Petal: It will depend on which methodology the HR interview team will use. Some of the new practices are so psychologically focused, you tend to think they�re having you on in the questions you ask: Just don�t be surprised if someone asks you if you were an animal or a car, what type would you be.
You may be involved in a good guy/bad guy scenario to test how you work under pressure. What they don�t want to hear you say is that �it�s someone else�s department or responsibility, etc.� They want you to take ownership of the situation and give the consumer options. This includes saying what you�re �able� to do, rather than what you�re not able to do: providing contact numbers, directing them to someone who �has the answers,� etc.
An interesting question is: What do you feel is your worst character trait? Or what disappoints you?
The bog standard answers of your interview will be quickly passed by: you like working with people, you like serving, blah blah, etc. I�d say recognising the importance of the external customer as well as the internal customer will put you in good lead. Other staff can�t do their job unless you do yours to its best. Also, recognising that the long standing name of M&S plays an important part of customer expectations and whilst you may have been asked the same question two hundred times already that day, it�s the first time this person is asking.
I wish you success
Fr Bill