A group discussion based on short moral statements, one of which you each select and then talk about. Subjects are as varied as the reintroduction of the death penalty to parenting styles. Three short exams (you are sent practise papers prior to the interview) regarding your ability to process and apply written information quickly and accurately. Short wait whilst your performance is discussed to see whether you progress to interview. We weren't kept hanging around too long, and refreshments were offered. Interview with line manager and observer/note taker. Some questions are the general customer service ones, a few are more industry specific and are not so easy to answer if you are coming into the industry from another sector. Everyone seemed very nice, and the atmosphere was quite informal but the actual interviewer was rather patronising and I'm not sure that brought out the best in me! Feedback was offered, and I have since been in touch with the manager on the day and none has been forthcoming.