After submitting application I received an email to book a telephone interview which lasted around 15 minutes very easy. Was then invited for a face-to-face interview at the assessment center the following week. The interview was with two people one team leader asking all the questions another writing everything I say down. The interview starts off telling you about the role, going over your details and experience. Then they moved onto competency questions which were average. Then they give you a role play which you have 15mins to read through but you can still read from the sheet when it starts so it's not too difficult. The role play is mainly to get an understanding of how you deal with a customer and your phone mannerisms. Received a phone call from the assessment center to confirm they've offered me a position. Overall not the easiest interviewing process but just be friendly, calm and take your time with everything.

After applying online I was invited by email to do a telephone interview. This telephone interview lasted about 20-30 minutes and I was told by the interviewer that I had passed and was invited for a face-to-face interview, which took place two weeks later. This second interview lasted around an hour, and involved a role playing exercise and some competency-based questions with two of the managing staff. The atmosphere was quite relaxed and the staff that interviewed me were lovely. After the interview I heard back the next day with an offer and the background checks came through very quickly.

THE MOST UNPROFESSIONAL INTERVIEW PROCESS I HAVE EVER ENCOUNTERED!! i had the telephone interview and waited for the actual face to face interview to be arranged but then received an email saying i'd got a telephone interview a few days later?? I couldn't get through when i called to inform them i'd already HAD the telephone interview so i emailed their HR. No reply. I was then called at 8am the next day for a 2nd Telephone interview which was followed by an email saying they had "Cancelled my application as i didn't require the role anymore". I called AGAIN to inform them this was not the case. After waiting for twenty minutes on hold i spoke to an agent who informed he would send my details to the HR department and i would receive a call back. I never received one as the agent never forwarded my details. I finally spoke to the HR Lady who had initially interviewed me for the Telephone interview and who apologized and set a date for the actual interview (I had to confirm which role i was applying for first though as She didn't know!) I arrived at my interview to be greeted by a smug,, (aren't they all) middle aged, unprepared "Team Leader" who gave off a negative vibe from the outset. He proceeded to ask me POINTLESS competency questions based on the companies "Values". Smirking to himself throughout. I was then given a role play to act out (Which wasn't explained clearly) and given 10 minutes to prepare. it was more like 5 minutes. I then had to sell the "customer" insurance. Even though i made it clear i do not come from a sales background. Which he would have known if he'd bothered to have my CV at hand. Which he Didn't. All THIS for a £16.5K Job! All in all, i was given the impression that Direct Line is an APPALLING company to work for and no doubt equally appalling to their customers. I was relieved the next morning when i received the email informing me i was "unsuccessful" as it saved me a job of ringing to say "No Thanks!!" . I did not even bother to call for any feedback on the interview. AVOID!!