customer service associate Review

by NatWest Group

Best Apprenticeship Employer

Rating

3.1/10
  • 1. Please give an overview of your role and what this involves on a day-to-day basis:

    • Serving customer in moments banking, from ordering cards, statements, card PINS, assisting with online banking, mobile banking queries, help with loans, credit cards, retail disputes and fraudulent matters. Assisting vulnerable customers with different needs.

    3/10
  • 2. Have you learnt any new skills or developed existing skills?

    • a lot of adaptability, working in a quick, face paced environment, developing A LOT of patience.

    4/10
  • 3. To what extent do you enjoy your programme?

    • I didn't enjoy my programme as it was advertised as level 3 when I was actually studying for a level 2 qualification, then there was little communication with my apprenticeship coach which led to me missing deadlines with my work (despite being early to finish the deadline). There was little support to finish the apprenticeship except from managers.

    2/10
  • 4. How well organised/structured is your programme?

    • not structured very well. it is very dependent on apprenticeship staff availability. due to demand for advisors to be on the phones, sometimes meetings had to be cut short, which was not organized very well. apprenticeship work deadlines were always met on time from my end, but apprenticeship coaches would take around 2 months to mark this work

    2/10
  • 5. How much support do you receive from your employer?

    • Natwest supported me OK. most of the support came from caring managers in the field. company wise, Awful. not much of a priority when you have disability needs. only managers and staff close to my field of work would try their best to accommodate in quick time frames.

    2/10
  • 6. How much support do you receive from your training provider when working towards your qualifications?

    • very little. any support offered didn't make much sense/ wasn't clear. A lot of missing communication and constant chase up just to get work marked and submitted before the deadlines.

    2/10
  • 7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

    • not great. qualification wise I feel confident to serve customers and know my role very well. but why advertise it as level 3 when its clearly level 2?

    4/10
  • 8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

    • yes, charity and development days. I appreciate the bank helping me to grow into different roles

    6/10
  • 9a. Would you recommend NatWest Group to a friend?

    • No

  • 9b. Why?

    • There is a lot of system issues in Natwest bank. It makes it increasingly difficult to do your job. e.g. Ela, back office etc. cloud 9 using amazon connect, constant call cut outs, constant lag, and this is across the board for majority of staff. the job is difficult not because of the customers but because of the lack of issues being resolved quickly, making a lot of staff on the front lines tolerate a dysfunctional work environment.

  • 10. What tips or advice would you give to others applying to NatWest Group?

    • consider a different job than a general telephony advisor

Details

Level 2 Apprenticeship

Banking

Liverpool

March 2025

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