Check the sample competency-based, behavioural, and situational interview questions tailored to an NHS Administrative Assistant (Admin Officer / Admin Support) role — with strong example answers.
1. Competency-Based Questions
Focus: skills such as communication, organisation, teamwork, patient focus, and confidentiality.
Q1: “Give an example of when you had to manage competing priorities.”
Competency: Organisation & time management
Sample Answer (STAR):
Situation: In my previous admin role, our department had a backlog of referrals while also preparing for an audit.
Task: I needed to prioritise both tasks without delaying patient processing.
Action: I reviewed deadlines, categorised tasks by urgency, and created a schedule. I also communicated with the team so everyone knew the plan.
Result: The referrals were processed within the required timeframe, and we passed the audit with positive feedback on our organisation.
Q2: “Tell me about a time you provided excellent customer or patient service.”
Competency: Patient focus / customer service
Sample Answer (STAR):
Situation: A patient called distressed because their appointment letter had not arrived.
Task: My job was to resolve the issue quickly and reassure the patient.
Action: I confirmed their details, checked the system, reissued the appointment letter via email, and arranged for reception to expect them.
Result: The patient later thanked the team for the support and attended the appointment without further issues.
Q3: “Describe a time you worked effectively as part of a team.”
Competency: Teamwork
Sample Answer (STAR):
Situation: During staff shortages, our admin team had to cover extra clinics.
Task: We needed to ensure all clinics ran smoothly with limited staff.
Action: I offered to take on additional tasks such as managing incoming calls and printing clinic lists. We divided responsibilities and communicated frequently throughout the day.
Result: All clinics were fully covered, and patient waiting times were unaffected.
2. Behavioural Questions (Past Actions)
Focus: “Tell me about a time when…”
Q1: “Tell me about a time you dealt with confidential information.”
Sample Answer (STAR):
Situation: In my role handling HR queries, I managed staff records containing sensitive data.
Task: Ensure information was secure and only accessible to authorised staff.
Action: I followed data protection guidelines, locked files away, used password-protected systems, and checked ID before discussing information.
Result: We passed our internal information governance audit with no issues.
Q2: “Describe a time you had to deal with a difficult colleague or stakeholder.”
Sample Answer (STAR):
Situation: A clinician regularly submitted incomplete clinic forms, which delayed processing.
Task: Address the issue professionally.
Action: I arranged a polite conversation, explained the impact on administrative workflows, and offered a simplified checklist.
Result: The forms became consistent and accurate, improving turnaround time.
Q3: “Tell me about a mistake you made and how you handled it.”
Sample Answer (STAR):
Situation: I once booked a patient into the wrong clinic session.
Task: Resolve it quickly while maintaining professionalism.
Action: I informed the patient, apologised, found the correct slot, and notified the clinician. I then reviewed my process to reduce booking errors.
Result: The patient attended the correct appointment, and I improved my accuracy in future bookings.
3. Situational Questions (Hypothetical)
Focus: “What would you do if…”
Q1: “How would you respond if a patient became upset or frustrated at reception?”
Sample Answer (SOAR):
Situation: A patient is upset due to a long wait.
Objective: De-escalate and support them.
Action:
- Stay calm and use empathetic communication.
- Acknowledge their feelings (“I understand this is frustrating”).
- Check the appointment status and explain the delay clearly.
- Offer options, such as rescheduling or providing updates.
Result: This usually reassures patients and helps them feel listened to.
Q2: “What would you do if you noticed a data entry error in patient records?”
Sample Answer:
I would double-check the information, correct the error according to the system process, and document the change if required. If the error could affect patient care, I would inform the relevant clinician or manager immediately. I would then review the process to prevent future mistakes.
Q3: “What would you do if you had several urgent tasks from different clinicians at once?”
Sample Answer:
I would quickly assess which tasks were truly urgent based on impact on patient care and deadlines. I’d communicate expectations clearly—letting each clinician know the order I was working in. If necessary, I’d escalate to a supervisor for guidance. This ensures transparency and fairness while meeting priorities.
Now you can easily understand how to answer each of the questions in which method. Try to practice the STAR and SOAR methods in your answers and be prepared to identify the mode of question.
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