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Legal Contact Centre SJT

This Situational Judgement Test presents realistic workplace scenarios for client-facing roles within a legal contact centre setting, asking candidates to judge how they would respond to each situation.

As with iTestHub's other SJTs, candidates are typically presented with a series of scenarios and asked to choose the most and least appropriate response from the options given; most SJTs of this kind are untimed and take around 10-15 minutes to complete. Results support recruitment decisions through test scores, behavioural interpretation and structured interview guidance.

Duration
Approximately 15 minutes
Untimed
Scenarios
16
Format
Video scenarios
Competencies
Approachable & Caring, Pioneering & Imaginative, Tenacious & Efficient, Professional Integrity

Try a sample question

These are the practice questions a candidate sees before the Legal Contact Centre SJT starts. Have a go — the answer and an explanation appear after each one. Nothing is recorded.

Transcript of the scenario

You hear a colleague talking to a customer. They are discussing the cost of a product and in a direct tone, your colleague says, “that’s the price” and that they are unable to do anything about it. Staff should always be helpful and polite with customers. At the same time, your colleague has been somewhat preoccupied of late. How would you tackle this?

Select the response you believe is MOST appropriate and the response you believe is LEAST appropriate.

MostLeast
Talk with your colleague, clearly outlining how they can do things differently when talking with customers
Gently find out if anything is worrying them, while openly setting out your expectations of positive customer service
Hold off giving them direct feedback on this occasion, but quickly make sure they observe how you handle a similar conversation
Ask your colleague to join you for a coffee so you can assess their emotional state and offer some support if needed
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