In collaboration with
Get work ready, Earn a living wage, Reach your potential.
LTSB has partnered with NatWest Group because we’re looking for young people who are passionate about customer service to join Contact Centre apprenticeship opportunities with the bank through 2023.
Roles are available in: Belfast, Edinburgh, Greenock, Liverpool, Manchester and Southend-on-Sea
Here’s how it works.
LTSB and partner NatWest are looking for young people who are passionate about Financial Customer service to join our Contact Centre programme for apprenticeship opportunities. Led by our experienced Careers Development Managers, you will undergo a tailored 2-week programme that will help your professional development and prepare you for your interview with NatWest for a Customer Service Apprenticeship in their Contact Centres.
The workshops we run range from exclusive interview coaching and CV workshops, to critical thinking, communications, debating and presentation skills. We also include insight events and Q&A with NatWest staff members and LTSB Alumni. You will also be invited to 2 days’ work insight into the NatWest Contact Centre. Here you will find out more about the role and experience first-hand what it’s like to work for NatWest.
In this role you’ll be applying your customer service expertise when dealing with and referring customer queries. Whether it’s carrying out day-to-day banking transactions like paying bills, or helping customers identify products and services that are right for them, you’ll be on the other end of the phone to take their calls.
Successful completion of the programme guarantees you an interview with NatWest for a Customer Service Apprenticeship. Once in the role you’ll have the opportunity to learn new skills, earn a competitive salary, and be supported professionally during the first 6 months of your career.
On the apprenticeship you’ll study to gain a qualification while putting new skills to use in work, earning a competitive salary, and being supported professionally through the programme.
Salary for successful candidates:
- Southend-on-Sea: £22,590
- All other locations: £22,455
Roles are available in the following locations. To find out what the apprenticeship study programme in your location includes, click the relevant link, but remember to return to this site to apply.
Belfast
Providing Financial Services apprenticeship study programme (Level 2 with potential to progress to Level 3)
Programme Start Dates:
- 20th March
- 24th July
- 25th September
Edinburgh
Providing Financial Services apprenticeship study programme (Level 6)
Programme Start Dates:
- 15th May
- 24th July
Greenock
Providing Financial Services apprenticeship study programme (Level 6)
Programme Start Dates:
- 15th May
Liverpool
Financial Services Customer Advisor apprenticeship study programme (Level 2)
Programme Start Dates:
- 20th February
Manchester
Financial Services Customer Advisor apprenticeship study programme (Level 2)
Programme Start Dates:
- 26th June
Southend-on-Sea
Financial Services Customer Advisor apprenticeship study programme (Level 2)
Programme Start Dates:
- 20th March
- 25th September
For roles in Belfast, Liverpool, Greenock, Edinburgh & Southend
You’ll be the first point of support for NatWest Group’s personal banking customers in one of the bank’s telephony banking teams.
The bank will look to you to deliver excellent service to its customers, keeping their needs and financial goals in mind at all times.
You’ll be educating customers in the different ways they can do their banking and supporting them in choosing the options that work best for them.
In this role you’ll be applying your customer service expertise when dealing with and referring customer queries. Whether it’s carrying out day-to-day banking transactions like paying bills, or helping customers identify products and services that are right for them, you’ll be on the other end of the phone to take their calls.
You’ll need to be flexible and work a rotating shift pattern.
Your hours of work will be between the hours of 7am and 9pm Monday to Sunday which will equate to 35 hours a week. You’ll be required to work 2 in 3 weekends and bank holiday working is a feature of this role.
NatWest Group will discuss your hours in more detail during the interview stage.
For roles in Manchester
In Fraud Retail Operations, the things that make a difference to our customers are what we do everyday. We’re there to help them when our customers lose money to fraud, either through unknown transactions or being a victim to a scam.. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.
You’ll also be:
Building a trusting relationship with your customer on every call you take, listening carefully and asking the right questions to ensure a fair outcome
Building and maintaining a broad awareness of the techniques fraudsters use
Identifying barriers to performance and coordinating improvements to enhance our efficiency
Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
Keeping accurate records of day to day operations, logging incidents and identifying trends
The skills you’ll need
We’re looking for someone with a natural flair and genuine desire for helping customers, using a full range of investigative tools. You’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
You’ll also need:
Great interpersonal skills, with the ability to build personal credibility, and engage with your stakeholders on often sensitive issues
A keen eye for detail, allowing you to identify potential risks to the bank and our customers
Experience of analysing and using data
The ability to convey information in a simple and understandable way
Microsoft Office skills, including PowerPoint, Excel and Word
We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible and commit to working a rotating work pattern.
Your hours of work can likely to be up until midnight, and will include working one day at the weekend (Sat/Sun) and Bank Holidays. We’ll discuss your hours in more detail with you during your interview stage.
Bank Holiday working is a feature of this role.
We are looking for young people aged 16– 24 who are passionate about building a career in customer experience in the Contact Centre telephony and complaints teams at NatWest Group. You don’t need previous experience, but you do need to show evidence of a genuine interest in the sector.
Eligibility Criteria:
- 16-24 years old
- Educated at a state school
- Received free school meals and/or require additional support to access careers
We are looking for young people with a passion for learning and helping customers have the best experience. There 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
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 essential. If you didn’t manage to achieve the grades or can’t provide evidence of your qualifications, NatWest Group will help you to obtain them during your apprenticeship.
Dedication and passion for helping customers is vital. You’ll be a real people person, with excellent listening and communication skills.
We’re also looking for you to demonstrate:
- The determination to go the extra mile for customers every day to provide that truly personal service
- Great listening skills to understand the needs of the customer, along with the ability to empathise with your customer’s situation and remain calm under pressure
- The ability to handle large volumes of calls and achieve quality results while maintaining high levels of detail
- Good numerical and organisational skills
- The determination to take ownership of your career, learning and developing new skills
The apprenticeship programme is open to people of any background. It’s a fantastic alternative to full time education, and a unique opportunity to become part of a diverse, challenging and exciting organisation.
Apprenticeship opportunities are designed to equip you with the knowledge, skills and behaviours required to be successful in the role. There needs to be the potential for the significant development of capabilities and competence during the programme for you to be eligible. You won’t 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.
We’ll carry out an eligibility check as part of the application process.
Applications are now open for our 2023 NatWest Contact Centre programmes!
To apply for a place on one of our programmes in your chosen location, please follow these simple steps:
- Click the button below to go to our application form.
- The form will ask you certain questions about your skills and your background to check your eligibility. Please complete all sections fully, and give as much detail as you can. Please include your predicted / on track grades if you do not have your final grades finalised or have been unable to complete your studies due to Covid-19.
- Please make sure to carefully choose the location that you’re applying for.
- Once you have completed and submitted your application, the LTSB team will assess it. We will check that you are eligible, and will be in touch to let you know.
- If you are confirmed to be eligible, you can expect to receive a follow-up phone call from one of the LTSB team. We will want to find out more about you and why you are interested in a career in customer service.
- If successful in interview you will then be invited to an online assessment centre with other young people applying for the programme.
- Successful candidates will be offered a place on the programme!
If you have any questions about the application process or roles available, please contact applications@leadershipthroughsport.org
