Capita Case Handler interview questions

I interviewed in September 2017 for Capita Case Handler. Capita were recruiting for Lloyds Banking Group as they needed Case Handlers to deal with PPI cases. Moving on to the interview, I had a 30 minute phone interview based on 5 competency based questions e.g. name a time you dealt with a challenging customer and how you overcame the situation? OR name a time you feel you went above and beyond for a customer? I was asked to answer with the STAR technique which is extremely helpful. Extremely easy. On the phone you are told whether you are successful or not and then emailed a test to complete within 24hrs which you have to score a minimum of 60% on. Test was Maths, English and spitting the difference. I would score Average on the difficultly meter. If successful then phoned again from the recruiter to be invited for a face to face interview where they will go through your interview and ask the same competency questions. Then to do a mock phone call with the interviewer to gain some missing information from a customer on the sheet (pretty much scripted for you). Fairly easy. Finally, a group exercise on how you are deserted on an island and can only carry 7 objects with you, as a group you must decide together which objects to take. Very easy. Overall, great interview experience HOWEVER, they do not give you much insight to the role in terms of PPI but the job itself is interesting.

1. Initial competency based phone interview. 2. Online english and maths assessment 2. 'Assessment Center.' - Data checking test and competency questions, similar to phone qs. The interview proccess was good. Contact from Capita was on hand to answer any questions. It did not seem too difficult. Didn't get the position so asked for feedback. Nothing provided.