It was a 3 stage process - 2 calls and a face-to-face. The first call was simply an intro to the role and a couple of basic questions about my work history. The second call was a competency based interview, lasting about 30-40 minutes. I believe there were 6 questions. The interview was with 2 people and involved further competency questions and a role play. The role play involved sitting in a room on your own with a phone and PC. I received 2 calls from someone else in the building and had to pretend that they were a customer and try my best to tackle their requests. The PC had helpful links and prompts to aid this. The role play took around 35-45 minutes. The face-to-face interview felt very informal and relaxed. We had a laugh about things and chatted about how I had dealt with certain situations in the past, such as teaching colleagues, or creating a relationship with a customer. The whole process took over a month, but I was offered the job within 3 days of the final interview. Overall, I'm very happy with the process and the result!