Customer Service Apprentice

Join us in October 2025 as an Apprentice in our Digital X - Fraud team, This is a telephony role.
- We’ll provide all the technical training you’ll need to be successful in your role
- You’ll complete the externally accredited Senior Financial Services Customer Advisor Level 3 apprenticeship programme, which will set you up with excellent career prospects. For more information about the programme please see our FAQs
- Our people are the foundation that success is built on, so we’re passionate about supporting them too. We’ll support you in completing your programme and you’ll be part of our growing community of apprentices
- This job does not meet Skilled Worker visa sponsorship requirements

We thrive through diversity and value the variety of backgrounds, perspectives and opinions in the room - and if you value this too, there’s a place for you with us.

**What you'll do**:
As a Customer Service Apprentice within our Digital X - Fraud Team you will:

- Educate our customers on fraud and scams and protecting vulnerable customers
- Deliver successful customer and business outcomes by processing, authorising and investigating all transactions
- Help to improve customer service, processes and procedures, considering how technology can enhance customer experience
- Share your insights within the fraud prevention team on emerging trends and evolving customer needs
- Review high risk data from a range of systems to help detect fraudsters and protect genuine customers from financial crime

**What you’ll learn**:
Taking on an apprentice role could be a fantastic starting point or change for your career. You’ll receive support every step of the way, with guidance, training and mentoring to help you reach your full potential. Your line manager will set you up with goals and an individual learning plan, to help you complete professional qualifications or technical trainings.

Your learning journey will include:

- An understanding of how your organisation fits within the financial services industry
- Knowledge of how the financial services’ legal and regulatory framework operates and how this applies to your role
- Understanding and fulfilling your customers’ needs
- Developing strong, effective relationships with your colleagues
- Analysing and solving problems within regulatory guidelines and your company’s policies
- Growth in your role and continuous improvement and development

**The skills you'll need**:
We’re looking for people with a passion for learning and high levels of determination, motivation, and drive to succeed. You’ll have strong communication, stakeholder management and interpersonal skills with the ability to build, maintain and enhance relationships at all levels.

You’ll also need:

- The ability to maintain a strong customer focus
- An innovative and creative mindset
- Good problem solving skills and a proactive and inquisitive mindset, with the ability to challenge and offer solutions
- An analytical, numerate, and logical skillset with the ability to adapt well to change
- Good planning and organisational skills with the ability to prioritise and manage your time effectively

**What else you need to know**:
**Eligibility**:
It would be ideal if you can provide evidence of your grade A-C or Level 4, Maths and English GCSE or equivalent results, but this is not necessary to start with us as an apprentice. If you didn’t manage to achieve the desired grades or cannot provide evidence of your qualifications, then we’ll support you during your apprenticeship.

**How we'll reward you**:
You’ll join on a competitive salary of £25,020.

You’ll also benefit from:

- A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits, our fully flexible reward programme
- A generous holiday entitlement of 25 days, plus bank holidays
- A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out our rewards and benefits page.

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.