L3 Senior Customer Service Apprenticeship (Contact Centre)

Job Description

This Apprenticeship role is offered within the Mortgages function who play a central role in helping customers achieve one of life's biggest milestones: home ownership. The team uses deep product knowledge to ensure each case is managed with care, accuracy and efficiency. Whether its a first time buyer or experienced property investor, they make sure the mortgage journey is as clear and as smooth as possible for all customers. At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job you'll spend at least two days per week, based at our Northampton office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

Responsibilities

What you'll be doing

Our Level 3 Senior Financial Services (Customer Advisor) Apprenticeship is an 18-month programme. You'll be part of a supportive team, handling a range of inbound customer calls, guiding people through online banking, mortgage queries and other products. You'll learn to tailor your communication to each caller, understand customer needs, and deliver the right outcomes in a fast-paced environment. You'll build detailed knowledge of the mortgage journey and collaborate with colleagues, brokers and solicitors as your experience grows. You'll receive full training before taking any calls, plus ongoing support whether you're in the office or working from home.

What to expect from your Apprenticeship

In your first six weeks, you'll train full-time in our Northampton office, receiving hands-on support and coaching. After that, you'll move to a hybrid working pattern with two days in the office each week. Then 80% of your time will be spent performing the role, with 20% focused on Apprenticeship learning. You'll work towards a Level 3 Customer Service Apprenticeship, combining webinars, technical training and structured learning. You'll build skills in communication, time management, data analysis, and develop strong commercial awareness of how our mortgages work. You'll also have regular one-to-one coaching with an Apprenticeship Skills Coach who'll guide your progress and support you throughout your journey. Upon successful completion of your Apprenticeship you'll be ready to progress to a Contact Centre Senior Consultant.

About you

We're looking for ambitious, purpose driven candidates who want to build a rewarding career in banking. You'll have a determination to push for better, and a focus on delivering for our 16 million members. You don't need Customer Services experience, but you should be able to show:

You enjoy working with people, both colleagues and customers.
You're comfortable with solving problems to get the right outcomes for our customers.
You're confident using multiple IT systems.
You push for high performance - from yourself and those around you.
You're organised, have good attention to detail and able to work at pace.
Development is something you expect and embrace.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
Say it straight - We are brave in speaking out and saying what we think - we're honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
Push for better - We don't settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

To be eligible for this Apprenticeship You'll need to:

Have the right to work in the UK - if non-British, your current visa or immigration status must cover the duration of the Apprenticeship which would span at least 20 months.
Have been living in the UK or EEA countries for the last 3 years.
Not be enrolled in another Apprenticeship or other government funded programme.
*If you are under the age of 19, you will need to have two GCSE's at A-C/grade 9-4 (or equivalent) in Maths and English Language.
As per recent government announcement all apprentices, those who were aged 19 and over at the start of their Apprenticeship training (October 2025), will no longer be required to hold or achieve English and maths qualifications to pass their Apprenticeship.
Working in England 50%+ of the time is a requirement of the role.

Qualifications

The extras you'll get

High performing and purpose-driven colleagues deserve a rewarding career and competitive benefits to match. We offer you:

25 days holiday per year, which increases over time to 30. Plus, you can 'buy' up to 10 extra days each year, giving you even more choice.
The benefit of private medical insurance.
A highly competitive pension to help you build a strong foundation for retirement.
Access to an annual performance related bonus.
Access to training to help you develop and progress your career.
A great selection of additional benefits through our salary sacrifice scheme.
Life assurance to provide peace of mind for you and your loved ones in the event of your death.
Wellhub access for a range of free and paid options for health and wellness.
Up to 2 days of paid volunteering a year.

Banking - but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide. As a mutual, we're owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don't see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives. If you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you're one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the 'Apply Now' button, where you'll be asked to answer a few quick questions for us. We'll send you our online assessments to complete and there will also be a short video interview to find out more about you. If you are successful, the final stage is a half day assessment event which will likely take place in late March or April. If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

Nationwide

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