Customer Service Adviser Apprentice
THE CO-OPERATIVE BANK P.L.C.
Manchester (M60 4EP)
Closes in 11 days (Friday 7 August 2026 at 11:59pm)
Posted on 24 July 2026
Contents
Summary
Want to change the world? Choose a career that makes a difference.
As one of our Customer Service Advisers, you will be the first point of contact for our customers. Combining confident, compassionate communication with expert product knowledge, you will provide the guidance that ensures our customers get the support they need.
- Wage
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£24,500 a year
Minimum wage rates (opens in new tab)
Apprentices will be eligible for a 15% shift allowance, depending on the hours they work
- Training course
- Customer service practitioner (level 2)
- Hours
-
Apprentices will work shifts that total 35 hours per week, within the following times:
Monday to Friday, between 8.00am and 6.00pm. Saturday and Sunday, between 9.00am and 5.00pm (typically every other weekend).
Shift patterns are provided in advance.
35 hours a week
- Start date
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Monday 5 October 2026
- Duration
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1 year
- Positions available
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8
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
As part of your role, you will be:
- The first point of contact for customers, taking calls and signposting clients to suitable solutions
- Managing high volumes of calls in a fast-paced environment, using resilience and a positive attitude to keep things running smoothly
- Using appropriate communications and questioning skills, along with listening techniques, to identify customer need, build rapport and demonstrate understanding
- Providing clear explanations of different product and services to help customers make choices that are right for them and the bank
- Using different IT systems to support customers, ensuring data is captured accurately
- Protecting and educating customers against fraud and scams
- Problem-solving to improve the customer journey
- Working towards personal/team targets and objectives
- Adhering to day to day regulatory and compliance requirements
- Organising your workload, prioritising activity to meet deadlines
Where you'll work
PO BOX 101
1 Balloon Street
Manchester
M60 4EP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WORKPAYS LIMITED
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
Your apprenticeship will be delivered at your place of work. You will need to spend approximately six hours per week completing your training which will include attending masterclasses, completing assignments, participating in group discussions, and shadowing colleagues.
More training information
Workpays is an award-winning training provider that specialises in financial services apprenticeships. We put the learner at the heart of our programmes to ensure they can build industry-leading knowledge and skills, achieve their personal and professional objectives, and reach their potential.
Our programmes are delivered flexibly on a part-time basis. We run monthly masterclasses that focus on the knowledge, skills and behaviours required by the standard, that are supported by individual coaching sessions, and off-the-job training.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Team working
- Ability to follow regulation
- Listening skills
- Motivated
- Resilience
- Energy and enthusiasm
Other requirements
Successful applicants will need to pass a Disclosure and Barring Service (DBS) check along with other financial assessments.
About this employer
At The Co-operative Bank we’re proud to be different.
We’re proud of our values and beliefs, and our unique, customer-led Ethical Policy that shapes everything we do.
Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing.
We don’t just help people with their money, but help people fight for justice and the causes they care about.
We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues, and partner organisations.
Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
Founded in 1872, The Co-operative Bank provides banking, savings and loan options for individuals who believe community, the environment and ethics play an important role in business.
The Co-operative were the first UK bank to introduce a customer-led ethical policy and develop values that empowered the bank to make a positive difference to the world around them.
Through their commitment to limiting global climate change, to promoting human rights and equality, and to supporting social development and the small business community, they are well placed to drive ethical change.
The Co-operative Bank is now part of the Coventry Building Society family.
https://www.co-operativebank.co.uk/ (opens in new tab)
Company benefits
Colleagues are rewarded with more than just competitive salaries; they also have:
- 27 days holiday increasing to 30 days with service plus the opportunity to buy five additional days and two paid volunteering days per year
- Pension scheme up to 10% employer contribution
- A range of retail/high-street discounts
- Career development opportunities
- Eye care vouchers
- Cycle to work scheme
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
After you have successfully completed the apprenticeship, you will be able to progress your career within the bank.
Ask a question
The contact for this apprenticeship is:
WORKPAYS LIMITED
Karen Shaw
Karen.Shaw@workpays.co.uk
The reference code for this apprenticeship is VAC2000044668.
Apply now
Closes in 11 days (Friday 7 August 2026 at 11:59pm)