Client Care (Level 2)

Question 1

Tell me about an example of how you have provided good client care.

Answer 1

Defra strategic review – provided regular updates to senior leadership.

Anticipated queries by preparing clear briefing packs.

Managed expectations around timescales where ALB data was delayed.

Ensured client confidence was maintained through transparency and reasoned advice.

Question 2

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

Answer 2

During the North East Strategic Review, I co-ordinated multiple stakeholders.

Delivered a concise options appraisal supported by robust data.

Ensured reports were professionally structured, aligned to RICS standards.

Feedback was positive – client noted advice was both actionable and timely.

Question 3

How have you dealt with an unrealistic client deadline?

Answer 3

Faced with missing ALB data for a property search.

Flagged the issue early → explained why deadline was not achievable.

Proposed a revised timeline, showing dependency on third-party inputs.

Maintained trust by being upfront and solution-focused.

Question 4

How have you dealt with unrealistic client expectations?

Answer 4

Example: Client initially expected savings without service reduction.

Clarified what was realistic via benchmarking and scenario analysis.

Provided clear options → risks, benefits, trade-offs.

Reframed expectations into deliverables aligned with budget and policy goals.

Question 5

What approach have you taken with a non-technical lay client?

Answer 5

Simplified technical detail into plain English.

Used visuals (maps, charts, dashboards) to explain property options.

Avoided jargon, focusing on outcomes (e.g. cost savings, sustainability).

Ensured client left conversations with clarity and confidence.

Question 6

What approach have you taken with a client with a high level of property knowledge?

Answer 6

With Defra Property Board, used technical language and strategic comparables.

Presented IRR/NPV calculations and estate utilisation benchmarks.

Focused on the evidence base rather than simplifying detail.

Tailored engagement to respect client expertise.

Question 7

How have you established a client’s objectives?

Answer 7

Held structured inception meetings with senior leadership.

Asked probing questions on operational, financial, and ESG drivers.

Cross-checked stated objectives with wider departmental strategy.

Documented objectives clearly to inform the scope and brief.

Question 8

How have you confirmed a client’s brief?

Answer 8

Summarised agreed requirements into a written brief.

Circulated to stakeholders for sign-off.

Ensured inclusions/exclusions were explicitly recorded.

Used as the foundation for ToE and later project decisions.

Question 9

How have you established a scope of services?

Answer 9

Defined outputs (reports, analysis, workshops) at project outset.

Checked alignment with my competence and PI cover.

Flagged where specialist inputs (valuation/engineering) were required.

Recorded in the Terms of Engagement.

Question 10

How have you calculated fees for professional services?

Answer 10

For consultant procurements, benchmarked against CCS framework rates.

Considered project complexity, time input, and resource requirements.

Ensured transparency to client by presenting fee structure with rationale.

Question 11

How have/ would you compiled an appointment document?

Answer 11

Used RICS Standard Form of Consultant’s Appointment (2022).

Completed schedules for scope, fees, liability limits, and insurance.

Confirmed no conflicts before issue.

Ensured document was signed and retained on file.

Question 12

How have you established project stakeholders and their status within a project?

Answer 12

Mapped stakeholders at inception using a power-interest matrix.

Identified senior leadership as key decision-makers.

ALBs and estates teams recognised as information providers.

Communities/end users captured as consultees.

Question 13

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

Answer 13

Agreed reporting frequency (monthly board updates, weekly check-ins).

Used MS Teams as central collaboration tool.

Issued structured minutes and action logs after meetings.

Ensured all parties had clear points of contact.

Question 14

How have you issued reports to a client?

Answer 14

Formal written reports in line with RICS standards.

Clear executive summary → supporting appendices with data.

Circulated electronically and presented verbally at board meetings.

Ensured audit trail by storing securely on Defra systems.

Question 15

How have you dealt with a complaint?

Answer 15

Example: stakeholder felt excluded from an options review.

Actively listened to their concerns.

Explained process transparently and invited them to input at next stage.

Defused issue quickly, no escalation to formal complaint.

Question 16

How have you measured KPIs?

Answer 16

Used agreed KPIs such as utilisation, cost savings, ESG performance.

Tracked against baseline and milestones.

Reported progress monthly, highlighting areas for corrective action.

Question 17

How have you analysed data gathered through client briefing and formulated a detailed brief?

Answer 17

Collected inputs via workshops, surveys, and ALB data.

Analysed against estate benchmarks and operational requirements.

Synthesised into a clear, prioritised client brief.

Validated with stakeholders before progressing.

Question 18

How do you confirm there are no conflicts of interest?

Answer 18

Carried out RICS-mandated conflict checks.

Reviewed existing and past relationships.

Recorded outcome in project file.

Where potential conflict → sought client’s informed consent or declined.

Question 19

Strategic review – what information were you relying on?

Answer 19

Data from ALBs on property use and requirements.

Estate condition surveys and financial running costs.

Staff travel survey outputs.

Benchmarked against government property strategy.

Question 20

How did you communicate the delay to your client?

Answer 20

Early and transparent notification.

Explained dependency on ALB inputs.

Outlined implications for programme delivery.

Proposed options for revised timeline.

Question 21

How did you reach agreement on a revised timescale?

Answer 21

Presented realistic alternatives with pros/cons.

Negotiated based on what could be delivered with existing data.

Reconfirmed milestones and reporting points.

Secured formal sign-off to avoid ambiguity.

Question 22

What steps did you take to ensure you could meet the revised timescale?

Answer 22

Re-prioritised workload and reallocated resource.

Scheduled regular check-ins with ALBs to secure missing data.

Built in contingency time for further slippage.

Delivered revised outputs on time and to required quality.