STAR based interview with two individuals with questions sent ahead of time, and a non graded ice breaker question on tell me about you/what you do outside of work. Situational Judgement Test including writing an email for a tricky situation with a customer (situation explained, just assessing how you'd write an email) (only bit not mentioned in the pre-interview email) listening activity where they play a call twice and you answer some comprehension questions (space to take notes).