Filled out online form with quite lengthy background and fairly straightforward competency questions. I was emailed back within 24 hours with the invitation to set up a telephone interview. Telephone interview followed customer service competency questions, was put on hold for 5 minutes and told I had progressed to the next stage where she booked me in and told me I could change the date if needed online. I had to attend the call centre a few days after my telephone interview, we were told to get there early but ended up waiting around for quarter of an hour after the specified time (this is a sign of things to come). A group of us were led to a small conference room where they took documents and explained what would happen during the day, a one on one interview, a group exercise and a role play exercise. Half of us were then taken to a break room to wait while the other half had their interview (about 50 minutes), I then had my interview which was the exact same questions as those in the phone interview. Another half hour wait then we were taken to the group exercises where we were split into groups of four, we were each given a transcript between an adviser and a customer and told we had 10 minutes preparation with the test lasting a further 20 minutes. We were given a sheet with three columns where we would have to decide amongst ourselves what the adviser had done well, what they could improve on, and how we would live the companies values. This was supervised by two adjudicators, honestly it was a poorly thought out exercise for a group assignment. After another half hour wait we were brought out for a telephone role play, we were sat down and the exercise explained and handed the documents to look through before taking our seat at a workstation. We had 10 minutes to study and plan with 10 minutes max for the test. Documents had customer information and a couple of pages of things such as standard greeting and how to resolve certain situations with some product information. After the role play we were given feedback from the tester then taken to wait for our second role play. Another half hour wait and came back to do the same thing with a new customer information sheet before being escorted to the lobby. I was informed that I had not passed the interview within the following week. All the people during the interview process were very nice but the group interview stage was a bit insulting. I was annoyed to find the one-to-one interview an exact copy of the phone interview (same questions) being redundant, the poorly designed group exercise and the lack of explanation into the role. What I find unforgiveable is the frankly ludicrous amount of time we were made to wait around, an interview process that had 2 hours of actual substance lasted over 5 hours, total time taken for the Lloyds interview was 7 hours for filling in the application, phone interview and group stage.