Initial application answering 4 or 5 questions followed by a recorded video interview. The final stage was a full-day assessment in London. There were 11 people in my group, and we got split into two teams. In the smaller group, we had to work together on a short task. The task was fine, but having EIGHT senior staff watch us and make notes to see how we worked together was overkill. Second task, we had to work together on putting a puzzle together - it was so complex, I'm convinced it was actually unsolvable. Again, eight people were watching. We then had to go to St Pancras station Eurostar concourse so they could see how we interacted with the customers. People kept coming to me with random issues, which was bizarre as I wasn't in uniform. It turns out they were actors. After lunch, we had to wait for our names to be called out to perform an IT task...3 people closely watching. Finally, there was a face-to-face interview with two people, lots of having to provide examples of customer service scenarios. To be honest, I found it all far too much and was very happy to be told I'd been unsuccessful. Far too much for a role that had a 7-month contract.