Customer Service Apprentice

Progress as unique as you are

Apprenticeship – Commercial & Institutional Banking

Starting October 2026

Commercial & Institutional Banking partners with businesses and financial institutions to provide the finance, expertise, and long-term support they need to navigate complexity, grow with confidence, and achieve their ambitions sustainably.

Programme length: 15 months

Salary: £25,785

Qualification gained: Providing Financial Services Level 6

Location: Edinburgh

Our people work in different ways depending on their roles, and apprentices follow their team’s approach, which may be onsite or hybrid depending on the job.

What you'll do

As a Customer Service Apprentice in our FreeAgent Support Team, you’ll be the first point of contact for our customers, building strong relationships with new and existing customers, focusing on delivering a world class experience, whilst responding to their enquiries via phone, email, and online chat.

Day-to-day you’ll also be:

• Responding to customers accurately and promptly on both product and accounting queries
• Helping new and prospective customers get started using the software
• Answering existing customer queries which range from simple product usage queries to more accounting related questions
• Learning basic accounting principles to help guide and support our customers in managing their everyday accounting and bookkeeping needs

How we invest in you

Our apprenticeships will support you to learn, grow and build a career you are proud of.

You’ll also get:

• A starting salary of £25,785
• Flexible benefits, 25 days’ annual leave + bank holidays, and a monthly retirement fund contribution
• A fully funded apprenticeship - Providing Financial Services Level 6

The skills you'll need

To thrive in this role, you’ll need the ability to collaborate and support the development of positive customer relationships through credibility, trust, and an unwavering focus on doing the right thing.

You’ll also:

• Keep the customer at the heart of everything you do, demonstrating a genuine passion for helping people
• Bring creativity, curiosity, and a willingness to learn, with an open and flexible approach to new ideas
• Proactively identify problems and confidently propose effective solutions
• Apply strong analytical and logical thinking, and adapt positively to change
• Plan and organise work efficiently, managing priorities and time effectively
• Be computer-literate and comfortable using technology in a fast‑paced environment
• Show an interest in working with numbers and basic accounting or financial concepts

Eligibility

Our apprenticeships are designed for people new to the subject. If you already have substantial experience or qualifications in this area, you may be overqualified. Please check our FAQs before applying.

You’ll also need to have the right to work in the UK for the full duration of the programme. Unfortunately, this role does not meet Skilled Worker Visa requirements.

Inclusion and accessibility

We’re committed to building an inclusive workplace where everyone feels they belong. We welcome applications from people of all backgrounds and experiences.

If you need reasonable adjustments at any stage of the recruitment process or in the role itself, please let us know, we’re happy to support you.

Ready to apply?

Our application window closes once we receive enough applications to fill the cohort so apply as soon as you’re ready to make sure you don’t miss out.

Make sure you’ve listed your qualifications and experience on your CV before applying. Here’s an example of a good 'CV.'

Need help with your application

Visit our 'Application Support' page for information on the recruitment journey and answers to the most common queries.