CLIENT CARE

Question 1

What KPIs might you agree with a client to monitor performance?

Answer 1

Project Timeline Adherence

Budget Compliance

Key report or appraisal milestones

Question 2

Tell me about the different stakeholders you have come across in your role

Answer 2

Various clients - Developers / Local authorities.

Sub / co-consultants such as planning consultants.

Architects / QS

Question 3

Tell me about an example of when you have provided a high standard of service to a client.

Answer 3

Provided clear and high quality communication - updating clients on progress.

Provide insightful knowledge on financial appraisals / viability to aid clients in different scenarios.

Question 4

How have you dealt with an unrealistic client deadline?

Answer 4

I addressed an unrealistic client deadline by clearly communicating the challenges, proposing a revised timeline, and collaboratively negotiating a feasible solution.

Question 5

Explain what BS EN ISO 9004 relates to.

Answer 5

Provides guidelines for improving organisational performance and achieving sustained success through a quality management (QA) approach.

Question 6

How have you set up communication systems with a client and stakeholders?

Answer 6

By establishing regular meetings, using project management tools for updates, and creating clear channels for feedback and queries.