Filled out an online application which consisted of a numerical test and a scenario style test. After passing this, I went on to receive an invitation to a telephone interview. This lasted around 15 minutes and included questions such as "Name a time when you felt a risk in your worklife" "Tell me a time when you went above and beyond for a customer." Passed this and received an invitation for an assessment day at their HQ in Glasgow. There were 5 other people there but no group work tasks. Completed an introduction and numerical test. Had to study a brief for a role play and write notes. We were taken individually to separate rooms and used the brief to perform a role play call where a customer was phoning about a debit card not being delivered. There were several "triggers" where you would have to respond appropriately e.g. "Finally someone is answering the phone I've been waiting ages" and your response should be to apologise for the wait. This role play centered on the debit card and you had to manually override the system to get it delivered within 48hours. The customer was also getting married and you had to "promote" a personal loan to them and arrange a time to call them about this, and also to see in 48 hours if their card has arrived. After the role play, there's a one-to-one interview. All the usual questions are asked here like why you want to work for the company, describe a challenging situation in your work life, when did you deliver excellent customer service. A competency based interview basically.