Careers Questionnaire

Before you apply for a job as an Associate at our Morley contact centre, please take a few minutes to complete this short questionnaire which will help you decide if it’s right for you based on your expressed preferences at work.

For each question you’ll be presented with 2 statements, and you’ll need to choose the one is most like you. You’ll get some initial feedback after each question and some useful information about what it’s like to work for NewDay.

Rest assured that this questionnaire does not form part of the formal assessment process, and we will not record your name or any personal details when you complete it. Please do be open and honest in your responses so we can give you the best advice on whether a job at NewDay is right for you. We know that applying for jobs can be time consuming and stressful, so we want you to be 100% sure that this is the right decision.

The questionnaire isn’t timed but shouldn’t take you more than 10 - 15 minutes to complete.

Question 1

I would prefer a job where:

I get to have a laugh and chat with my work colleagues throughout the day

I can focus on my own work, without getting distracted by my work colleagues chatting to me all the time

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how important this is to you.

Working at our Morley contact centre, you’ll be part of a team of between 12 to 14 Associates. We’re a sociable bunch outside of work hours, hosting lots of social and charity events – we like to think we’re experts at having fun! When you’re at your desk however, we do expect you to prioritise your work, and behave in a professional manner. Naturally it’s fine to speak to colleagues about work, and support each other if someone needs help, but non-work matters should wait until work has finished or you’re on a break away from your desk.

Question 2

I would prefer a job where:

I’m sitting at a desk for most of the day

I spend most of the time moving around

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how important this is to you.

Working at our call centre, most of your time will be spent sitting at a desk, talking to customers on the phone. Naturally you will have breaks during the day and there are various breakout areas and a canteen you can use. For those of you who are more active, as part of our fantastic benefits package we offer all colleagues gym discounts and a cycle to work scheme too!

Question 3

When faced with angry or difficult people how do you tend to respond?

I tend to lose my temper and get frustrated in these sorts of situations

I’m really good at helping to calm down the situation and don’t let my frustrations show

Your response suggests that you’d cope well with this aspect of working at NewDay, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how you’d feel dealing with these types of situations.

There will be occasions where you have to deal with challenging customers who may be angry or even rude to you. Being able to stay calm and deal effectively with those types of situations is an important part of the role.

Question 4

I would prefer a job which involves:

Investigating and solving problems

Undertaking relatively simple and straightforward tasks

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how important this is to you.

Working in our call centre is more varied and challenging than you might initially think. You’ll be dealing with a variety of queries from our diverse customer base, and we’re looking for people with problem-solving skills who will take ownership for addressing customer queries and use their initiative to provide the right solution.

Question 5

When you’ve had a pressurised day at work, how do you respond?

I find it easy to stay positive and motivated

I tend to focus on what went wrong and may need time to get back on track

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how you’d feel dealing with these types of situations.

Like most jobs, sometimes you’ll have days where call volumes may be particularly high, or you’ve had to deal with several difficult customers one after another. We recognise that it’s completely normal to feel the pressure sometimes and to need a bit of a break, but we need our colleagues to face these challenges with a positive attitude and to ensure that they speak to all customers with the same enthusiasm and interest regardless of how difficult their previous call or day has been.

Question 6

I would prefer a job where:

I can change my hours whenever I need to

I have structured working hours and tend to work a set shift pattern that has been agreed with my manager

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how you’d feel dealing with these types of situations.

Before you start at NewDay we’ll ask you what days and times work best for your shift pattern. We offer full time (37.5 hours per week) and part time positions, which will include working one shift at the weekend. Once you’ve agreed a shift pattern with us we’ll need you to commit to these working times. As a business we need to ensure that we have sufficient colleagues to support our customers; our call centres are open 8am, - 9pm Monday – Friday, 9am – 6pm on Saturday and 10pm – 6pm on Sunday, 364 days a year. It’s likely there will be overtime opportunities during busy periods, so do let us know if you’re able to do additional hours too.

Question 7

Working with a computer is something:

That interests me. I’d like the opportunity to learn or improve my computer skills and use a range of different computer systems

Is something I don’t have much experience of or interest in. It’s an area that I need to develop

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how you’d feel working on a computer all day.

You don’t need to be a computer whizz, but we do need people with experience of using computers or a keen interest to learn. Naturally you’ll get training on how to use our in-house systems, but we’ll need you to come equipped with the basics. Many of our Associates have to use several different IT systems simultaneously and be able to navigate between them in order to retrieve and enter customer information, whilst also speaking to the customer at the same time, so multi-tasking is another useful skill to have.

Question 8

I’m looking for a job that:

Is short-term, whilst I work out what I really want to do with my career

Offers a long-term career, with opportunities for development and progression

Your response suggests that you’re interested in a career at NewDay, which is great to hear!

Your response suggests that you’re not fully committed to a career at NewDay. Have a think about your reasons for applying.

When you start at NewDay you’ll initially undergo a training programme with other new joiners, which will equip you with the necessary skills and knowledge. You’ll be assigned a Team Manager whose role is help you to reach your potential by coaching and supporting you, through call listening and regular 1-2-1 sessions. We have a structured development programme, which helps Associates to progress to more senior roles, and there are other opportunities for those Associates who demonstrate the commitment and enthusiasm to succeed, such as secondments, project-based work, and job opportunities within other departments. NewDay invest a significant amount of time and money into our new Associates, so we want to know that you are as committed to us as we are to you.

Question 9

I would prefer a job where:

Things tend to stay fairly constant and my job doesn’t change

Things can change, and I have the opportunity to learn about and do new things

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about how you’d feel dealing with these types of situations.

NewDay is a fast paced and dynamic company, where change is ever present. We’re growing quickly and there are many exciting developments planned in the next few years. We want people who embrace change and understand the benefits for themselves and for customers. From an agent perspective, the types of changes that you can expect to be trained on might include new products and services, new systems or updates to regulatory requirements.

Question 10

Working within the financial sector is:

Something that genuinely interests me, and I understand basic financial concepts (e.g. credit cards, interest rates etc.)

Something I haven’t given much thought to. I find financial concepts a bit confusing.

Your response suggests that this aspect of working at NewDay would suit you, which is great to hear!

Your response suggests that you may struggle with this aspect of working at NewDay. Have a think about if this is something you’re genuinely interested in. Maybe take some time to do a bit of research about it.

NewDay is one of the UK’s biggest credit card providers, with over 5.4 million customers. We need people who are competent when interpreting basic financial data, and who understand and can explain financial concepts to our customers. Naturally we’ll provide you with training on our products and financial legislation, and how to communicate this information to customers, but it’s useful to have a basic understanding before you start. This will help you to empathise with our customers and to ensure you provide them with clear and accurate guidance.

/ 10

Your responses suggest that your preferences and working style are a great match for what we’re looking for – we look forward to receiving your application!

Your responses suggest that your preferences and working style are a fair match for what we’re looking for, but there are a few areas where you might be less comfortable.

Please have another read through the information on the website and think carefully about whether you’re suited to a contact centre role before deciding to apply.

Your responses suggest that there are several areas you might be uncomfortable with, and your preferences and working style may be better suited to alternative working environments and roles.

Please have another read through the information on the website and think carefully about whether you’re suited to a contact centre role before deciding to apply.

View current vacancies

Plese complete the questionnaire or reset your answers.