Telephone chat with a manager. This is a purely 'get-to-know-you' type interview and they want to see that you can hold a conversation on the phone. Very friendly. Then you come into the office and observe a CSA doing his/her job. The people you observe are carefully-chosen and are very proficient. It can be awkward to ask them questions while they work. You are given a very easy maths test to complete. This is based on the kind of arithmetic you will be doing on the job and should cause no problems if you have a GCSE. Interview with a team leader and senior management. I gave a presentation on a pre-prepared topic and was asked competency questions focusing on how I would deal with situations in the job. They were very friendly and made me comfortable but did not challenge or contest my answers enough.