I arrived at 7am for a 7.30 start and there were already 25 people there. They check your documents (someone got sent home at this point as they had the wrong ones) and then you sit and wait for a bit while they took people off in small groups to do the reach tests and to strap yourself into a jump seat. They also ask if you have any tattoos. Someone got turned away for having a tongue piercing. Then they either took you away to do a role play - 2 minutes to familiarise yourself with a side of A4 which you then read aloud (speak clearly and slowly) and then, using the info on the paper which they take away, you have to deal with an unhappy customer who has missed their flight. Just stick to the rules as written down - or the group work which is deciding how to stock a plane with £10k. Speak up for yourself but don't take over. Praise other people's ideas ("oh, that's good, I hadn't thought of that") and encourage quieter people to have their say. The assessor a sit in the room and just observe. Then there was a half an hour wait until they called about 12 of us (out of about 50) out into a different room and told us we had been successful. Everyone else had left by the time we got out. There was another short wait and then interviews, 2 on 1. Typical questions but a lot of them so have loads of examples in your head.

Easy and friendly people. Did an online interior. Breakout rooms for one on one sections. Asked to read a sheet then asked questions about my experience. How I have handled previous situations. Used star formula went very well.