1st step- To type up a email from listening to a audio recording from a customer. You had to imagine the customer put his words in a email. Also a few questions on how to deal with debt quite simple all paper format. 2nd step- role play 1 inbound call and 1 outbound call fairly simple, always remember data protection and listening skills. 3rd step- face to face interview with two members of staff.

The interview starts with you being given three tests to do. The first is just questions regarding a made up resident's account, the second test where you reply to an email from a resident, third is where you make an outbound call to a customer and on the fourth you receive an inbound call from the customer a minute or so after you have called them and put the phone down. You can do the tests in any order but are timed on the first two where you are given about half an hour to complete them. I was told the agency the same day that I was successful, the interviewers more or less gave me the impression that I had passed anyway beforehand so I wasn't at all surprised plus I have prior experience in this field and prepared well for the interview. I didn't even use the well known STAR method to answer competency based questions during this interview but for a fairly low level job like a customer service advisor the interviews are not always that hard and they are very busy at the moment. It was not an easy interview by any means but the ladies who interviewed me made me feel at great ease and added some humour to the interview which helped to calm my nerves. I just have to now see what this job will actually be like, the interview experience was a positive one overall apart from being there for a while. I hope the job lives up to expectations and the agency were very helpful too.