Customer Service Apprentice

NatWest Group; City of Edinburgh; On-site; GBP 26,000; Full time

Job summary

An established industry player is seeking dedicated individuals to join their Digital X - Fraud team as Apprentices. This role offers a unique opportunity to gain hands-on experience in customer service while receiving comprehensive training and support. As part of this dynamic team, you will educate customers on fraud prevention, investigate transactions, and contribute to enhancing customer experiences through innovative solutions. With a competitive salary and a range of benefits, this apprenticeship is an excellent starting point for those looking to build a successful career in the financial services sector.

Benefits

Healthcare benefits

Generous holiday entitlement

Retirement fund contribution

Flexible working options

Qualifications

• Passion for learning and determination to succeed.
• Strong customer focus and innovative mindset.

Responsibilities

• Educate customers on fraud and scams.
• Investigate and analyze transactions for fraud detection.
• Improve customer service and processes.

Skills

Communication Skills

Stakeholder Management

Interpersonal Skills

Problem Solving

Analytical Skills

Organizational Skills

Education

No prior qualifications required

Job description

Join us in October 2025 as an Apprentice in our Digital X - Fraud team, This is a telephony role.

• We’ll provide all the technical training you’ll need to be successful in your role
• You’ll complete the externally accredited Providing Financial Services Level 6 apprenticeship programme, which will set you up with excellent career prospects. For more information about the programme please see our FAQs
• Our people are the foundation that success is built on, so we’re passionate about supporting them too. We’ll support you in completing your programme and you’ll be part of our growing community of apprentices.
• This job does not meet Skilled Worker visa sponsorship requirements

We thrive through diversity and value the variety of backgrounds, perspectives and opinions in the room – and if you value this too, there’s a place for you with us

What you'll do

As a Customer Service Apprentice within our Digital X - Fraud Team you will :

• Educate our customers on fraud and scams and protecting vulnerable customers
• Deliver successful customer and business outcomes by processing, authorising and investigating all transactions
• Help to improve customer service, processes and procedures, considering how technology can enhance customer experience
• Share your insights within the fraud prevention team on emerging trends and evolving customer needs
• Review high risk data from a range of systems to help detect fraudsters and protect genuine customers from financial crime

What you’ll learn

Taking on an apprentice role could be a fantastic starting point or change for your career. You’ll receive support every step of the way, with guidance, training and mentoring to help you reach your full potential. Your line manager will set you up with goals and an individual learning plan, to help you complete professional qualifications or technical trainings

Your learning journey will include:

• How to build and strengthen customer relationships over the phone, resolve queries, and work with a variety of teams across the organisation to meet customer needs
• How to investigate and analyse queries accurately, raising concerns with the relevant internal and external parties without delay, escalating where appropriate
• How to promote new digital services to encourage customers to use these channels

The skills you'll need

We’re looking for people with a passion for learning and high levels of determination, motivation, and drive to succeed. You’ll have strong communication, stakeholder management and interpersonal skills with the ability to build, maintain and enhance relationships at all levels.

You’ll also need:

• The ability to maintain a strong customer focus
• An innovative and creative mindset
• Good problem solving skills and a proactive and inquisitive mindset, with the ability to challenge and offer solutions
• An analytical, numerate, and logical skillset with the ability to adapt well to change
• Good planning and organisational skills with the ability to prioritise and manage your time effectively

What else you need to know

An Apprenticeship is a development programme. At NatWest we offer apprenticeship programmes for candidates who have little or no qualifications or experience in the subject of study.

If you have substantial experience or qualifications in the apprenticeship subject, you may be overqualified and not meet the programme criteria. Please make sure you have checked the FAQs before applying to ensure you meet the requirements.

How we'll reward you

You’ll join on a competitive salary of £25,020.

You’ll also benefit from:

• A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits, our fully flexible reward programme
• A generous holiday entitlement of 25 days, plus bank holidays
• A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out ourrewards and benefits page.

Our people work differently depending on their jobs and needs. Fromhybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Hours

35

Job Posting Closing Date:

21/05/2025 Ways of Working:Office First