Basically when you have been shortlisted for an interview, you have to do a lot wrong to not get the job at that point. They look for basic personal traits i.e. resilience, ability to learn, punctuality (A HUGE part due to the business processes). Your initial interview will be over the phone and if they find that satisfactory you will be invited to their office building just behind the city center close to the bus station. They usually interview around 6-15 people at once and most times these people will be in your training group so start making friends. When in the building you will be given a MCQ test checking for how much practical information you have about John Lewis's electrical products and their policies, British and EU trade laws, and a bunch of other miscellaneous info. You are not expected to be brilliant at this, because you will be trained to know what you need to know for the job - as I said, you have to screw up really bad to not get the job. After the MCQ you will have a one on one discussing what the pay is, your preferred schedule and any other questions you have in general. The training period lasts for about a month. Do yourself a favor and pay attention and write everything down. They tell you not to do any extra studying at home but if you do want to get ahead and not fumble badly and cause damages of hundreds of pounds, study!! After the training you will be 'buddied-up' with a seasoned front line agent so you know what it is like. They would encourage you to take a few cases. You will be working with dual monitors and multiple software programs so you should be able to multitask and remember it is all timed. I don't know if you will find any more helpful information than this, but if you are reading, good luck! And I hope this is a stop-gap because I wouldn't encourage anyone to do this job for a prolonged period of time. You will become numb to people around you and if you have a family there is a chance that your relationships will dwindle because you are just simply tired of talking and solving problems.