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Civil Service · Last updated November 2026

Civil Service Administrative Officer (AO) and Administrative Assistant (AA): free practice test

Administrative Assistants and Administrative Officers are the Civil Service's entry-level grades, handling enquiries by phone, online and in person, processing cases and claims, keeping records and supporting teams in departments such as DWP, HMRC and the Home Office. Adverts on Civil Service Jobs usually ask for a short application, then online tests such as the Customer Service Skills Test, Casework Skills Test or Civil Service Judgement Test, and a behaviour and strength-based interview. Pre-employment checks (BPSS) follow before you start.

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About the Civil Service AO / AA exam

Administrative Assistants and Administrative Officers are the Civil Service's entry-level grades, handling enquiries by phone, online and in person, processing cases and claims, keeping records and supporting teams in departments such as DWP, HMRC and the Home Office. Adverts on Civil Service Jobs usually ask for a short application, then online tests such as the Customer Service Skills Test, Casework Skills Test or Civil Service Judgement Test, and a behaviour and strength-based interview. Pre-employment checks (BPSS) follow before you start.

What's on the exam

Civil Service AO / AA
AO and AA Roles, Pay and Eligibility
7 key facts
Civil Service Judgement Test
7 key facts
Customer Service Skills Test
6 key facts
Casework Skills Test
6 key facts
Verbal, Numerical and Work Strengths Tests
6 key facts
Checks: BPSS, Nationality and References
6 key facts
The Interview: Behaviours and Strengths
7 key facts
Applying on Civil Service Jobs and Your First Year
6 key facts

Each branch is a topic in the official outline. Members see every key fact on the full mind map. Read the free study guide →

How to pass the Civil Service AO / AA exam

  • Check which test the advert names. Contact centre and customer-facing roles usually use the Customer Service Skills Test; processing and casework roles usually use the Casework Skills Test.
  • Practise the timed accuracy section: 10 minutes of comparing addresses, account numbers and dates or keying in details correctly. Speed matters, but errors cost you.
  • Take the free official practice tests on the Civil Service practice site before the real one. They show the exact look and feel and are not scored.
  • At interview, use the AA/AO behaviour examples on gov.uk as your guide: showing you follow guidance, check for errors, ask for help when needed and treat customers fairly scores well at this grade.

Save your results and get your Readiness Score

Create a free account after the test: your score by topic, a mistakes bank, the complete study notes for the first topic, flashcards and the UK Public-Service Hiring Process Cheat Sheet.

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What's in the premium Civil Service AO / AA prep

Premium Civil Service AO / AA prep is studied one topic at a time. Each step starts with that topic's key notes and flashcard deck, then its own question sets of 25, so you master one topic before you move to the next. When every topic is strong, the 6 full mock exams show you're ready.

3,000practice questions, every answer explained
6full-length mock exams, 50 questions each, timed
800flashcards with spaced repetition, sorted by topic
60comprehensive key notes across 8 topics

Your step-by-step study path

  1. 1
    AO and AA Roles, Pay and Eligibility8 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
    Notes free with an account
  2. 2
    Civil Service Judgement Test8 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
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  3. 3
    Customer Service Skills Test8 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
    Premium
  4. 4
    Casework Skills Test8 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
    Premium
  5. 5
    Verbal, Numerical and Work Strengths Tests7 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
    Premium
  6. 6
    Checks: BPSS, Nationality and References7 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
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  7. 7
    The Interview: Behaviours and Strengths7 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
    Premium
  8. 8
    Applying on Civil Service Jobs and Your First Year7 key notes, 100 flashcards, then 375 practice questions in 15 sets of 25
    Premium
  9. Final step: 6 full mock exams50 questions each, timed like test day. Pass them, then book your exam.
    Premium
Free with an account

Read the complete Civil Service AO / AA study notes for “AO and AA Roles, Pay and Eligibility”

Our first full set of comprehensive notes, about 10 minutes of reading: What AAs and AOs do · Where the jobs are · Pay · What 'good' looks like at AA and AO grade · Who can apply, a worked exam example, the traps examiners use and a one-minute recap. Create a free account to read it and see how premium notes work before you decide.

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Study tools included

3,000 practice questions

3,000 exam-style questions per exam, organized topic by topic in sets of 25. Every answer explained, with the rule it comes from.

6 full mock exams

6 full-length timed mock exams per exam, with real question counts and time limits, so test day feels like practice day.

Exam Readiness Score

One 0 to 100 number that tells you when you're ready to book. Reach 80 and you're covered by our Pass Guarantee.

800 flashcards + spaced repetition

800 flashcards per exam, in a deck for each topic, that come back right before you'd forget them. Five minutes a day keeps every number fresh.

60 comprehensive key notes

60 key notes per exam, split across its topics and each explained in full: the concepts, worked exam examples, the traps examiners use and a quick recap. Your first set is free with an account.

Mind maps

See the whole exam on one screen: every topic and the facts under it.

Sample questions with answers

These are the questions in the free test above, with answers. Try the test first. You'll learn more by getting some wrong.

1. Which task is most typical of an Administrative Officer (AO) according to Civil Service Careers?
Answer: Handling enquiries by phone, in person or online and referring complex queries to an Executive Officer. AA and AO roles are entry-level administrative support or operational delivery roles: handling enquiries, scheduling, filing, keeping accounts and records up to date and referring complex work to an EO. Strategy, ministerial advice and large budgets belong to more senior grades.
2. A customer tells you on the phone that your department has lost their form for the second time and they are very upset. Which action is most effective?
Answer: Apologise, check the system while they are on the line, explain what you have found and the next step, and note the call on their record. Effective actions resolve the problem honestly: acknowledge the frustration, investigate, explain clearly and record what happened. Dismissing the complaint or passing them on without explanation is ineffective; promising an outcome you cannot guarantee breaches honesty and is counterproductive.
3. Your team leader asks you to use a new procedure for checking identity documents. You think the old way was quicker. What is the most effective response?
Answer: Follow the new procedure, learn it properly, and suggest any improvements to your team leader in a constructive way. At AA and AO grade, 'Changing and Improving' means learning new procedures, helping colleagues do the same and raising any issues in a suitable way. Ignoring the procedure or undermining it with colleagues is counterproductive, especially for identity checks where consistency matters.
4. A customer emails: 'I've been waiting 6 weeks for my refund and nobody has told me anything.' Which reply is best?
Answer: 'I'm sorry you haven't had an update. I've checked your case: the refund was approved yesterday and should reach your account within 5 working days. Please reply if it hasn't arrived by then.'. In the first part of the Customer Service Skills Test you choose the response you would be most likely to give. Strong replies acknowledge the customer's concern, give specific accurate information and say what happens next. Vague or deflecting replies leave the customer no better off.
5. Compare the two records. Record A: 'Ms J Okafor, 14 Linden Road, Leeds LS6 2QT, account 40719382'. Record B: 'Ms J Okafor, 14 Linden Road, Leeds LS6 2TQ, account 40719382'. Where is the discrepancy?
Answer: The postcode. The postcodes differ: LS6 2QT in Record A and LS6 2TQ in Record B (the last two letters are swapped). Transposed characters are the most common error in the timed accuracy section, so check postcodes and numbers character by character.
6. How long is the timed part of the Customer Service Skills Test?
Answer: 10 minutes. The first two parts are untimed, but the third part is timed at 10 minutes and tests how quickly and accurately you can spot errors between pieces of customer information or input requested details. The Casework Skills Test has the same 10-minute timed part.
7. In a casework scenario, a letter from Mr Patel dated 3 March says he moved house on 1 February. A note from a colleague dated 10 March says 'Mr Patel's new tenancy started in February.' Statement: 'Mr Patel moved house in February.' Which judgement fits best?
Answer: Definitely true based on the information given. Two independent sources (Mr Patel's own letter and the colleague's note of the tenancy start) both put the move in February, so the statement is definitely true on the information given. The Casework Skills Test asks whether statements are definitely or probably true or false, or cannot say.
8. A case file shows a claimant's bank details were changed by phone yesterday, and today a second caller asks for an urgent payment to the new account. The caller cannot answer the security questions. What is the most effective action?
Answer: Refuse to discuss the case, follow the department's security procedure and flag the possible fraud to your manager. Failing security checks plus a recent change of bank details are warning signs of fraud. The effective action is to follow security procedure and escalate. Paying out is counterproductive; changing records yourself or accepting answers by email bypasses procedure.
9. In the Civil Service Work Strengths Test for Administrative to Executive Officer level, which pair is one of the strengths measured?
Answer: Service Focussed / Focussed. gov.uk lists the AA to EO strengths as Analytical/Problem Solver, Relationship Builder/Team Player, Adaptable/Explainer, Organiser/Decisive and Service Focussed/Focussed. 'Strategic' and 'Influencer' appear in the HEO to SCS1 version.
10. An office receives 1,440 letters a week, shared equally among 6 AOs who each work 5 days. How many letters does each AO handle per day on average?
Answer: 48. Each AO handles 1,440 / 6 = 240 letters a week, and 240 / 5 = 48 a day. 240 is the weekly figure per AO and 288 is the daily total for the whole office.
11. Passage: 'Visitors must sign in at reception and wear a visitor pass at all times. Contractors with a building pass do not need to sign in.' Which statement is true based only on the passage?
Answer: All visitors must sign in at reception. The passage states that visitors must sign in. It says contractors with a building pass need not sign in, but says nothing about whether they need a visitor pass, staff, or where building passes are issued: those statements would be 'cannot say'.
12. Which of these is NOT part of the Baseline Personnel Security Standard (BPSS) check?
Answer: Your GCSE grades. BPSS checks identity, nationality and immigration status (right to work), employment history and unspent criminal records. School qualifications are not part of BPSS; most AA and AO jobs do not require formal qualifications at all.
13. In an AO interview you are asked: 'Tell me about a time you made a mistake at work.' Which answer would score best?
Answer: 'I once sent a letter to the wrong address. I told my supervisor straight away, contacted the customer to apologise, fixed the record and now double-check addresses against the system before sending.'. Interviewers look for honesty, ownership and learning, which match the AA/AO behaviours: dealing with errors, asking for help and developing yourself. A short STAR answer showing what you did and what changed scores well. Denying mistakes or blaming others scores poorly.
14. A member of the public asks you, an AO at a jobcentre, which political party will 'sort out the benefits system'. How should you respond?
Answer: Say you cannot comment on party politics, and offer to help with their own claim or query. The Civil Service Code's impartiality value means you must not let personal political views influence your work or express party preferences to the public in your role. Politely declining and refocusing on their query is professional and helpful.
15. AA and AO pay in many departments is set as a spot rate. What does this mean?
Answer: A single fixed salary for the grade (often with separate London and national rates) rather than a pay range. HMRC, for example, states that AA and AO grades each have a single spot rate, separate for London and national offices, while EO and above have pay ranges. The MOD's AA and AO spot rate from 1 August 2025 was £27,650. Always check the advert.

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Certification guide

How to get a Civil Service job in the UK: Almost every Civil Service vacancy is advertised on [Civil Service Jobs](https://www.civilservicejobs.service.gov.uk/) and assessed with the same framework, [Success Profiles](https://www.gov.uk/government/publications/success-profiles). Once you understand how that framework works, which online tests a department can set, and how behaviour and strength interviews are scored, every application gets easier. Here is the whole process, from choosing a grade to passing vetting.

Civil Service AO / AA exam FAQ

How many questions are on the Civil Service AO / AA exam?

Varies by advert. Common tests: the Customer Service Skills Test (3 parts: customer replies, 6 work scenarios with 4 actions each, and a timed accuracy section), the Casework Skills Test (3 parts: information analysis, 6 scenarios, timed accuracy) and the Civil Service Judgement Test (3 scenarios per behaviour, 4 actions each), with a time limit of mostly untimed, except the third part of the customer service and casework skills tests, which is timed at 10 minutes. gov.uk suggests allowing at least an hour per test. Format: unsupervised at home; answers must be your own and may be re-tested under supervision at interview. no specialist knowledge or experience is needed.

What is the passing score for Civil Service AO / AA?

Scores are percentiles against a comparison group; you must reach the minimum standard for the grade, and the recruiter can raise the pass mark. Interview answers are commonly scored 1 to 7, with 4 the usual pass mark.

How much does the Civil Service AO / AA exam cost?

No fee. Most UK public-service applications are free. The police promotion and investigators' exams are arranged through your force, and degree routes may have tuition costs, so check the job advert or your force before you start.

Which languages is the Civil Service AO / AA exam offered in?

English; Welsh versions are available for some tests, such as the Verbal and Numerical Tests.

Where do I take the Civil Service AO / AA exam?

Civil Service Jobs: short online application (often a CV or statement), online tests named in the advert taken at home, then an interview (often by video) and pre-employment checks.

Is this Civil Service AO / AA practice test free?

Yes. The 15-question practice test on this page is free, with an explanation for every answer and no signup. A free account also unlocks the complete study notes for the first topic. The full Civil Service AO / AA prep is Premium at £45 a month for this exam.

What's in the premium Civil Service AO / AA prep?

3,000 practice questions organized topic by topic (AO and AA Roles, Pay and Eligibility: 375; Civil Service Judgement Test: 375; Customer Service Skills Test: 375; Casework Skills Test: 375; Verbal, Numerical and Work Strengths Tests: 375; Checks: BPSS, Nationality and References: 375; The Interview: Behaviours and Strengths: 375; Applying on Civil Service Jobs and Your First Year: 375), 6 full-length timed mock exams of 50 questions, 800 flashcards and 60 comprehensive key notes split across all 8 topics, plus a mistakes bank and the Readiness Score.

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Exam details are summarized from the official candidate information available in November 2026. The recruiting organisation changes formats and fees, so confirm with The recruiting department or agency (for example DWP, HMRC, Home Office, MOD, HM Courts and Tribunals Service), under the Civil Service Commission's Recruitment Principles before you book. UKCivilServicePrep is an independent career-prep service, not affiliated with or endorsed by any government agency.

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