I applied online and got requested to fill out an online assessment. After filling out the online assessment I waited for what would happen next and I eventually received a phone call within the next couple days for a telephone interview, I was told I did great and will receive an email confirmation which will include a link to book a date for the assessment centre. Four days had passed and nothing came up so I called the recruitment line and they told me to just keep checking and it will appear whenever they schedule the event. A few more days had passed and I got a phone call from someone telling me the role was no longer available and wanted to know if I would like to switch to one with a later start date, I said yes of course. I then received another telephone interview a week later and the girl told me the same thing (You did great, you get an email... blah blah). Because the role was a couple months away she told me it wouldn't show up yet until it is closer to the date so I waited a couple weeks to book it in. Nothing was there yet so I just assumed it wasn't time. A couple days later I received an email saying the role wasn't available again and it gave the around 4-5 different options for ones i could submit my application for again. By this time two months had passed since my first interview. I submitted my application to all the positions. After about three months since I first applied I was able to actually book in a time slot for a month later for a assessment centre. The email was very vague about the process so there was really no way to prepare, the date was also 3 weeks away. The assessment centre interview was five hours long and started at 830am on a saturday. During the whole process it was me and 8 others and we were given a small introduction about the company and handed out a small booklet with information about the role and information for future exercises as well as a schedule. We were then divided into two different groups so one group would go out and do a face to face interview (skill based) with a couple of employees in different rooms and the other room read and studied the booklet that was handed out. We were then given a tour of the facility and when we came back we had to participate in a group exercise which was to have a team meeting while the "manger" was away and the idea was to talk about the goals, products and teamwork. Two people were in the room taking down notes during our "team meeting" and we were given a maximum of 20minutes. After this was completed we were taken upstairs and it was time for out role play. They split us up into two groups again so one group went in and the other group waited. IN the role play you are seated at a service desk with a telephone and a sheet with fake customer information. There was an employee who will call you acting as a customer and you are to follow the script and try to help them with their issues. Everybody has the same test to them. You then are able to sit with the person who acted as the customer and they give you a review of how things went and what you can improve on. The girl I had said I did great and would probably do really well because I have a nice tone, clearly speaking, and was able to actually sell her both the products on top of helping her. The only critique I received was I should be a little more compassionate with the customer because she was acting as a customer who recently had her house broken into and wanted a more secure credit card. I was nervous so I wasn't even thinking about that I just wanted to get the script correct and sell the products. During the second role play it is the same thing again except you do not get to meet with your buddy as you just leave and go home after this one. This is an a opportunity to fix any mistakes you made the first time. This time i did everything the same and was compassionate with the customer this time. They said you will find out about if you received the role within 5 days. I received an email saying I did not get the position after days. I was a little surprised because of the length of time I spent applying for this role over the course of 4 months and the feedback I received was great. I called the recruitment line for feedback on my interview to see why I wasn't offered a position and to my surprise I had to book in a time slot for them to call me a week and a half later.

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.