Contact Centre Associate Apprentice
- Location
Basingstoke - Employer
Castle Trust Bank - Provider
Learning Skills Partnership - Wages
£23810 per annum - Level
Intermediate Level 2 Apprenticeship - Apply by
Wednesday, November 19, 2025
Opportunity Details
Joining our central contact centre, you will play a key role in supporting our customers by providing them with exceptional service when they call in by telephone or email us with their queries. You will receive training on two of our business lines – Savings and Omni Capital Retail Finance.
Our Savings customers might be calling to find out more about our products and to better understand our online services. They might be calling to open a new account or requiring help and support with an existing account, you will be ensuring their queries are answered effectively whilst always maintaining a positive Castle Trust Bank brand.
Omni Capital, our retail finance division, partners with retailers nationwide to provide their customers with credit solutions, that allow them to spread the cost of their purchases. You will be responsible for dealing with a variety of customer queries about their account status and balance, through to if they are having difficulty in making payments. Whilst every customer is unique, the types of queries you will be dealing with each day will soon become familiar to you.
We also manage customer contact through email and messages sent through our online portal, so your written output needs to be of a high standard.
Key Responsibilities:
? Answering inbound calls from clients relating to the management of their savings and loan accounts.
? Corresponding with clients through messaging services, email and chat, ensuring that written output is of a high standard and representative of the bank’s brand.
? Supporting clients with queries, website questions and help clients complete the application process and online registration.
? Completion of account amendments and client instructions.
? Supporting customers who may have vulnerable characteristics.
? Engage with customers and provide excellent customer service and brand representation.
Kickstart Your Career!
Ready to kickstart your career? Check the key dates below and don’t miss your chance!
- Wednesday, October 29, 2025
- Wednesday, November 19, 2025
- Wednesday, November 26, 2025
- Wednesday, December 3, 2025
Company website: https://www.castletrust.co.uk/
Skills Required
Skills and Experience Essential:
? Experience of working in a customer service role
? Excellent telephone manner
? Good written communication skills with attention to detail
Desirable:
? Experience of working in a contact centre environment, making, and answering customer phone calls and emails
? Working within a regulated or financial services environment
Qualifications Required
English and Maths GCSE grade 4/C.
Desirable:
? Relevant industry recognised qualification
Training
Customer Service Practitioner Level 2 training provided with Learning Skills Partnership.
Personal Qualities
Knowledge and Behaviours Essential:
? Knowledge of the Consumer Credit Act, BCOBS and other associated regulatory material within the Financial Services industry
? Passionate about the delivery of first-class customer service
? Strong attention to detail
? Proactive attitude towards doing the right thing for a customer
? Positive engagement with change
Desirable:
? Knowledge of loan products, savings products and processes
? Understanding of Anti-Money Laundering requirements
? Demonstrated understanding of vulnerable customer support
? Good understanding of Microsoft Office Tools
Prospects
There are excellent opportunities for progression within the company, with a strong focus on continued learning and personal development.
Other Information
This is a full-time role based from our Basingstoke office, hours are Monday to Friday 09:00 to 17:30. Start date expected to be December 2025/January 2026.
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