Usually there'd 2 round interviews, first is conducted by HR regarding to the experiences and language skills, the second by the business team leader and role-play is needed with the complaints solving scenarios and etc.

Warning to other applicants: I applied for a customer service position in Edinburgh yesterday and was contacted by someone from the recruitment team to arrange an interview for today at 4pm. Unfortunately, no one called me at the agreed time, and I received no follow-up, explanation, or apology. This lack of communication is extremely unprofessional, especially for a customer service role where reliability and professionalism should be essential. It shows a clear lack of respect for candidates’ time. Candidates deserve basic courtesy and clear communication. Based on this experience, I would think carefully before applying.