This review is long but is exactly how the application process went step by step: I started out by submitting my CV to a job advert for the role. A few days later I recieved an email inviting me to complete an online assessment. This was divided into 4 sections and took around 30 - 45 minutes. The first section has you answering multiple choice questions about how you would handle situations with customers and your workload and handling certain situations in the workplace. The second section is a numeracy test (again multiple choice questions). The questions are fairly simple, asking you to work out easy percentages with the use of a calculator and other even more simple calculations (addition etc..). The third section requires you to review and interpret passages of text (only a few sentences long). You answer multiple choice questions which test your accuracy in making judgements when interpreting the text (pretty easy, you just need to pay attention to what they are asking you and how it matches with the passage of text). The final section tests you on your matching abilities (multiple choice again) and has you matching post codes, account numbers, phone numbers etc. Some of the answers are really similar so make sure to double check. After completing the online stage and if you are successful you are emailed about a phone interview where you can book a time and date slot. When they first call you they discuss the role and the salary, they ask if you can commit to the start date and ask you about your work history etc. The phone interview then commences and they ask you three competency based questions (I have listed them below). They then tell you if you have been successful (which I was) and ask if you can attend the next available assessment day (which was exactly one week after my phone interview) and ask if you have any holidays booked etc. After the phone call you recieve an email with all the info about the assessment day and some info about how to prepare. The assessment day takes place at the Santander building in St Vincent Street and is basically a repeat of everything you have done up until this point: timed numeracy test with calculator, timed matching test, both very easy, and a competency based one to one interview with similar questions as before (see listed below). However, on top of that you have a role play. You are given info regarding the roleplay and can take notes and have them with you. My role play consited of an angry customer calling about a new debit card that hadn’t arrived. You have to make sure to apologise, tell them what action can be taken then offer a follow up call. You also have to ask for missing info on their account (like email address and post code). Then you have to try and “sell” them online banking and offer to set up their account (there are cues in the things the person is saying to prompt you to mention it). They then mention they are getting married (make sure to build rapport with the customer, tell them congrats, ask when the wedding is etc). Then try and sell them a personal loan and offer the sales team to call them at their convenience. At the end of the phone call you have to fill in a sheet which mimicks the notes you would put on the account and say what the call consisted of and what actions had been taken and about any follow ups (make sure to keep this accurate, clear, and concise - it helps to take notes during the role play i.e. what time is best to call them back on a certain date). If you have been successful following the assement day they call you the next day giving you a provisional offer subject to a vetting process before they send you your contract of employment. I was told if anyone was unsuccesful they would recieve an email and a chance to book a call for feedback on the assessment day about how you did and what you could have done differently. Even though the process was long it was an overall positive and fair expeirence and everyone I came into contact with during the application process seemed really friendly and made me feel at ease.