Apprentice Customer Service Advisor CASTLE TRUST CAPITAL PLC

We have an exciting opportunity for a Customer Service Advisor to join the exciting and rewarding path we are taking here at Castle Trust Bank. As a Customer Service Advisor, you will be responsible for taking inbound calls from both customers and retailers.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 27 May 2024

Apprenticeship summary

  • Annual wage


  • Working week

    37.5 hours per week, Monday to Friday, 9:00 to 5:30pm.

    Total hours per week: 37.5

  • Expected duration

    16 Months

  • Possible start date

    03 Jun 2024

  • Date posted

    07 May 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  •  Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers
  • Our retail finance division, Omni Capital, partners with retailers nationwide to provide their customers with innovative credit solutions, using state-of-the-art technology that allow them to spread the cost of their purchases. We’re on the lookout for new talent to join Omni to help continue to drive our thriving business forward
  • As a Customer Service Advisor, you will be responsible for taking inbound calls from both customers and retailers. In what will be a busy role, you will find yourself dealing with a variety of queries from customers wishing to discuss their account and balance, through to if they are having difficulty making payments. Whilst every customer is unique, the types of queries you will be dealing with each day will soon become familiar to you. From time to time, you will also respond to customer queries via email, however this role is predominantly phone based
  • You’ll work alongside a fun, creative and energetic team of people who all work together to ensure our 5 company values of Customers First, Forward-Thinking, Professional Pride, Achieve Together, and Open & Transparent are at the heart of everything we do

The role is based at our Basingstoke office which is home to the Omni Operations Team (and has great access to the M3 and the mainline railway station, and just 45 minutes from London). This is a full time, permanent position (37.5 hours per week, Monday to Friday, 9:00 to 5:30pm).

The training you will be getting

  • Level 2 Customer Service Practitioner apprenticeship qualification

This apprenticeship is delivered through work based learning, this means that all training is done at the workplace eliminating the need to attend college. The successful candidate will be allocated a tutor who will provide a mixture of interactive online group teaching and 1-1 training monthly.

What to expect at the end of your apprenticeship

  • There are excellent opportunities for progression within the company, with a strong focus on continued learning and personal development.

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


GCSE or equivalent English (Grade 4/C and above) Essential
GCSE or equivalent Math's (Grade 4/C and above) Essential

Things to consider

What’s in it for you… As well as well as a competitive salary (£21,500), we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering. Wellbeing is also high on our agenda, and we offer healthcare benefits through Vitality and Equipsme. In addition, all colleagues have free access to Telus Health EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable). Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!

About the employer

Castle Trust Bank was launched as 'Castle Trust' in October 2012 with backing from leading US private equity firm J.C. Flowers & Co., initially offering investment products and specialist mortgage finance. J.C. Flowers & Co. continue to be Castle Trust Bank's principal shareholder to this day. As the business grew, it expanded its operations with the acquisition of Omni Capital Retail Finance in 2017, adding point of sale finance to its range of services. In 2018 we were delighted to be invited to pursue an application for a banking licence, and in June 2020 we became Castle Trust Bank – a fully authorised bank. We’ve offered new fixed-term, fixed rate savings accounts to existing customers since the end of 2020, and launched online savings accounts to new customers in August 2021. Our administration hub in Basingstoke and our City of London office already serve almost 180,000 customers across our savings, specialist mortgage finance and retail finance arms. Our most recent Net Promoter Scores of +33 for our savings business, and +57 and +62 for Omni partner retailers and customers respectively demonstrate the high level of service we provide to our customers - and our status as a bank continues to provide a springboard for our plans to grow. Our ambitious growth strategy is overseen by our Chief Executive Officer Martin Bischoff, who has extensive experience in the retail banking sector, including senior roles at Santander and Royal Bank of Scotland Group in the UK and USA. Martin is supported by an experienced and prestigious Board, chaired by Ken Stannard.




Belvedere House

Basing View


RG21 4HG

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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Holly Parkinson


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Employer's Application Instructions

To apply for this vacancy please click 'Apply now' and you will be redirected to the GetMyFirstJob website where you will be required to submit an application. If this is your first visit to GetMyFirstJob you will be required to register on the website, please complete all fields upon registration and ensure you attach a copy of your CV.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 27 May 2024