At a Glance
- Tasks: Be the first point of contact for customers, delivering top-notch support and building relationships.
- Company: Join a leading banking institution with a commitment to growth and sustainability.
- Benefits: Enjoy a competitive salary, flexible benefits, and 25 days' annual leave.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Kickstart your career in banking while gaining valuable skills and qualifications.
- Qualifications: No prior experience needed; just a passion for helping people and learning.
The predicted salary is between 25785 - 25785 € 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.
Need help with your application? Visit our Application Support page for information on the recruitment journey and answers to the most common queries.
Customer Service Apprentice – Banking (Hybrid, Level 6) employer: NatWest Group
Join a forward-thinking banking institution in Edinburgh, where as a Customer Service Apprentice, you'll be supported in your professional journey with a fully funded Level 6 qualification and a competitive salary of £25,785. Our inclusive work culture prioritises employee growth, offering flexible benefits and a commitment to building strong customer relationships, ensuring you thrive in a dynamic environment that values creativity and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Apprentice – Banking (Hybrid, Level 6)
✨Tip Number 1
Get to know the company! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Customer Service Apprentice, you'll be chatting with customers all day. Role-play common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and serious about landing this apprenticeship.
We think you need these skills to ace Customer Service Apprentice – Banking (Hybrid, Level 6)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Apprentice role. Highlight any customer service experience or relevant coursework, and don’t forget to mention your interest in banking and finance!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your passion for helping customers and your eagerness to learn. Be sure to mention why you’re excited about this apprenticeship and how you can contribute to our team.
Showcase Your Skills:In your application, emphasise your analytical thinking and problem-solving abilities. Mention any experience you have with technology or numbers, as these are key to succeeding in this role. We love seeing creativity and curiosity!
Apply Early!:Don’t wait until the last minute to submit your application. Our window closes once we have enough applications, so get yours in early through our website. This way, you won’t miss out on this fantastic opportunity!
How to prepare for a job interview at NatWest Group
✨Know Your Stuff
Familiarise yourself with the basics of accounting and financial services. Since you'll be dealing with customer queries related to these topics, having a solid understanding will help you answer questions confidently and show your genuine interest in the role.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This will not only help you provide relevant answers but also demonstrate your ability to build strong relationships with customers, which is key for this role.
✨Show Your Passion for Customer Service
Be ready to share examples of how you've gone above and beyond for customers in the past. Highlighting your commitment to delivering a world-class experience will resonate well with the interviewers and align with their expectations.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your enthusiasm for the role and gives you a chance to learn more about the company culture and the team you'll be working with.
