Applications are open – apply now!

Get work-ready, earn a living wage, reach your potential

In collaboration with

Salary

  • Southend-on-Sea: £22,590
  • All other locations: £22,455

Qualification

England: Level 2 Financial Services Customer Advisor apprenticeship

Scotland & Northern Ireland: Level 2/6 Providing Financial Services apprenticeship

Locations

  • Belfast
  • Edinburgh
  • Greenock
  • Manchester
  • Southend-on-Sea

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
✅ E
arn 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

Live programmes - apply now!

Applications are now open for our 2024 NatWest Contact Centre programmes! 

  1. Check out the live programmes below and click to apply. Remember, you’re applying to LTSB’s pre-employment programme, not the job itself yet.
  2. Once you have completed and submitted your application, the LTSB team will check your eligibility, and follow up by email or phone to find out more about you and why you are interested in a career in customer service.
  3. If successful in interview you will then be invited to an assessment centre with other young people applying for the programme.
  4. Successful candidates will be offered a place on the programme!

Date: 29th April 2024
Role: Customer Service Apprentice – Fraud
Setting: Contact Centre
Apprenticeship: Level 2 Financial Services Customer Adviser

Date: 3rd June 2024
Role: Customer Service Apprentice – Retail Banking
Setting: Contact Centre
Apprenticeship: Level 2 Providing Financial Services

Date: 3rd June 2024
Role: Customer Service Apprentice – Fraud
Setting: Contact Centre
Apprenticeship: Level 6 Providing Financial Services

Date: 5th August 2024
Role: Customer Service Apprentice – Retail
Setting: Contact Centre
Apprenticeship: Level 2 Financial Services Customer Adviser

If you have any questions about the application process or roles available, please contact applications@ltsb.charity