse customer backgrounds, KPI achievement, priority for vulnerable customers, hybrid working efficiency.

  • Communication & Conflict Resolution: Strong communication, tact, diplomacy, conflict resolution (de-escalation), collaboration across teams, reducing complaints, high first contact resolution, solving queries efficiently, identifying improvement opportunities.

  • Continuous Improvement: Identifying service enhancements, self-development/coaching/training, recommending process improvements.

  • Problem-Solving & Judgement: Accurate diagnosis, using knowledge bases, recommending process changes, effective judgment for customer solutions, ensuring value for customers.

  • Administrative Skills & IT Proficiency: Accurate job logging, preventing repeat contacts, accurate record-keeping, and proficient use of IT systems.

  • Commitment to NCHA Values: Modeling caring, learning, enthusiastic, accountable, and resilient behaviors.

Core Interview Skills & Examples

  • Fast-Paced Contact Centre Experience: High call volumes, quick resolutions, time management, adaptability, communication under pressure, conflict resolution, multitasking, resilience, teamwork, accuracy.

  • Hybrid Working: Using organization tools (calendars, task management apps), prioritizing tasks (urgent vs. important), time blocking, communication regularity, flexible adjustments, self-discipline, work-life balance.

  • Going Above and Beyond for Customers: Customer-centric approach, problem-solving initiatives, empathy, communication, proactivity, resilience, teamwork, time management.

  • Essential Customer Service Qualities: Empathy, clear communication, patience, problem-solving, adaptability, positive attitude, resilience, teamwork.

  • Vulnerable Customer Support: Identifying vulnerability, active listening, tailored support, escalation when needed, follow-up, professional conduct, and training.

  • Handling Difficult Customers: Patience, empathy, active listening, conflict resolution, problem-solving, clear communication, maintaining composure, professionalism.

  • Collaboration: Teamwork, customer focus, communication, problem-solving, initiative.

  • Effective Communication (complex issues): Active listening, clarity, empathy, conflict resolution, adaptability, problem-solving.

  • Process Improvement: Analytical thinking, customer feedback analysis, observation of trends, collaboration, proactivity, and attention to detail.

  • Motivation & Skills Development: Self-motivation, continuous learning, resilience, adaptability, goal setting, customer focus.

  • First Contact Resolution: Active listening, problem-solving, product/process knowledge, clear communication, attention to detail, proactivity.

  • Thinking on Your Feet: Quick thinking, problem-solving, adaptability, customer focus, communication, resilience.

  • Accuracy & Attention to Detail: Thoroughness, organization, focus, process adherence, problem-solving, and proficiency with technologies.

  • Personal Values Alignment: Alignment with NCHA values, commitment, reliability, customer focus, teamwork, integrity, adaptability, and continuous improvement along with respect.

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