You start by submitting your CV after which you are then invited to do an online test. This test is a series of possible case scenarios where you have to select bow you will act in each situation. If you pass you are then invited to the assessment day. This process can take a few months - I had to wait 2 months. At the assessment day your height is tested, as well whether you have any tattoos. You will be split into small groups where you will have a group discussion - don't outshine anyone - they are interested in team work. After this group discussion there is a role play situation where you have to deal with a costumer complaint and also read a script . Be mindful of what you are reading as you will need it for the role play. If you pass all this you are then invited to the 1-1 interview where they will want to know examples of past situations that are focused on team work and costumer service.