Submitted application online, got a call some days later for a telephone interview - this part is generally to assess your telephone manner and ability to communicate. If successful at this part, you'll be invited for an assessment centre style interview, which takes about 4 hours. It's quite relaxed, and there are some details to fill out for background checks etc, then your group (normally 6 people) will be brought into a room with 3 managers who are there to assess you. You'll be asked to give a small presentation and give a quick overview of who you are - I think this is more to assess your confidence and presentation skills. Then you'll have you 1 to 1 interview, which generally has a role-play exercise where you have to deal with a customer's issue (You get given all the information and plenty of time to prepare beforehand), then a series of competency based questions, and more general questions to assess your personality. You'll have the opportunity to just have a chat with your interviewer and talk about any areas you're especially interested or skilled in. After that there's an exercise where you have to respond to a customer's email enquiry - This is to assess your empathy and customer service skills. It's typically based on a customer who is very dissatisfied, so you need to show how you would deal with a customer who isn't happy. Finally there's a group exercise, where you have to work with the people who you're interviewing with. This is to assess how you work with others. That's all.