You’ve just watched the full walkthrough of a 250-word statement for Managing a Quality Service at Administrative Assistant (AA) and Administrative Officer (AO) grade. Here are the key insights to help you shape your own example.
Why this behaviour matters
At AA and AO level, Managing a Quality Service is about taking pride in delivering work to a high standard and understanding the needs of customers and colleagues. Recruiters want to see that you can plan your work, follow procedures, and take ownership of delivering consistent, professional service. It’s also about spotting issues early, communicating clearly, and helping to improve the customer experience.
How to shape your own statement
Think of a time when you helped improve or maintain a good standard of service. Use the B-STAR method to structure your response:
✅ Belief – show that you value accuracy, professionalism, and good service.
🎯 Situation and Task – describe a situation where you needed to deliver or improve a service for customers or colleagues.
⚙️ Activity – explain how you planned your work, followed processes, or solved a problem to maintain quality.
🏆 Result – share the outcome, such as improved accuracy, faster responses, or positive feedback from users.
Practical tip
Show that you understand what good service looks like. Recruiters look for candidates who are organised, consistent, and proactive in finding small improvements that make work more effective and reliable.
Next step
Use the example from the video above as a guide. Apply the same structure to your own experience to show how you deliver professional, high-quality work and support great service at AA/AO grade.