BT Group Customer Service Advisor interview questions

The interview process is in three stages. First a set of listening exercises and exercises intended to rate your attention to detail. This happens on their website when you apply. If they like your answers then you get to stage 2. Stage 2 is a telephone interview. It's a few basic questions such as why you want to work for BT, why should they hire you, what is your experience etc. Finally they'll book you in for an assessment which is basically a group interview in multiple parts. This took me a while to get in as they were waiting for available slots. The stages are are: - Icebreaker - State something about yourself, and go through your recent employment history. The interviewer will ask questions prompting you to show how your experience in that role is relevant to this one. He'll ask you about challenges etc. He'll also ask who you'd invite to a dinner party and why. - Group Exercise - You're given a list of 5 calls and you have to order them by priority, These are things like calling back a vulnerable customer's next of kin because their phone service has been cut off, calling a customer threatening to leave etc You do this individually first then in a group and compare answers. - Interview - While half of you are doing the group exercise, the others are taken down to the call floor to be interviewed. Pretty standard questions such as how you'd deal with a dissatisfied customer, what your experience is, what you've found difficult or challenging etc. - Listening to calls - You'll listen to calls and be asked about what you learned when you get back to the classroom. The interviewer will ask what you'd do differently. - Questions and answers - This is where you get to ask questions and learn about the shifts, benefits etc. Overall it was a pretty good experience. It gave you a good idea of how the company worked and what their expectations were. One thing I'd say is that the interviewer I had seemed very unforgiving. When he was asking about your relevant experience and what you'd do differently he did it in a very stern, almost accusatory way. I suspect this is because he wanted to gauge reactions as the position I was interviewing for was Retentions. I did not get the job but I would have turned it down anyway. The shifts were a mix of lates and earlies in the same week with no consecutive days off. The actual job seemed like it would be a bit soul-destroying, talking to angry and confused customers all day too. Finally it states on the invitation email that a £25 Disclosure Scotland check is required as well.