Customer Service Assistants

Job overview

In this role you'll be applying your customer service expertise by exceeding customers' expectations through high quality service and providing excellent customer experience at first point of contact. Investigating and analysing queries accurately and raising with the relevant internal and external parties without delay, supporting customers with their accounts and helping to prevent them becoming victims of financial crime.

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 to complete professional qualifications or technical training that you'll need to be successful i your role.

Once established in the programme, we'll look to you, to support other new apprentices, using your experience to guide and support them.

You'll also be:

Proactively speaking over the phone with customers to deepen relationships, resolving queries, as well as working with other areas of the organisation to meet customer needs
Investigate and analyse queries accurately and raise with the relevant internal and external parties without delay, escalating where appropriate
Promoting new digital services to encourage customers to use these channels

Completing your learning plan on time, which may include passing exams, submitting workbooks and providing evidence of your development
Working closely with your apprenticeship learning provider and developing positive relationships with a wide range of colleagues
Developing your knowledge and capabilities to undertake the job

What will I learn?

Join our apprenticeship programme, where you'll be completing an externally accredited programme, Providing Financial Services Level 6, which will take you up to 18 months and will set you up with excellent career prospects.

You'll be joining one of our Fraud Prevention telephony teams, who'll give you all the technical training you'll need to be successful in your role

This is a great opportunity to take ownership of your career path and build a network across the bank

You'll be part of our growing community of apprentices, benefiting from a supportive and collaborative working environment

Within this role you'll work a variety of different shift patterns which may include some weekend working

What qualification or qualities are required?

National 5 qualifications in Maths and English (grade C/4- A*/9) (or Equivalent) desirable but not essential.