Customer Service Adviser Behaviour Statement Examples

AO Civil Service behaviour statements for Customer Service Adviser applications

Customer Service Adviser behaviour statements should show practical AO-level action. The best examples focus on a real service problem and make your personal judgement clear within the 250-word limit.

The behaviours used in a vacancy vary. For customer-facing AO roles, Managing a Quality Service and Communicating and Influencing are especially common themes. Working Together and Delivering at Pace also fit much of the day-to-day work.

Return to the Civil Service Customer Service Adviser Applications hub for the wider application guide.

How to structure a 250-word AO behaviour statement

Keep the situation short. State your responsibility and spend most of the words on what you personally did. Explain any check, decision or communication choice that mattered. Finish with a concrete result.

A strong AO statement should sound like hands-on service delivery. Show ownership within your authority and sensible escalation where the issue needs a manager or specialist.

Common behaviour statement mistakes

• Using most of the word count to describe the customer or background.
• Saying you stayed professional without explaining how you changed the situation.
• Using we throughout the action section so the assessor cannot see your contribution.
• Claiming authority that would normally sit with a manager or specialist.
• Giving a vague result such as the customer was happy when a clearer service result is available.

Members can continue for twelve complete AO Customer Service Adviser behaviour statements across four behaviours, each written within the 250-word limit and followed by a short scoring explanation.