At a Glance
- Tasks: Be the first point of contact for customers, delivering top-notch support and building relationships.
- Company: Join a leading bank committed to sustainable growth and customer satisfaction.
- Benefits: Earn £25,785, enjoy flexible benefits, 25 days' leave, and a funded apprenticeship.
- Other info: Inclusive workplace welcoming diverse backgrounds; apply early to secure your spot!
- Why this job: Kickstart your career in finance while helping customers navigate their accounting needs.
- Qualifications: No prior experience needed; just bring your passion for helping people and learning.
The predicted salary is between 28000 - 35000 £ per year.
Progress as unique as you are. Apprenticeship – Commercial & Institutional Banking starting October 2026. Commercial & Institutional Banking partners with businesses and financial institutions to provide the finance, expertise, and long-term support they need to navigate complexity, grow with confidence, and achieve their ambitions sustainably.
Programme length: 15 months
Salary: £25,785
Qualification gained: Providing Financial Services Level 6
Location: Edinburgh
Our people work in different ways depending on their roles, and apprentices follow their team’s approach, which may be onsite or hybrid depending on the job.
What you’ll do
As a Customer Service Apprentice in our FreeAgent Support Team, you’ll be the first point of contact for our customers, building strong relationships with new and existing customers, focusing on delivering a world class experience, whilst responding to their enquiries via phone, email, and online chat. Day-to-day you’ll also be:
- Responding to customers accurately and promptly on both product and accounting queries
- Helping new and prospective customers get started using the software
- Answering existing customer queries which range from simple product usage queries to more accounting related questions
- Learning basic accounting principles to help guide and support our customers in managing their everyday accounting and bookkeeping needs
How we invest in you
Our apprenticeships will support you to learn, grow and build a career you are proud of. You’ll also get:
- A starting salary of £25,785
- Flexible benefits, 25 days’ annual leave + bank holidays, and a monthly retirement fund contribution
- A fully funded apprenticeship - Providing Financial Services Level 6
The skills you’ll need
To thrive in this role, you’ll need the ability to collaborate and support the development of positive customer relationships through credibility, trust, and an unwavering focus on doing the right thing. You’ll also:
- Keep the customer at the heart of everything you do, demonstrating a genuine passion for helping people
- Bring creativity, curiosity, and a willingness to learn, with an open and flexible approach to new ideas
- Proactively identify problems and confidently propose effective solutions
- Apply strong analytical and logical thinking, and adapt positively to change
- Plan and organise work efficiently, managing priorities and time effectively
- Be computer-literate and comfortable using technology in a fast‑paced environment
- Show an interest in working with numbers and basic accounting or financial concepts
Eligibility
Our apprenticeships are designed for people new to the subject. If you already have substantial experience or qualifications in this area, you may be overqualified. Please check our FAQs before applying. You’ll also need to have the right to work in the UK for the full duration of the programme. Unfortunately, this role does not meet Skilled Worker Visa requirements.
Inclusion and accessibility
We’re committed to building an inclusive workplace where everyone feels they belong. We welcome applications from people of all backgrounds and experiences. If you need reasonable adjustments at any stage of the recruitment process or in the role itself, please let us know, we’re happy to support you.
Ready to apply?
Our application window closes once we receive enough applications to fill the cohort so apply as soon as you’re ready to make sure you don’t miss out. Make sure you’ve listed your qualifications and experience on your CV before applying.
Hours: 35
Customer Service Apprentice employer: Dormont Manufacturing Co
As a Customer Service Apprentice with our Commercial & Institutional Banking team in Edinburgh, you'll be part of a dynamic and inclusive work culture that prioritises personal growth and development. With a competitive starting salary, flexible benefits, and a fully funded apprenticeship programme, we are dedicated to investing in your future while you build meaningful relationships with customers and gain valuable skills in financial services. Join us to embark on a rewarding career path where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Apprentice
✨Get Involved with Campus Recruitment Events
Apprenticeships in banking and financial services often come through campus recruitment days. Keep an eye out for events hosted by your university or local banks, as these can be golden opportunities for us to meet recruiters face-to-face and make a great first impression.
✨Engage with Professional Bodies
Join organisations like the Institute of Chartered Accountants or the Chartered Institute of Banking. These memberships can provide valuable resources and networking opportunities, plus, they often have dedicated sections for apprenticeships and early-career roles that can point us in the right direction.
✨Follow the Right Companies on Social Media
Banks and financial services firms love to share their stories on social media! Follow companies like Dormont Manufacturing Co to keep up with their latest apprenticeship opportunities and insider news. Engaging with their posts could give us an edge when it comes to the application.
✨Utilise Your University’s Career Service
Your university's career service is a treasure trove of information for apprenticeships in banking. They often have connections to employers like Dormont Manufacturing Co, so don't hesitate to tap into their resources and advice!
We think you need these skills to ace Customer Service Apprentice
Some tips for your application 🫡
Show Off Your Maths Skills:In the banking and financial services sector, being good with numbers is a must! Make sure to highlight any relevant maths qualifications or experience in your application, as well as any projects or coursework that demonstrate your analytical skills.
Emphasise Your Willingness to Learn:As this is an apprenticeship, companies like Dormont Manufacturing Co want to see your enthusiasm for the industry and your eagerness to learn. In your cover letter, chat about why you’re interested in banking and any specific areas you’re excited to explore. Show them that you’re ready to soak up knowledge like a sponge!
Highlight Relevant Experience (Even If It's Limited):Whether it's a part-time job, volunteer experience, or even a school project, mention any relevant experience related to banking or finance. This could include customer service roles or any projects where you handled budgeting. We’re all about showing how you can apply your skills, even if they’re from unconventional backgrounds.
Tailor Your CV for Impact:Make sure your CV isn’t just a list of duties. Tailor it to reflect skills that appeal to financial services, like attention to detail and communication skills. Don’t forget to keep it clear and concise, showing how you’re a perfect fit for the apprenticeship at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Brush Up on Financial Principles
Since you're diving into the banking and financial sector with an apprenticeship, it’s crucial to familiarise yourself with key concepts like interest rates, investment strategies, and basic financial accounting. Make sure you can share your understanding of these principles during the interview, as they'll likely pop up in practical scenarios.
✨Be Ready for Scenario-Based Questions
In the world of banking, interviewers love to throw real-world scenarios at you. Prepare for questions that ask how you'd handle customer inquiries or solve financial challenges. Practising these types of situational responses can really showcase your problem-solving skills and customer service abilities, both of which are essential in this field.
✨Show Your Eagerness to Learn
As an apprenticeship candidate, what's going to set you apart is your motivation to learn and grow in the role. Be sure to express your excitement about entering the banking world and highlight any steps you've already taken to educate yourself, whether through courses, workshops, or relevant hobbies.
✨Prepare Your Questions About Company Culture
When interviewing with Dormont Manufacturing Co, don’t shy away from asking about their company culture and training programmes for apprentices. This shows that you're not only focused on the role but also interested in how you'll fit within the team, which is a major factor for your future success in the apprenticeship.
