Initial telephone screen with general questions about your CV particularly to ensure you have the required 6 months customer service experience. Things like bar work and shop assistant jobs do count as part of this - they just want to ensure you are experienced in a customer facing role. If you pass this stage there is a face to face interview in the office which again isn't too hard. Be prepared for question such as, "How would you deal with an irate customer?". This is a big part of the job given the industry. They also asked about my interest in sports and my knowledge of betting. Knowing the name of a bet or two is helpful (e.g. Lucky 15) but they are not looking for someone who is a gambling expert or a sport fanatic. Full training on sport and betting is provided.