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Customer Contact Colleague Apprentice BNP Paribas Personal Finance

The role of a customer contact colleague is taking responsibility for communicating with our customers and partners on a daily basis via all contact channels. Colleagues will be the first point of contact with our customers and partners and are expected to always positively reflect our brand and values whilst carrying out their role.

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Closing date: 28 Feb 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Days: Mon to Saturday (1 Saturday per month) Breaks: 1-hour lunch

    Total hours per week: 38.75

  • Expected duration

    18 months

  • Possible start date

    07 Mar 2022

  • Date posted

    28 Aug 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    12 available

Taking full ownership of every aspect of the customer or partner’s query, being courteous, professional and diligent whilst adhering to Operational policies and conduct risk guidelines at all times. Awareness and focus on Risk and Regulation including Conduct Risk Framework, Manage customer’s accounts in accordance with regulatory requirements and internal policies.


  • Manage, organise and update relevant data using various computer systems with accuracy
  • Communicate confidently, exercise excellent listening and written skills to resolve customer and partner queries by showing expert knowledge and taking ownership
  • Resolve problems at first point of contact wherever possible or escalate appropriately to ensure a satisfactory outcome
  • Ability to meet and exceed targets, contributing fully to the overall team performance
  • Assist with any other duties that may not necessarily form part of the daily role
  • To ensure that all legal, regulatory and statutory obligations are met within own area of responsibility and compliance is embedded within the business
  • Take responsibility for the Health and Safety of yourself and others whilst at work
  • Participate in training as required and build on own professional development and expertise
  • Support and demonstrate company values
  • Keep up to date with any industry wide developments
  • Comply with Data Protection Legislation with regard to the disclosure of information.

Requirements and prospects

Desired skills

  • Results focused  
  • Able to prioritise and organise
  • Punctual  
  • Excellent communicator
  • Good attention to detail 
  • PC Literate with good keyboard skills 
  • Ability to work positively with other colleagues
  • Good rapport building skills 
  • Able to Conduct Risk Awareness

Personal qualities

  • Proactive
  • Experience of working in a customer service environment  
  • Experience of working in a face to face customer service environment 

Desired qualifications

Grade C/4 or above in English and Maths

Future prospects

 Progression within the business

Things to consider

As part of this apprenticeship, you will be required to travel to both the employer location and also attend college (in most cases). Please ensure that you have researched your travel arrangements and are happy with the time it will take and distance required to travel, before you apply for this vacancy.

As of the 1st April 2021 The National Minimum Wage for an apprentice is £4.30per hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year.

About the employer

We are the people behind a range of consumer finance solutions for many of the UK’s leading brands. For over 45 years we’ve been helping our partners grow their business with simple, straightforward finance solutions their customers can trust.

Our UK expertise coupled with the strength and global experience of BNP Paribas, means that we can create better consumer finance solutions for your business in what is an ever-changing market. Whether it be helping finance purchases in store, at home or online you can be confident that whatever solution we develop will be designed around the needs of your customers and with the objective of helping your business to grow.


BNP Paribas Personal Finance


Chadwick House

Blenheim Court


B91 2AA

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Training provider


Applications for this apprenticeship are being processed by Birmingham Metropolitan College


Ricardo Ward

As of 1st August 2020, the new Standard has replaced the previous Framework Apprenticeship.


Standards are occupation-focused; they are not qualification-led. The learning happens throughout the apprenticeship. And the apprentice is assessed at the end.  There is a focus on key areas – knowledge, skills and behaviours (KSB)


Highlights of the new Standard:

1. There is a major shift from assessing to learning. Instead of continually assessing learners, assessors will be more like tutors or mentors – planning activities, sending feedback and supporting apprentices until the EPA (End Point Assessment). The EPAO (End Point Assessment Organisation) will then be responsible for assessing the apprentice. 

2. Instead of assessing apprentices, on-programme learning will meet all the KSBs in the standard and prepare apprentices for their EPA. Mentors will need to check which assessment methods are used in the EPA and do mock tests and practice runs as the apprentice approaches the EPA. 

3. The standards include a 20% off-the-job training requirement. This means providers and employers need to work together to plan learning activities outside of the apprentice's normal working duties. Off-the-job training is mandatory and will be audited, so it needs to be properly organised and recorded.  

4. Apprentices are now graded according to their performance in the EPA. This means mentors will need to work closely with their learners to get the most out of them – planning activities to coach borderline apprentices and stretch and challenge high achievers.  

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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