Customer Service & Operations Analyst Review
at NatWest Group
Level 3 Apprenticeship
Banking
Manchester
Review Submitted: April 2026
Overall Rating
5 /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!
5/5
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Overview of Role
5/5
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Skills Development
5/5
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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:
5/5
On a day to day basis when I am not on apprenticeship time I take inbound calls from business customers helping them with queries regarding the online business banking platform I work on.
To what extent do you enjoy your programme?
5/5
In terms of the apprenticeship I would say that it can give you a lot of knowledge and learn the bank to a deeper extent to have a better understanding of the banks wider environment internally and externally. In regards to my actual job role I would say that it is challenging, however, due to this it is also highly rewarding being able to help customers and it is helping me develop myself as a person and my experiences.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
My customer service skills have developed massively and I have learnt to speak to customers more professionally. Due to the job role my problem solving skills has also increased due to me working on a business banking platform. During this job role I have noticed that I have improved in digital literacy since I have used new systems. I have also noticed a change in my confidence and I am now seen as more of a confident person due to me working in a team to deliver the best customer experience/satisfaction.
Structure and Support
How well organised/structured is your programme?
5/5
In terms of the apprenticeship programme that I am on I would say that it is a well structured, organised programme. BPP is my provider in terms of my apprenticeship and the reason why I think it is well structured because it has a timetable that involves learning and revision sessions that we go to and there is also deadlines that must be met. All this is in place to ensure that apprentices have a well organised workload and so that they will not fall behind in work.
How much support do you receive from your employer?
5/5
When it comes to my apprenticeship work my employer is supportive to ensure that I get the best out of my apprenticeship. For instance, if I needed some extra apprenticeship time my employer would always make sure to book it in for me just so I can stay on top of my studies. My employer also ensures that they're all caught up in terms of my apprenticeship so that they can support me in ways for me to succeed and identify matters that I might need more help on.
How much support do you receive from your training provider when working towards your qualifications?
5/5
My training provider is fantastic and they ensure that they make an effort to try get to know me and to support me in regards of my apprenticeship. Me and my training provider can have 1 on 1s booked in so we can discuss on how im getting on and if I need further support. He also ensures that I am up to date with my progression and yet again provides support and understanding if I may be struggling with studies.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The apprenticeship I am undergoing is in the financial services so my job role includes knowing financial terminology and understanding banks to a wider extent. During my job role as a apprentice ive heard terminology or or processes that I am not quite familiar with. As ive progressed into the apprenticeship I have noticed key words and processes that I see in my job role and because of that I am able to learn about and it will then end up helping me master my job role due to the support of the apprenticeship.
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
NatWest group hosts apprenticeship networking events and it gives apprentices a great opportunity to get to know each other and it also gives them the opportunity to learn about exciting opportunities within the bank and what opportunities are available for them. NatWest can also book in catch ups for apprentices and sessions like financial wellbeing. NatWest group does this because they understand that an apprenticeship in the bank can be a huge change and a big step forward and these sessions are designed to make you feel more settled.
Recommendations & Advice
Would you recommend NatWest Group to a friend?
Yes
Why?
I would recommend this apprenticeship because I have noticed a big change in terms of my confidence. I was worried at first that I would struggle settling in and getting support however everyone is so supportive and makes you feel at home. It is an environment where everyone is treated with respect and equality. This apprenticeships also gives you valuable knowledge about banks and financial systems and it is a great first step of building your career in the financial services. Not only this NatWest group has fantastic benefits that can be applied for.
What tips or advice would you give to others applying to NatWest Group?
I would say that the apprenticeship is quite challenging. However, that is a good thing since I believe apprenticeships should be made to be challenging. Going through the apprenticeship in terms of the things I have achieved it feels so rewarding and I feel like I have changed a lot as a person in terms of confidence and character development. The advice I would give to others interested in applying for an apprenticeship with NatWest group is try your hardest. I am not even halfway through my apprenticeship yet but it already feels so rewarding because I have realised that I have learnt so much in such a short space of time. An apprenticeship in the bank is such a great opportunity and the more you try the more rewarding it will feel.
