Customer Service Apprentice

NatWest Group; Stoke-on-Trent; On-site; GBP 26,000; Full time

Job summary

Join NatWest Group as a Customer Service Apprentice in the Commercial & Institutional – Manage My Money Team. This role focuses on delivering outstanding customer service while you complete the Senior Financial Services Customer Advisor Level 3 apprenticeship. You’ll gain practical skills alongside formal training, setting a strong foundation for your future career in financial services.

Benefits

Healthcare benefits

25 days holiday plus bank holidays

Monthly retirement fund contribution

Qualifications

• Passion for learning and motivation to succeed.
• Ability to maintain strong customer focus.
• Analytical and logical skillset.

Responsibilities

• Deliver successful customer outcomes by investigating queries.
• Analyze queries accurately and collaborate with relevant parties.
• Support process training and knowledge sharing in the team.

Skills

Communication

Stakeholder Management

Problem Solving

Analytical Skills

Customer Focus

Education

GCSEs or equivalent in Maths and English

Job description

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Join us in October 2025 as an Apprentice in our Commercial & Institutional – Manage My Money 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 Senior Financial Services Customer Advisor Level 3 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 Commercial & Institutional – Manage My Money Team you will :

• Deliver successful customer and business outcomes by investigating queries, supporting business processes and understanding business needs.
• Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution with complex issues.
• Analyse queries accurately and raise with the relevant parties within a timely manner.
• Suggest areas of customer and business focused improvement.
• Review processing errors and customer complaints to identify trends and training needs.
• Support process training and knowledge sharing in the team whilst participating in activities to drive improvements.
  
  

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

• An understanding of how your organisation fits within the financial services industry
• Knowledge of how the financial services’ legal and regulatory framework operates and how this applies to your role
• Understanding and fulfilling your customers’ needs
• Developing strong, effective relationships with your colleagues
• Analysing and solving problems within regulatory guidelines and your company’s policies
• Growth in your role and continuous improvement and development
  
  

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.

Eligibility

It would be ideal if you can provide evidence of your grade A-C or Level 4, Maths and English GCSE or equivalent results, but this is not necessary to start with us as an apprentice. If you didn’t manage to achieve the desired grades or cannot provide evidence of your qualifications, then we’ll support you during your apprenticeship.

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.

Seniority level

• Seniority level

  Internship

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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  Software Development

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