After submitting online application form you are then asked to do a competency based questionnaire. It has various customer scenarios and you have to choose what you would do in that situation. If you pass that, you get called in for assessment. The assessment consists of basic numeric questions on how much change you would give for tickets. Then map and timetable reading assessment. Then identifying different types of tickets. Then basic grammar where you have to identify any grammar issues in a paragraph. If you pass all these then you go onto a role play where you are playing the part of a staff at a railway station. If you pass that you get called for interview with manager. The manager asks questions about your experiences e.g. describe a time where you were under a pressure or exceeded customer expectations etc.