Senior Customer Service Apprenticeship (Admin)

FULL JOB DESCRIPTION

This Apprenticeship role is offered within the Mortgages function at Nationwide Building Society, helping customers achieve one of life’s biggest milestones: home ownership. You will develop knowledge of mortgage journeys, support customer cases, and gain structured coaching while progressing toward becoming a Senior Customer Advisor.

During the 18-month apprenticeship, you will spend approximately 80% of your time on-the-job, supporting Customer Management, Product, Policy, and Risk teams. You will also complete a Level 3 Senior Financial Services (Customer Advisor) Apprenticeship with webinars, technical training, and structured learning, plus regular one-to-one coaching from an Apprenticeship Skills Coach.

About Us

Nationwide is a mutual, meaning it is owned by its members, not external shareholders. The organization challenges traditional financial norms, aiming to deliver fair, transparent, and customer-focused banking services. Nationwide offers hybrid working, development opportunities, and a strong culture of purpose, fairness, and customer-first values.

 

Employer: Nationwide Building Society

Position: L3 Senior Customer Service Apprentice (Admin)

Salary: £24,750 per year

Job Type: Full-time, Permanent

Work location: Northampton NN3 6NW – Hybrid 

 

What We Offer:

• Hybrid working opportunities
• Paid volunteer time (up to 2 days/year)
• Private medical insurance
• Company pension
• Structured training and development
• Access to technical training and webinars
• One-to-one coaching with an Apprenticeship Skills Coach
• Career progression into Customer Advisor and Senior Customer Advisor roles

Other Benefits:

• 25 days holiday per year, rising to 30 days, plus bank holidays, with the option to buy up to 10 additional days
• Life assurance
• Wellhub access for health and wellness options
• Annual performance-related bonus
• Access to salary sacrifice schemes for additional benefits

Your Role Will Include:

• Supporting post-completion mortgage tasks: updating direct debits, processing overpayments, and supporting mortgage redemptions
• Learning to spot vulnerabilities, solve problems, and deliver the right outcomes for customers
• Collaborating with colleagues, brokers, and solicitors
• Developing knowledge of mortgage journeys through structured on-the-job training
• Working with Customer Management, Product, Policy, and Risk teams

What We Are Looking For:

• Ambitious, purpose-driven individuals seeking a career in banking
• Enjoy working with people and solving problems
• Comfortable using multiple IT systems
• Organised, detail-oriented, and able to work at pace
• Willing to embrace continuous development
• Right to work in the UK, living in the UK or EEA for the past 3 years
• If under 19, GCSEs in Maths and English (or equivalent)

Customer-first behaviours expected:

• Feel what customers feel – empathise and use insights to guide decisions
• Say it straight – communicate honestly and clearly
• Push for better – take ownership of improvement and personal development
• Get it done – prioritise impactful actions and take accountability

 

 

This is a chance to start a rewarding career in banking with Nationwide Building Society, a purpose-driven organization that puts customers first. Through a blend of practical experience, structured learning, and coaching, you will grow into a Senior Customer Advisor role while making a meaningful impact on customers’ homeownership journeys. With competitive benefits, hybrid work flexibility, and development opportunities, this apprenticeship is your gateway to a long-term career in financial services.

 

 

Work Location: Hybrid 

 

 

APPLICATION PROCESS

If you’re interested in this role, CLICK HERE and apply now!