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Apprentice Customer Contact Colleague Creation Financial Services

As an Apprentice Customer Contact Colleague, you will be given full training, plenty of support and lots of great opportunities! By the end of training, you will be responsible for answering inbound calls from customers, answering a variety of questions regarding their finance plans and coming to the best solution for the customer.

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Closing date: 30 Oct 2022

Apprenticeship summary

  • Annual wage


  • Working week

    Shifts between 8am – 8pm Monday to Friday Saturday 8-4:30 Holidays: 20 days holiday plus bank holiday’s Breaks: 30 minutes 1 week in the office then 4-5 weeks working from home but can make arrangements to work more frequently in the office.

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    01 Nov 2022

  • Date posted

    25 Jul 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    15 available

What will the apprentice be doing?

  • Speaking with customers over the phone via inbound calling.
  • Empathising and engaging with customers, getting them to tell their story and explain their situation.
  • To deliver a professional and consistent level of customer service. 
  • Provide telephone-based support and guidance to customers.
  • Keeping internal systems up to date. 
  • 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.

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

The successful candidates will complete a full Customer Service Practitioner Level 2 standard.

BNP will provide 4 full weeks of training which is a mix of systems, soft skills, processes, regulatory training and also include 2 weeks of Academy training where they begin to take calls aided by a lead agent.

What is the expected career progression after this apprenticeship?

BNP Paribas will be looking to offer full time opportunities and further training upon completion of the apprenticeship.

Requirements and prospects

Desired skills and personal qualities

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


GCSE or equivalent English (Grade 3/D or above) Essential
GCSE or equivalent maths (Grade 3/D or above) Essential

About the employer

At BNP Paribas Personal Finance, we’re part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment. We’re here to provide simple and straightforward consumer finance solutions and we work with many well-known retailers and brands to help their customers finance their purchases in a responsible way. We care about making a positive impact for our colleagues, customers, partners and the wider community. That’s why we live by our values of we're positive, we’re brave and we own it.


Creation Financial Services


Chadwick House

Blenheim Court


B91 2AA

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Training provider



Lisa McDonnell

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

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