Job Description

This is an 18-month Apprenticeship programme, with an opportunity for a progression to more complex role. Throughout the programme, you will get to know our product and services and be part of a team to deliver the exceptional service to our customers.

We are looking for people to join our team who are passionate about delivering an exceptional customer experience, who are ambitious and have a helpful personality. Face to face customer service experience is helpful, but not essential, what we are really interested in is a genuine passion for going above and beyond for our customers in our Wealth and Personal Banking business area.

At the start of your journey in your new role we will support you through a blended learning experience this is where you will learn how to be successful in your role through a mixture of virtual classroom & practical training, as well as having the opportunity to develop these new skills fully supported within your branch. This will provide you with the opportunity to get hands on experience and apply learning into practice.

Within this role you will;

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers banking requirements, take ownership of their individual needs and deliver an exceptional customer experience
• Play an important part in customer education around digital services and fraud awareness
• Identify customers who are in vulnerable situations and determine the best way we can support them

This role is based in various locations nationally

Required Knowledge, Skills, and Abilities

• Enthusiasm and a desire to learn and work at pace with changing priorities
• A “people first” approach, willing to put the customer at the heart of decision making
• Naturally inquisitive – able to ask why and bring new ideas to the table 
• Strong communication skills which will enable you to engage in effective conversations, build strong connections and show empathy to our customers.
• Ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalized, friendly & efficient service
• Be resilient to a continuous changing environment
• Flexibility as, we may ask you to support other local branches within a reasonable distance to you
• Adhering to company’s values of being dependable, open to different ideas and cultures, connected to colleagues and customers, and acting with courageous integrity in everything we do. This means having the courage to make decisions based on doing the right thing, and upholding the Bank’s ethical standards and principles.
• 5 GCSEs (or equivalent) at or above grade 3/E, including Math and English.