Customer Service Apprenticeship Review

by NatWest

Best Apprenticeship Employer

Rating

10/10

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

I deal with customer queries via various social media platforms for NatWest, RBS and Ulsterbank, currently in a work from home setting. I act as front line support for customers. I am scheduled in time for my apprenticeship work once every two weeks.

10/10

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

I have improved my written communication, problem solving and innovation skills. Currently working towards my apprenticeship and personal banker certificate. I have a foundation degree in hospitality management so found this role a good way to further develop my skills and side step into a more permanent career

10/10

3. To what extent do you enjoy your programme?

Somewhat enjoy the apprenticeship programme - I've found the programme to lack clear management and guidance. Work is often provided late and out of order. The people I work with are great and I really enjoy my job, it's just the apprenticeship aspect that needs improved

10/10

4. How well organised/structured is your programme?

About a 6/10, in the last few weeks the programme has improved. I'm not sure if Covid has had an impact on this but it's often hard to get in touch with my trainer. The apprenticeship coach appears to be unorganised and doesn't provide much support

10/10

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

A lot, my employer is very supportive and allocates time for me to complete my apprenticeship work

10/10

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

Very little, I have irregular meetings with the training provider, they give me a work booklet to complete and then I don't hear anything further from them.

10/10

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

personally I don't feel as though it makes much of a difference to my performance. I'm provided with training/coaching in work and had background in customer service before joining this role.

10/10

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, more so before Covid but hopefully these will be running again soon. Work organises a lot of charity events, fundraisers and social activities in the office. We often have team nights out etc

10/10

9a. Would you recommend NatWest to a friend?

Yes

9b. Why?

They're a really nice company to work for, a good people culture and you're paid fairly and respected for the work you do. There's plenty of opportunities to advance but staff are respected at all levels. The people I work with are great!

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

NatWest put a big emphasis on teamwork. Always put the customer first & show empathy, be an innovative thinker - you have to think outside the box. Be a problem solver and great communicator. Have an example for a time you took ownership of a problem/situation in the workplace and how you resolved it