Apprentice Inbound Customer Service Advisor - Main High street Banking Group

  • First Source
  • Middlesborough, Middlesbrough
  • £8.00 per hour

Apprentice to Permanent once achieved! Are you local to Middlesbrough and looking for a great career? Well look no further than Firstsource! We are here to help you take your next steps. Our apprenticeship programme will provide you with all the support you need to begin your career with us. NOW RECRUITING FOR JANUARY 2024

Vacancy provider logo for Haddon Training Ltd

  • GMFJ Reference
  • Wages
    £8.00 p/h
  • Hours
    38.33 per week
  • Date Posted
  • Start Date
  • Approx. Duration
    12 months

  • Location
  • Status
    Now Taking Applications
  • Sector
    Business & Administration
  • Opportunity Type
    Intermediate Level 2
  • Apprenticeship Standard
    Customer service practitioner (ST0072)
  • Employer
    First Source


No two calls are the same in banking. One minute you might be freezing a debit card for someone who’s had a fun weekend and lost their card, the next you might be passing someone through to fraud so they can authorise a large payment for someone trying to buy a Tesla.

Alongside your role you will be working towards your Customer Service Practitioner Apprenticeship qualifications. You will gain new skills and knowledge whilst being supported along the way by our Apprenticeship partner Haddon Training. You will have regular 1:1’s and training sessions with your dedicated Trainer Coach who will help you develop your skills.

Once you have achieved your Apprenticeship, which is likely to take you 15 months, you will have the opportunity to become a permanent member of the team.

Benefits of working at Firstsource

There is a huge list of benefits of working for Firstsource, here’s some of our favourites;

· Health Shield Cashback Plan

· 29 days off every year inclusive of Bank Holiday

· Fortnightly Pay

· Employee Discounts with well-known retailers

· City Centre Location

· A kitchenette equipped with fridges, microwaves & coffee makers

· Amazing progression opportunities

· Job security, guaranteed hours

· Casual dress code

· Regular on-site engagement activities and theme days

Who are we looking for?

Amazing customer service is at the heart of everything we do! This means we are looking for apprentices who want to be customer focused, we will need you to learn to have great listening skills and pro-active about taking ownership of your customers queries.

Our plan is to train you to be our future agents, so we will train you to deal with sometimes difficult customers and handle tricky customer conversations, whilst staying professional when things get tough. Most importantly, you will want to go above and beyond for your customers.

What can you expect in this role?

You’ll start your time with us by going through our 7-week award winning training programme, that will link directly to the first few modules of your apprenticeship.

Your First 3 Weeks will be spent in the classroom learning about all our state of the art banking systems and getting to grips with the different services available to our customers. The next 4 weeks will be spent doing on the job training. This means that our team of experienced Firstsource employees will be there on hand whenever you get stuck or want to double check something you have learned, so that you can perform to your fullest potential!

After this initial training, that’s when the fun really starts. You will be moved on to your shift pattern for the duration of the apprenticeship. You will have plenty of opportunities to earn extra incentives with regular daily, weekly and monthly incentives that can be based on your performance or even something completely non-work related like who has the best Christmas jumper or best dressed on pyjamas day!

As a part of your apprenticeship, you will have monthly classroom training session with your Apprenticeship Trainer Coach. In addition to this you will also have individual meetings to review and help you with your progress. If you need any additional support this will be planned directly with you.

If you are completing your Functional Skills in either maths of English, there will be additional sessions to help you achieve this.

All of this will be on site, so no need to attend college.

For more information about this vacancy please contact Haddon Training Ltd on 01672 519977 (Ref ID: 231719)

Company website :

We are looking for apprentices who want to be customer focused, we will need you to learn to have great listening skills and pro-active about taking ownership of your customers queries.

GCSE pass in maths and English is desirable but not essential. Functional skills maths and English will be put in place for those without a pass at GCSE.
Through Haddon Training Ltd
  • Customer focused
  • Hard working
  • Great listening skills
  • Positive outlook
  • Good time management
  • Eager to learn

You’ve probably heard in other job adverts say that career progression is an option, well at Firstsource it is pretty much inevitable, majority of our agents will start with doing general customer service, but progress into other roles. This can be anywhere from more advanced areas such as Fraud or a complaints handler, to recruitment and HR. Also, there are great opportunities to move into leadership roles. We are passionate about investing in our own employees, so if you put in the work, the sky is truly the limit!

Location: Middlesbrough Centre


£8 per hour (0 – 6 Months)

£8.50 per hour (6-12 Months)

£9 per hour (12 Months – Completion of Apprenticeship)

£11.01 per hour (Post Completion of Apprenticeship)

Hours – 38.33 hours per week, rotational shifts Mon-Fri (After Training)

1. 09:30 – 18:15 Monday to Friday
2. 10:15 – 19:00 Monday to Friday

Firstsource is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

*** Please note that, as you will be working in a highly regulated industry, we have a thorough referencing process, which includes credit, criminal record and right to work checks. Having an adverse history will not necessarily rule you out but will be checked on an individual basis. ***

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Opportunities with Haddon Training Ltd

Haddon Training, est. in 1997 has a rich and established history primarily working with people of all ages who are undertaking work-based traineeships and apprenticeships in Horse Care, Animal Care and Business. In 2021 Haddon Training became part of the Educ8 Group, enabling it to expand and grow further than ever before.

Haddon Training is the preferred training provider for  British Eventing and British Showjumping. As an award-winning, Ofsted Grade 2 'Good' training provider, they deliver high-quality work-based vocational qualifications.

Haddon Training delivers traineeships and apprenticeships across England as well as apprenticeships throughout Wales.

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