So I applied through an agency and was invited to attend an assessment with the agency which consisted of filling out heaps of forms/questionnaires. After that, I was invited to an assessment day with Lloyds. I arrived at 11:45 and was told to take a seat, around 12:05 we headed upstairs (Myself and four others) and were escorted to an interview room. After a brief discussion about the job and the roll (no interview questions) we were told we had to complete two roleplays, they split us up into two groups and we went to complete the roleplays. Now, I didn't really find it too difficult, it was a piece of paper with some banking information on and a sheet showing a "customers" account. Name, D.O.B, address, post code, account number, password, balance, types of cards, etc. You just had to read it all and make a few notes (you have 10 minutes) then the phone calls, and the "customer" just tries to catch you out a little bit... for example, in the paper it clearly states you have to make sure the customer provides the correct security information. The "customer" will not. They'll give you a false password to see how you react, they did with me. I noticed and just kindly said "Unfortunately the password you've provided me with (customer name) doesn't match the one we have on our records, would you like to try again?" and then they provided the correct one. After that obstacle it was just a little bit of a scenario like "I've been trying to pay this bill and my card was declined, i'm so embarrassed" etc - you just have to empathise and find the solution (look at direct debits to see why it was declined) its all common sense really. Then they give you some feedback regarding the first role play and you have ten minutes to make notes before call #2. (Different information and different customer) It wasn't too bad, honestly, I was nervous but actually found it kind of fun. They were all super friendly and made me laugh a lot.

It was very straightforward, the interviewer really followed a strict process, but they do make you feel comfortable throughout. They type your answers for the first half of the interview and don't ask any follow up questions about what you said, so it's really up to you how thorough you want to be. These would be mostly questions about your background, what certain values mean to you, and an example of how you work. The second half was a roleplay scenario, they just want to see how you naturally talk to people over the phone. Make sure you're really being empathetic during this and not just follow the process of a call.