Contact Centre Associate Apprentice
Castle Trust Bank
UK (RG21 4HG)
Closes in 19 days (Wednesday 19 November 2025)
Posted on 30 October 2025
Contents
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
- 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
-
Wednesday 3 December 2025
- 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 payments. Whilst every customer is unique, the types of queries you will be dealing with each day will soon become familiar to you.
We also manage customer contact through email and messages sent through our online portal, so your written output needs to be of a high standard.
Key Responsibilities:
- Answering inbound calls from clients relating to the management of their savings and loan accounts
- Corresponding with clients through messaging services, email and chat, ensuring that written output is of a high standard and representative of the bank’s brand
- Supporting clients with queries, website questions and help clients complete the application process and online registration
- Completion of account amendments and client instructions
- Supporting customers who may have vulnerable characteristics
- Engage with customers and provide excellent customer service and brand representation
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
- Customer care skills
- Administrative skills
- Patience
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 VAC1000348761.
Apply now
Closes in 19 days (Wednesday 19 November 2025)
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After signing in, you’ll apply for this apprenticeship on the company's website.