Weâve partnered with NatWest Group to create high-quality apprenticeship opportunities for school leavers from underrepresented backgrounds who are passionate about starting a career in financial customer service.\n\nProgramme Start Date: 24th March 2025\n\nYouâll gain expertise through dealing with and referring customer queries. Whether itâs carrying out day-to-day banking transactions like paying bills, or helping customers identify products and services that are right for them, youâll be on the other end of the phone to take their calls.\n\nLed by our experienced Programme Managers, you will undergo a bespoke 3-week programme that will help your professional development and prepare you for your interview with NatWest for a Customer Service Apprenticeship across different areas of the bank.\n\nWho's this for?\n\nIf you are interested in building a career in customer experience at NatWest Group we want to hear from you. You donât need previous experience, but you do need to show evidence of a genuine interest in the sector.\n\nThere is no minimum academic criteria required although Maths and English GCSE in England and Northern Ireland, or National 5 qualifications in Scotland would be an advantage. If you didnât manage to achieve the grades or canât provide evidence of your qualifications, NatWest Group will help you to obtain them during your apprenticeship.\n\nYou wonât be able to join the programme if you have the same or equivalent qualification, or work experience at a similar level in a similar field. This may include a related apprenticeship, a university degree or a role in which you may have developed similar skills.\n\nWhat will I get?\n\nEveryone who completes the pre-employment programme is guaranteed an interview with NatWest.\n\nThose who are successful in securing the role will:\nâ Have the opportunity to learn new skills and study for an apprenticeship\nâ Earn a competitive salary (see above)\nâ Receive professional support during the first 6 months of your career Job Description (the role you'll be doing)\n\nSpeaking with our existing Commercial customers and our prospective customers by being focussed on building sustainable, long term relationships â always focussing on the customer experience and delivering positive customer outcomes.\n\nCarrying out telephone meetings with our Commercial customers to include service reviews and helping to protect them through fraud/security reviews. You will also attend and take part in face to face customer meetings from time to time.\n\nSupporting the management of our customer contact strategies, through diary planning and booking appointments for our Relationship Managers.\n\nProviding Relationship Managers with well researched briefs and information for their customer meetings.\n\nContributing to the management of risk to ensure we always work within the Bankâs requirements.\n\nLearning and understanding how to follow a lending request from beginning to end and supporting with the management of the process.\n\nBuilding your banking experience by learning about Bank systems, processes and customer products as well as developing an appreciation of the Commercial banking market.\n\nContributing to an inclusive and learning focussed culture which includes spending time on your own Continuous Professional Development. \n\nHere are some examples of the queries you might deal with as a customer service apprentice at the start of your career:\n\nAmending direct debits/ standing orders\nSetting up online banking\nRefunds, benefits, payslips confirmations\nRetail disputes\nLost & stolen cards\nOnline banking errors Eligibility\nWe are looking for young people who are passionate about building a career in customer service. You donât need previous experience, but you do need to show evidence of a genuine interest in the sector.\n\nEligibility Criteria:\nWe work in areas where talent struggles to find opportunity, and so we are specifically looking for young people who were eligible for free school meals, or from areas of low educational attainment, or have faced personal disadvantage. To be eligible you must meet the following criteria:\n\nDid not attend a fee-paying school\nReceived free school meals and/or require additional support to access careers\nWe are looking for young people with a passion for learning and helping customers have the best experience. There is no minimum academic criteria although Maths and English National 5 qualifications or Foundation Apprenticeships in Scotland would be an advantage\n\nFor all the roles, you must be eager to learn and succeed