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.
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
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
Who are we looking
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
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.