The first part consisted of the telephone interview process, which was basically about a 20 minute phone call in which they ask you about your work experience and employment history etc, so basically I had my CV out and read off of it with a bit of my own explanation to it and then they ask you competency based questions for example "Can you describe a time when you delivered excellent customer service" or "Can you describe a time when you dealt with a difficult customer" and things like that. Just google competency based questions and answers and then apply your own situation to it. Write it down etc. After the telephone interview, they let me know I had passed the telephone interview. They then invited for a assessment day in Newcastle in which we had a small group process where we read off of laminated paper and they all had certain qualities for example "trust", OR "RESILIENCE" and along with each word there would be a small explanation to it, we would then be expected to put each word into the most to the least important, there was a total of 5 people including myself and honestly it was dreadful talking because whenever I tried to talk or ask questions nobody would listen so its best not to ask anyone "what do you think about this?" unless you have talked to them in the waiting area before you are taken in. And we had 2 assessors with a pen and paper writing how we communicated etc. After this we then had a maths/English test, this was sort of the pen and paper version of what I did online as the test when I first applied. Its just common sense and nothing to worry about. You basically have 2 pieces of information which is basically the same as the one below, however the one below has some errors in it and you have to highlight the difference with a highlighter. Then some maths question in which they provide you with a calculator to work things out. OH YEAH! And then you have to write an email of how you would talk to a customer how they have successfully changed their booking, my advice is to plan it out on a spare piece of paper then write out out properly on the booklet so practice that! After this we had a short 5 minute break, after this there was a piece of paper about information they gave us about a customer who was interested in some of the travel packages for example "economy", "premium economy", "business class" and "first class". This is the ROLE PLAY STAGE. In which you sit back to back on some chairs and pretend to be on the phone. Its not that hard as it seems, its actually just a normal conversation in which you pretend you're at a call center and just ask about their customer needs. Ask the role player how much they want to spend? Any facilities they look for on the plane? There is also other information on the card for example like "The offer ends at midnight" and "Only people registered on the booking can upgrade" so make sure you mention that on the role play when its done. Also end the phone conversation by saying "Is there anything else I can help you with?" And then say "Take care, bye now" or something like that, however you want. Unfortunately, I didn't get the job because there were so many people that applied and better matched. HOPE THIS HELPED!!!!!!!!!!!!!!!! (LOL) :)