Apprentice – Financial Services L6 Review
at NatWest Group
Level 3 Apprenticeship
Banking, Customer Service
Edinburgh, UK
Review Submitted: April 2026
Overall Rating
4.3 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
3.5/5
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Overview of Role
4/5
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Skills Development
4.6/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
3/5
My role involves taking calls from customers in a call centre environment. We look at customers accounts to see if there has been any fraud on their accounts. We remove blocks from accounts that have been placed by the system, deal with transactions that customers don't recognise and cancel and reorder cards.
To what extent do you enjoy your programme?
4/5
I really enjoy the apprenticeship work. Sometimes it feels a bit unorganised and the communication between NatWest and the apprenticeship provider feels a bit disconnected, but I really enjoy learning new things and doing the activities that contribute to my final qualification.
Skills Development
Have you learnt any new skills or developed existing skills?
4/5
This job has really pushed my communication skills for the better. It is difficult to communicate over the phone sometimes so managing to find the right words to communicate is key.
Structure and Support
How well organised/structured is your programme?
3/5
In the call centre our schedules are planned to the minute so that the businesses operations can be supported to the highest level. Sometimes this means that the apprenticeship work is put second instead and sometimes we struggle to book our apprenticeship calls in to our schedules around the time for taking calls.
How much support do you receive from your employer?
5/5
All the managers at NatWest are amazing and the wellbeing benefits are really good too. I have struggled with my mental health moving into this job however my manager has done a really good job supporting me and pointing out the resources available to me to help me cope.
How much support do you receive from your training provider when working towards your qualifications?
5/5
We can always reach out to our apprenticeship coach if we have any uncertainties in our work. Feedback is always clear and there are regular calls with the provider to make sure that we are on track.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
It is pushing me to work on the skills that are crucial to the role.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
There is a team dedicated to our department who put on fun activities and tasks all the time. There are always emails coming out to us about fun things going on in the organisation. Recently there were a lot of events on for the Winter Olympics and Paralympics
Recommendations & Advice
Would you recommend NatWest Group to a friend?
Yes
Why?
The company is really good at supporting its employees and making sure that employees can always explore other roles in the bank to make sure they don't feel trapped in a specific role.
What tips or advice would you give to others applying to NatWest Group?
Really consider whether the role is for you. This telephony job is not what I thought it would be and I do struggle with it. However I know that this is all building up my career for the future and investing back in myself /
