From my initial phone interview to the Assessment Centre day, the whole process took over 4 weeks. I understand the desire to be thorough and pick the right people for the job, but I found for an average-pay customer service role, this was a bit ridiculous. At the time, I had multiple other interviews at different companies for 'higher' positions that took half the time. It seemed to me the issue was that they had way too many applicants they wanted to see for assessment days, so it would have been better to narrow down the amount of people instead of leaving us hanging for so long. I also had very little contact during this time and had to prompt at one point. The assessment day was good, albeit a bit long (3.5hrs), which probably would have been fine in person, but difficult over Zoom. It could be cut shorter if the written portion was done before the assessment day. Overall it seems like a lovely company to work for, but the interview process for a role like this was a bit excessive.

The interview process involved the standard sort of customer service questions you expect. They go through your CV on the first phone interview so make sure to have that in front of you.