19 National Express Interview Questions and Answers

When it comes to interviews, every company is different. Some companies focus on behavioral questions, while others focus on technical questions. And then there are companies like National Express, who focus on a mix of both.

If you’re interviewing for a job at National Express, you can expect to be asked a mix of behavioral and technical questions. Behavioral questions will assess your customer service skills, while technical questions will test your knowledge of the National Express application.

To help you prepare for your interview, we’ve compiled a list of sample National Express interview questions and answers.

National Express Interview Process

The interview process at National Express can vary depending on the position you are applying for. However, most positions will require an initial phone screening, followed by a face-to-face interview. For some positions, there may also be a driving assessment and/or a drug test. Overall, the interview process is professional and straightforward.

1. Why do you want to be a bus driver?

This question is a great way to show your passion for the industry. When answering this question, it can be helpful to talk about what drew you to the position and how you plan on making a difference in the lives of others.

Example: “I want to be a bus driver because I love helping people get where they need to go. I’ve always been someone who enjoys being around other people, so driving a bus seems like an ideal job for me. I also enjoy the freedom that comes with driving a large vehicle, as well as the independence of setting my own schedule.”

2. What would you say is the most important thing to keep in mind when driving for National Express?

This question is a great way to assess the applicant’s knowledge of National Express policies and procedures. It also allows you to see how they prioritize their responsibilities. When answering this question, it can be helpful to mention specific rules or regulations that are important for drivers to follow.

Example: “The most important thing to keep in mind when driving for National Express is safety. Drivers must always make sure they’re following all traffic laws and keeping safe speeds. Another important thing to remember is customer service. We need to provide our customers with excellent service at all times. This includes being polite and friendly as well as making sure we have clean vehicles and plenty of supplies.”

3. Give me an example of a time you had to handle a difficult customer and how did you approach it?

This question is a great way to show your problem-solving skills and how you can handle difficult situations. When answering this question, it’s important to be honest about the situation and highlight what steps you took to resolve it.

Example: “I had a customer who was upset because they didn’t receive their tickets in time for their trip. I apologized for the inconvenience and offered them a discount on their next purchase. They were happy with my response and said they would use our service again.”

4. Do you have experience giving directions and information to passengers?

This question is a way for the interviewer to assess your communication skills and ability to work with customers. Your answer should show that you are comfortable speaking in front of groups, can speak clearly and concisely and have experience working with customers.

Example: “I’ve worked as a tour guide at my local museum for the past three years. I give tours on different exhibits and explain the history of the area. I also help visitors find their way around the museum if they get lost or need assistance finding something. I enjoy interacting with people and sharing information about our city.”

5. How would you plan your route if you were given a new destination?

This question is a great way to test your problem-solving skills and how you would apply them in the workplace. When answering this question, it can be helpful to think of a time when you planned a route for yourself or someone else.

Example: “When planning a new destination, I would first look at the map to see what routes are available. Then, I would compare each route to find which one has the least amount of traffic and shortest travel time. If there’s no difference between the routes, I would choose the route that offers more amenities like gas stations and restaurants.”

6. Tell us about a time where you went above and beyond for a customer.

This question is a great way to show your interviewer that you are willing to go the extra mile for customers. It also shows them how you can help their company grow and succeed.

Example: “When I worked at my previous job, we had a customer who was having trouble with his account. He called us several times about it, but he wasn’t getting anywhere. Finally, I offered to meet him in person so I could see what the problem was. When I met him, I realized that he didn’t have enough money on his card to make the purchase. I helped him add more funds to his card so he could complete his order.”

7. Have you ever worked with scheduling before? If so, what was that like?

This question is a great way to see if you have any experience with the type of work National Express does. If you do, it’s also an opportunity for you to talk about what you enjoyed and how that helped you develop your skills.

Example: “I’ve worked with scheduling before in my previous job as a travel agent. I found it very helpful because it allowed me to make sure all clients were getting the best deals on their trips. It was also nice to be able to check in on customers throughout their trip to ensure they were having a good time.”

8. Are you comfortable working with customers who are upset or frustrated?

This question can help the interviewer determine how you handle conflict and whether you have experience resolving customer issues. Use examples from your past to show that you are a problem-solver who is willing to do what it takes to make customers happy.

Example: “I’ve had to work with upset or frustrated customers in my previous role, and I always try to remain calm and empathetic when they’re expressing their concerns. I listen carefully to understand exactly what the issue is and then offer solutions to resolve the problem. In one instance, a customer was unhappy because her bus arrived late. I apologized for the inconvenience and offered her a discount on her next trip.”

9. Can you tell me some ways that we can improve our company’s customer service?

This question is a great way to show your knowledge of the company and how you can help it grow. When answering this question, make sure that you highlight some specific ways that National Express could improve its customer service and also explain why these changes would be beneficial for the company.

Example: “I think one way we can improve our customer service is by making sure all employees are knowledgeable about the products they’re selling. I’ve noticed that sometimes when I call in with questions about tickets or tours, the representatives don’t always know the answers. If we made sure all employees were trained on the different aspects of the business, including ticket types and tour locations, customers would have better experiences.”

10. Would you rather work mornings, evenings, or nights?

This question is a way for the interviewer to learn more about your schedule preferences. It’s important that you are able to work any of these shifts, so it’s best to answer honestly and explain why you prefer one shift over another.

Example: “I would rather work evenings because I am most productive in the evening hours. I find mornings to be too early for me, but I can certainly do it if needed. Nights are my least favorite time to work, but I will do whatever is necessary to get the job done.”

11. What is your preferred shift?

Employers ask this question to determine if you are flexible with your work schedule. They want employees who can adapt to different shifts and times of the day. When answering, consider what is available at the company and choose a time that fits best. If there isn’t anything specific listed, explain which shift you would prefer.

Example: “I am open to any shift as long as it’s during the week. I have school-aged children so I need to be home in the evenings. However, I also understand that some positions may require evening or weekend hours. In those cases, I would do my best to make arrangements for childcare.”

12. You will often be under pressure to meet strict deadlines. How do you cope with this?

This question is an opportunity to show the interviewer that you are able to meet deadlines and work under pressure. It’s important to be honest about your ability to cope with this, as it can help employers understand how you will perform in their company.

Example: “I am a very organized person, so I always make sure I have all of my tasks planned out before starting them. This helps me stay on track and ensures that I don’t miss any deadlines or deliverables. If I do find myself running behind, I use my organizational skills to prioritize what needs to get done first and then focus on getting those tasks completed.”

14. How many people have you scheduled at one time?

This question is a way for the interviewer to assess your ability to work with multiple clients at once. It also helps them determine how much experience you have in customer service and scheduling. When answering this question, it can be helpful to mention a specific time when you had to schedule many people at once.

Example: “In my previous position as an assistant manager, I was responsible for scheduling all of our drivers on each route. This meant that I would need to coordinate with several drivers at once to ensure we were able to provide transportation services to customers. In one instance, I needed to find replacement drivers for two routes who were out sick. I scheduled three new drivers to fill in for those routes, which helped us maintain our regular operations.”

15. How would you handle a situation where two employees aren’t getting along?

This question can help the interviewer determine how you handle conflict and whether you’re able to resolve it. Use examples from your experience where you helped two coworkers get along or resolved a conflict between employees.

Example: “In my last position, I had an employee who was always late for work. This caused other employees to have to cover for them, which led to some conflicts. When I noticed this issue, I talked with both employees about their schedules and expectations. The employee who was late agreed to change their schedule so they could arrive on time. They also apologized to the other employees for inconveniencing them.”

16. What steps would you take to ensure safety on a coach trip?

National Express is a company that requires its employees to ensure the safety of their passengers. This question allows you to show your knowledge and experience in this area, as well as how you would apply it to your role at National Express.

Example: “I have worked with many different types of vehicles, including coaches. I understand the importance of ensuring the safety of all passengers on board. When working with a coach trip, I would first make sure that the vehicle was roadworthy before taking any passengers. I would also check for any defects or issues that could affect the safety of the passengers. If there were any problems, I would take the vehicle out of service until they were fixed.”

17. How would you deal with a passenger who refuses to follow instructions?

This question can help the interviewer assess your customer service skills and ability to handle conflict. Use examples from past experiences where you helped resolve a situation with a difficult customer or client.

Example: “I once had a passenger who refused to get off the bus at their stop because they didn’t want to walk in the rain. I explained that it was against company policy for me to drive them back to their original stop, but I could call another driver to take them there if they wanted. They eventually agreed to get off the bus, but I made sure to note the incident in my report so we could address the issue later.”

18. Describe a time when you handled a stressful situation effectively.

Employers ask this question to learn more about your problem-solving skills. They want to know that you can handle a variety of situations and challenges in the workplace. In your answer, share an example of how you handled a stressful situation with success. Explain what steps you took to solve the issue or challenge.

Example: “When I was working as a tour guide, one of my clients had a medical emergency during our trip. The client needed immediate attention, so we stopped at the nearest hospital. While waiting for the client’s family to arrive, I helped calm other tourists on the bus by explaining what happened. I also made sure everyone got off the bus safely when it was time to leave.”

19. How would you communicate to passengers about delays?

National Express is a company that provides transportation services to passengers. As such, it’s important for the interviewer to know how you would communicate with customers about delays and other issues during their trip. Use examples from your previous experience in customer service or public relations to show how you can effectively communicate with customers.

Example: “I have worked as a hostess at a restaurant where we had a lot of last-minute cancellations. I always made sure to call all our guests who were waiting for tables to let them know what was going on. This helped us avoid any complaints from customers when they arrived. In my current position, I am responsible for communicating with clients about changes to their tours. If there are any delays or changes to the itinerary, I make sure to contact the client immediately so they’re aware of the situation.”

20. How would you deal with a passenger who refused to leave their seat?

This question is designed to test your customer service skills and ability to handle conflict. Your answer should show that you can remain calm, polite and professional in a challenging situation.

Example: “I would first ask the passenger why they refused to leave their seat. If it was because of an emergency or medical condition, I would offer them a wheelchair if available. If not, I would try to find another seat for them on the bus. If they still refused to move, I would call security to remove them from the vehicle.”