The first interview: Prepare to be told you may have to complete a group activity before your interview. An example is being given a scenario e.g; “a family is lost inside the zoo/they need this & that - what would you do”. You would then present this in your individual interview. This is how they compare you to other candidates first. The second part is attending a HR induction. This is getting a photograph taken & filling out paperwork. The third instalment is all of the chosen employees gathering in a hotel venue to receive customer service training. (For me) this included sitting at a table with people you do not know & completing activities and working as a team all day. Management also use this as a way to spot good workers. Confidence is key (leadership, public speaking & being social is needed) people with social anxiety or similar disorders like myself may struggle.
Interviews are in groups and involve role playing etc. Dress smart and take a bottle of water.
Research as much as you can about the company, people and ethos and know what you can do to benefit them.