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Customer Service Specialist Apprentice C. HOARE & CO.

Role is within the Operations Team which services customer requests and delivers customer outcomes on behalf of the Bank. It will ensure that our services and the customer outcomes achieved are managed within regulation, process and both protects the Bank and customers to ensure CHC meet regulatory needs.

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Closing date: 31 Aug 2022

Apprenticeship summary

  • Annual wage

    £22,000.00

    £22k - £24k per annum DOE

  • Working week

    37.5 hour week across a 7 day period (rota published in house) 8.5 hours per day with a 1 hour lunch hour unpaid. They will only ever work 5 days out of the 7 but 2 of those days could be a weekend with 2 weeks days off in the week.

    Total hours per week: 37.5

  • Expected duration

    18 Months

  • Possible start date

    07 Sep 2022

  • Date posted

    22 Jul 2022

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000068191

  • Positions

    1 available

What will the apprentice be doing?

Purpose of the Customer Service Apprenticeship

Role is within the Operations Team which services customer requests and delivers customer outcomes on behalf of the Bank. It will ensure that our services and the customer outcomes achieved are managed within regulation, process and both protects the Bank and customers to ensure CHC meet regulatory needs.

To support the below tasks within the overall team of Customer Services:

  • Account Opening / Account closures
  • Account Maintenance
  • Customer Calls
  • Payment verification
  • Online Banking – Enrolment of customers to the digital and mobile platform and dealing with customer queries
  • Account switching
  • Cashiering / Front of House reception desk
  • Ad Hoc tasks such Interest Adjustments and registering key account documents.

Role Responsibilities:

The following activities would be expected across the working week to support Customers with their Banking needs.

  • Online Banking & Mobile
  • Support the enrolling of customers to the online system and unlocking customers when needed.
  • Support the dealing with any other day to day queries from customers and other areas of the bank
  • Being confident in presenting the online system and mobile app to customers.

Account Opening

  • Support the opening of bank accounts for new & existing customers.
  • Support the opening of all records for customers and 3rd parties

Closures

  • Support the closing customer accounts
  • Support the closing of customer records

Account Switching

  • Using CASS to switch customers’ accounts into the bank and overseeing this from day 1-7.
  • Dealing with all switches for customers leaving the bank and overseeing the whole process.
  • Adhering to CASS scheme at all times

Customer & account maintenance

  • Dealing with day to day maintenance of accounts, including contact detail changes.
  • Various other ad hoc tasks including interest adjustment, annual interest certificates and companies house monitoring
  • Assist the overflow of customer calls into the Bank as well as making outbound calls to support any customer verification of a request through the channel of email

What you will bring to the role

  • Technical knowledge of any Customer Service activity which operates within regulation and legislation.
  • The ability to work under pressure and produce a high, accurate output of work.
  • Customer Service levels with high expectation from both internal and external customers

We may request that you undertake alternative activities which are not specific to the tasks outlined within this role profile. This is to allow us to collaborate and meet customer demand in all areas of Operations. This will be for a defined and limited period and full training will be provided to you where this need is identified.

What training will the apprentice take and what qualification will the apprentice get at the end?

  • Customer Service Specialist Level 3
  • Level 2 in Functional Skills in Maths and English if required

What is the expected career progression after this apprenticeship?

Upon successful completion of the apprenticeship, the employee will be expected to continue to develop through a number of potential career paths which will be shared and discussed as part of their development during their time within the Bank.
 


Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience, Motivated

Qualifications

GCSE or equivalent Maths and English (Grade 5 GCSE’s grade A-C/9-3) Desired

About the employer

C. Hoare & Co. is the United Kingdom’s oldest private bank. It has a unique brand, history and structure. It is owned by the Partners, who are all family members, and who carry unlimited liability. This has been the case since the bank was founded by Richard Hoare in 1672. The Partners are committed to perpetuating a profitable family business. The bank has strong values of empathy, honesty, excellence and social responsibility and is dedicated to offering a select group of customers a truly personalised experience.

Employer

C. HOARE & CO.

Address

37 Fleet Street

London

EC4P 4DQ

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Training

Training provider

SR APPRENTICESHIPS LIMITED

Contact

Louise Spring

louise.spring@sr-apprenticeships.co.uk

07485302270

Apprenticeship standard

Customer service specialist

Level 3 (A level)


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