Customer contact Review

by NatWest

Best Apprenticeship Employer

Rating

8.6/10

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

My role within the bank is Customer Service Associate for Personal Banking in an inbound telephony centre for NatWest. I’ve worked for NatWest for little over a year having started at the beginning of April 2019 Customers I serve tend to be personal banking customers holding Current and/or savings accounts with NatWest and/or RBS. I am first contact for day to day queries regarding products listed above. Very simply I am a problem solver in the banking industry.

9/10

2. Have you learnt any new skills or developed existing skills?

Gained industry understanding, learnt role the sector plays, learnt business company values and where my role fits in. Learnt who the FCA, PRA and Bank of England are and what they do. Learnt about brands that make up Natwest. Learnt about Regulation and compliance and GDPR Learnt more in depth information regarding Banking Products and Services. Developed better communication skills and customer service skills and how to better deal with customers with a query and/ or problem.

9/10

3. To what extent do you enjoy your programme?

I enjoy the programme as it allows me to learn new skills relevant to my role and pushes me to actively contribute these new skills within my role to further myself within said role.

8/10

4. How well organised/structured is your programme?

My apprenticeship coach makes the programme very structured and organised and breaks everything down in a way I can understand easily. He helps to guide me through each section of the programme and explains exactly what I need to achieve and show evidence of throughout.

9/10

5. How much support do you receive from your employer?

My employer allows an hour and a half every 2 weeks to complete apprenticeship work as well as another hour every 6 weeks for a call with my apprenticeship coach to go through everything required.

8/10

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

My coach provides as much support as possible while i'm working towards the qualification and is always just an email or phone call away.

9/10

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

I am always picking up and improving skills that directly help and impact my role at work.

9/10

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 absolutely. Charity events, social events before lockdown, etc

8/10

9a. Would you recommend NatWest to a friend?

Yes

9b. Why?

It's helped me feel much more confident and capable within my role and has given me much more knowledge about the industry I work in.

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

Keep a good communication with your coach and don't be afraid to contact them if you;re struggling with anything and need some help/advice. Spend some time outside of work to complete work. Invest fully in the programme and don't do it half heartedly as you get out what you put in.