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- Tasks: Support customers with exceptional service via phone and email, resolving queries effectively.
- Company: Join Castle Trust Bank, a leader in customer service and financial solutions.
- Benefits: Gain valuable experience, receive training, and enjoy opportunities for career progression.
- Why this job: Make a real difference by helping customers manage their savings and finance queries.
- Qualifications: GCSE English and Maths grade 4/C; customer service experience preferred.
- Other info: Dynamic apprenticeship with a focus on personal development and learning.
Joining our central contact centre, you will play a key role in supporting our customers by providing them with exceptional service when they call in by telephone or email us with their queries. You will receive training on two of our business lines – Savings and Omni Capital Retail Finance.
Our Savings customers might be calling to find out more about our products and to better understand our online services. They might be calling to open a new account or requiring help and support with an existing account, you will be ensuring their queries are answered effectively whilst always maintaining a positive Castle Trust Bank brand. Omni Capital, our retail finance division, partners with retailers nationwide to provide their customers with credit solutions, that allow them to spread the cost of their purchases. You will be responsible for dealing with a variety of customer queries about their account status and balance, through to if they are having difficulty in making payments. Whilst every customer is unique, the types of queries you will be dealing with each day will soon become familiar to you. We also manage customer contact through email and messages sent through our online portal, so your written output needs to be of a high standard.
Key Responsibilities
- Answering inbound calls from clients relating to the management of their savings and loan accounts.
- Corresponding with clients through messaging services, email and chat, ensuring that written output is of a high standard and representative of the bank’s brand.
- Supporting clients with queries, website questions and help clients complete the application process and online registration.
- Completion of account amendments and client instructions.
- Supporting customers who may have vulnerable characteristics.
- Engage with customers and provide excellent customer service and brand representation.
Training
Customer Service Practitioner Level 2 training provided with Learning Skills Partnership.
Qualifications required
English and Maths GCSE grade 4/C.
Desirable
Relevant industry recognised qualification.
Skills required
Essential:
- Experience of working in a customer service role.
- Excellent telephone manner.
- Good written communication skills with attention to detail.
Desirable:
- Experience of working in a contact centre environment, making, and answering customer phone calls and emails.
- Working within a regulated or financial services environment.
Prospects
There are excellent opportunities for progression within the company, with a strong focus on continued learning and personal development.
Qualification / Standard: ST0072 Customer service practitioner
Duration: 15 months and 1 day.
Contact Centre Associate Apprentice (Apprenticeship) employer: GetMyFirstJob Ltd
Contact Detail:
GetMyFirstJob Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Associate Apprentice (Apprenticeship)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Castle Trust Bank and their services. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Try role-playing common customer service scenarios with a friend or family member. This will help you feel more comfortable handling queries and improve your communication skills.
✨Tip Number 3
Be yourself during the interview! Show your personality and let your passion for customer service shine through. Remember, they want to see how you would fit into their team and represent their brand.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at Castle Trust Bank.
We think you need these skills to ace Contact Centre Associate Apprentice (Apprenticeship)
Some tips for your application 🫡
Show Off Your Communication Skills: Since you'll be dealing with customers through calls and emails, make sure your written application reflects your excellent communication skills. Use clear and concise language, and don’t forget to proofread for any typos!
Tailor Your Application: Take a moment to read the job description carefully and tailor your application to highlight relevant experiences. Mention any customer service roles you've had and how they relate to the responsibilities of a Contact Centre Associate.
Be Yourself: We want to see your personality shine through! Don’t be afraid to let your unique voice come across in your application. It helps us get a feel for who you are and how you might fit into our team.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, your application will go straight to us, and we can review it promptly. Plus, it’s super easy!
How to prepare for a job interview at GetMyFirstJob Ltd
✨Know Your Stuff
Before the interview, make sure you understand the basics of the Savings and Omni Capital Retail Finance sectors. Familiarise yourself with common customer queries and the services offered. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
Since you'll be dealing with customers over the phone and through email, practice your verbal and written communication skills. Try role-playing with a friend or family member to get comfortable with answering questions clearly and professionally. Remember, a friendly tone goes a long way!
✨Show Empathy and Understanding
In your interview, highlight your ability to handle vulnerable customers with care. Share examples from past experiences where you've provided exceptional service, especially in challenging situations. This will show that you can represent the Castle Trust Bank brand positively.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture, training opportunities, and career progression. This not only shows your enthusiasm for the role but also helps you gauge if the company is the right fit for you.
