I applied online. This part was easy just basic common sense questioners on customer services after that they ask you to book an interview. Mine was a week later. Went to the store, had to wait for the manager for about 20 min in the staff canteen/ break room. Manager was super friendly. Actually all the staffs in M&S are friendly. I had about 30 min interview. Started with tell me about yourself. ...What is a good customer service ? It was really relaxed, she told me about the process in M&S ( its super slow) but will get done eventually. :) We had normal chats in between interview questions, like for example : how she had been working in M&S for 25+ years, and started off as a christmas temp. Then I had to fill a form telling them about my availability, if I had any pre booked holidays and stuffs. I did't have any role play though. And I did tell her I had no previous retail experiences. Just waitressing. She ended with I have more interviews this week but will let you know by next week.