Last week was our Work Experience week for Year 10 students. Eight of them were very kindly invited to attend the NatWest call centre office at Parklands, Middlebrook, where they learned all about the business of banking in the 21st century!
They are currently advertising a Customer Services apprenticeship, paying over £18,000 per year! Just have a look on NatWest Careers for more details.
Sales adviser, contact centre agent
Financial services customer advisers work in contact centres for banks, insurance, investment and credit companies.
How to become a financial services customer adviser
You can get into this job through:
- a college course
- an apprenticeship
- working towards this role
- applying directly
You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant subjects include:
- Level 1 Award for Introduction to Customer Service
- Level 2 Certificate in Customer Service
- Level 2 Certificate in Contact Centre Operations
You’ll usually need:
- 2 or fewer GCSEs at grades 3 to 1 (D to G) for a level 1 course
- 2 or more GCSEs at grades 9 to 3 (A* to D) for a level 2 course
You can get into this job through a financial services customer adviser intermediate apprenticeship.
You’ll usually need:
- some GCSEs, usually including English and maths, for an intermediate apprenticeship
You could start as an admin assistant with a company and move into financial services work by training on the job.
You could apply directly to become a financial services customer adviser. It will help if you have:
- GCSEs, including English and maths, or equivalent
- computer and keyboard skills
- experience of customer service, cash handling or office work
You can find out more about becoming a financial services customer adviser from The London Institute of Banking and Finance.
What it takes
Skills and knowledge
- to be thorough and pay attention to detail
- customer service skills
- the ability to work well with others
- patience and the ability to remain calm in stressful situations
- the ability to accept criticism and work well under pressure
- ambition and a desire to succeed
- the ability to sell products and services
- maths knowledge
- to be able to carry out basic tasks on a computer or hand-held device
Restrictions and requirements
You’ll need to:
Most employers will expect you to have a credit check to confirm that you don’t have any outstanding debts which could prevent you from working in financial services.
What you’ll do
Your day-to-day duties may include:
- dealing with other businesses, private or company investors or members of the public
- using computerised systems to access customer information and update account details
- answering customers’ questions
- providing straightforward information or dealing with complex enquiries
- processing payments and withdrawals
- keeping accurate records
- promoting financial products and services
- handling complaints or referring them to a supervisor
- referring customers to staff to sell financial products
You could work in an office.
Career path and progression
With training and qualifications, you could specialise in mortgage advice, pensions work or financial advice.