Contact Centre Associate Apprentice

Castle Trust Bank

UK (RG21 4HG)

Closes in 13 days (Friday 27 February 2026)

Posted on 14 January 2026

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Summary

We have an exciting apprenticeship opportunity for a Contact Centre Associate to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. We pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

Wage

£23,810 a year

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Training course
Customer service practitioner (level 2)
Hours
Monday- Friday, 9am- 5pm 37.5 hours per week

37 hours 30 minutes a week

Start date

Friday 13 March 2026

Duration

1 year 4 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

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 payment.

Where you'll work

Belvedere House, Basing View
Basingstoke
UK
RG21 4HG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

LEARNING SKILLS PARTNERSHIP LTD

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Training schedule

Customer Service Practitioner Level 2 training provided with Learning Skills Partnership

Requirements

Essential qualifications

GCSE or equivalent in:

  • Maths (grade 4/C)
  • English (grade 4/C)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • Attention to detail
  • Organisation skills
  • Administrative skills
  • Initiative

Other requirements

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.

About this 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.

After this apprenticeship

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

Ask a question

The contact for this apprenticeship is:

LEARNING SKILLS PARTNERSHIP LTD

The reference code for this apprenticeship is VAC2000008778.

Apply now

Closes in 13 days (Friday 27 February 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.