Went in to the branch, was told to sit and waited until interviewer was ready. Interview was at the interviewers desk and there was another interviewer virtually on the pc screen. I received some of the interview questions in advance as a reasonable adjustment. I was told my answers were great but I sounded too scripted and didn’t build enough rapport outside of the interview questions so the interviewer didn’t think I would be able to answer customers unexpected questions. I think this was an unfair and inaccurate assumption for them to make. The context of an interview is very different to the context of customer service so it’s unfortunate. It also would have been more inclusive to have let me know what I was going to be assessed on, instead of assessing me on implicit factors that I wasn’t aware of. I understand interviewers want to pick people who are both capable and come across as more sociable and outgoing, but I think there’s a lot of value in being able to perform the job well and connect with customers in a modest way. There are a lot of customers that are more reserved and would really appreciate having down to earth customer service and I think that’s something that is often overlooked. The HR person was kind and helpful.

Phone Interview - behaviourals, pretty straightforward and just getting to know how you work with customers; customer experience and good personality. Very quick interview process. Also had an online assessment which were some games