There was an initial phone interview which was really nice, it was long but was given advice on how to change my answers and how to act at the next stage which was an assessment centre. At the assessment centre there is a few stages there is an interview, a group exercise and a role play acting out a phone conversation.

Advised of the position by a recruiter. Was sent some online aptitude tests, upon passing those, the next step was an assessment centre at a hotel in Leeds, with 4 different tasks in a random order. A mock telephone call to a "customer" that had complained about a PPI policy, then a competency question based interview, following the STAR procedure. The next task was a test, the first part involved spell, fact and grammar checking a mock letter sent out to a customer, the second part was a logic based test, that involved some maths and english questions. The last stage for me was an observed group exercised, that I guess was to see how you worked as part of a team. We had to design a company party that respected the wishes of board members and staff and came under the set budget.

Online test then assessment centre Fir the assessment centre there was a written test then play acting on the phone. Here you are the case handler and you pretend to speak to an unhappy customer..last is a group activity you are given a topic and discuss and rate which is the best idea and why