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Get work-ready, earn a living wage, reach your potential
In collaboration with
Overview
We’ve partnered with NatWest Group to create high-quality apprenticeship opportunities for young people who are passionate about starting a career in financial customer service.
You’ll gain expertise through 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.
Led by our experienced Careers Development 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.
We are looking for young people aged 16– 24 who are passionate about building a career in customer experience 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
✅ Received free school meals and/or require additional support to access careers
✅ Did not attend a private / fee-paying school
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. 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.
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.
Everyone who completes the pre-employment programme is guaranteed an interview with NatWest.
Those who are successful in securing the role will:
✅ Have the opportunity to learn new skills and study for an apprenticeship
✅ Earn a competitive salary (see above)
✅ Receive professional support during the first 6 months of your career
Here are some examples of the queries you might deal with as a customer service apprentice at the start of your career:
- Amending direct debits/ standing orders
- Setting up online banking
- Refunds, benefits, payslips confirmations
- Retail disputes
- Lost & stolen cards
- Online banking errors
Week 1
Monday – Induction with NatWest Group guest speakers
Tuesday – Professional Communication
Wednesday – Presentation Skills
Thursday – Critical Thinking Skills
Friday – Professional Communication Skills and CV writing
Week 2
Monday – Review of week 1, and Ethics, Morality and the Law
Tuesday – How apprenticeships work, and Case Study workshop
Wednesday – 1-2-1s and Interviewing Part 1
Thursday – Team Task and Interviewing Part 2
Friday – Presentations with judges, and Mock Interviews
Week 3
Monday – Work Experience
Tuesday – Work Experience
Wednesday – Interview with NatWest Team Leaders
Thursday – Offers made!
Friday – Deadline for offer acceptance
With the support of LTSB throughout the first six months of working with NatWest, many young people go on to progress quickly to more senior roles.
Alumni from our programme have progressed into a variety of roles, including:
- Business Banking Advisor
- Customer Support Team Leader
- Mortgage Advisor
- Vulnerable Customer Support Advisor
Meet Liv and Luke, Customer Service Apprentices in Southend!
Hear from them as they talk about their journey with LTSB to now progressing in their careers as Customer Service apprentices.