Early Talent

Customer Service Apprenticeships

See open apprenticeships Application support and FAQs
A group of colleagues collaborating at the Gogarburn office, one person working at a computer while others discuss nearby.

Applications now open

Kickstart your career

Customer Service is one of the most important roles we have. You’ll be the face of NatWest, helping our customers solve real, everyday problems with empathy and compassion.

Whether it’s getting a new mortgage or helping them take back control of their finances, you’ll be there to help them every step of the way.

Hear from our apprentices

Taking that next step towards a career can be a bit daunting. That’s why we do everything we can to support you on your journey. From giving you the time you need to get adjusted in your new job, to giving you direct one to one support whenever you’re having difficulty.

We encourage you to put your best foot forward every step of the way. But never mind what we have to say. Find out what our Customer Service apprentices think of us.

Text: Who are you?

Saima Mahmood, Providing Finanical Services Apprentice: Hi, my name is Saima, and I work as a customer service and experience advisor at NatWest.

Text: What made you choose this apprenticeship?

Saima: I chose it because I thought it’d be a good opportunity to learn while also getting paid for the role I’ll be in.

Text: Describe your apprentice journey in three words?

Saima: I feel like it was supportive, interesting and rewarding.

Text: Where are you now on your apprenticeship journey?

Saima: I’ve now completed my apprenticeship.

Text: Do you feel you can make an impact through your apprenticeship?

Saima: Yeah, even through this video, I can reach many different audiences.

Text: Is being paid to work and learn during your apprenticeship important to you?

Saima: Yeah 100% it’s really important to have that incentive there.

Text: What do you think about having a job waiting for you once you complete your apprenticeship?

Saima: I feel a sense of security that I’ll be given a job after this.

Text: Teamwork is everything at NatWest Group. How would you describe your team?

Saima: So I feel like my team are quite fun and easy going, have a joke and it’s just a really good environment to be in.

A colleague smiling while having a discussion.

Who we’re looking for

Unless you’re looking to do a Degree Level Apprenticeship you don’t need any formal qualifications to apply for one of our apprenticeships, so who are we looking for? Are you a people person? Do you enjoy helping others with their problems, big or small? Do you like to find solutions when everyone else can only see the problem? If the answer to any of these is “yes”, then Customer Service is the place for you!

Helping our customers have better control over their finances is fundamental to everything we do. If you want to help everyday people thrive this apprenticeship really is the perfect choice for you.

I chose a NatWest apprenticeship because as a non-native English speaker, diversity and inclusion is important to me.”

Sheethal

Financial Services Customer Service Advisor

Who can support you?

Woman smiling holding laptop

Your buddy

Your go-to person at the start of your apprenticeship who will provide role-specific training, answer your questions, offer advice, and help you meet peers.

Woman smiling

Your line manager

They’ll work alongside you day-to-day across your apprenticeship journey, providing feedback and support to help you achieve your goals and develop your skills.

Man smiling

Your programme champion

An apprentice peer that will connect with you before you start your apprenticeship, and support you on any queries such as qualifications or what it’s like to be an apprentice at NatWest Group.

Group smiling to the camera together

The other apprentices

Your apprentice colleagues are on the journey with you and there will be plenty of opportunities to connect and support each other.

Apprenticeships in Customer Service

The application process

Step 1: Apply

Select the apply button to go to our Workday platform. You’ll need to create an account if you don’t have one already.

We’ll ask you a few questions to make sure you’re the right fit for the role and ask you to upload a version of your CV that includes any qualifications you’re currently studying.

Step 2: Online assessment – Work scenarios

This assessment will give you real life work situations to help us understand how you use the core skills and behaviours that are important to us. It’ll take around 20-25 minutes to complete but you can take as long as you need.

Step 3: Ability test (Degree Level apprenticeships only)

For a Degree Level apprenticeship, you’ll also be asked to complete an ability test. This comes before the video interview. It lasts about 10 minutes and you’ll be using your problem solving and numeracy skills. There are practice tests available in the ‘help’ option once you’re in the assessment platform.

Step 4: Pre-recorded video assessment

This is your chance to tell us more about you. You’ll record timed answers to pre-recorded questions in a video interview. There’s a mix of motivational, competency, and scenario-based questions. It should take around 20 minutes to complete.

Step 5: The interview

When you’ve passed the last stage of the online assessments, we’ll aim to book you in for an interview. Every one of our apprenticeships is assessed against our Critical People Capabilities (CPCs).

Our Critical People Capabilities (CPCs)

Step 6: Pre-employment screening

If you’ve been successful at securing a place on one of our programmes you’ll need to complete pre-employment screening. This will be managed by one of our case handlers who will guide you through the process.