Client Support Assistant, Apprenticeship

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

Diverse and talented, with exceptionally high professional standards and a passion to deliver the very best for our clients, our people are our most vital asset. Rewarding and challenging, Arbuthnot Latham prides itself on encouraging colleagues to reach their full potential within a supportive and progressive environment.

Our two-year programme is designed to provide you with the skills and experience to help you progress your career and contribute to Arbuthnot Latham’s continuing success. It will be delivered in on-the-job learning which aligns to your BPP Level 3 Senior Financial Customer Advisor On successful completion of the programme, your training, experience and your Level 6 external qualification will set you with excellent career prospects.

The programme is designed for students completing A level or equivalent education in 2024 or 2025 looking for their first professional role.

During the programme, you can expect to:

• Work as part of a diverse team contributing to the team deliverables
• Completing an externally accredited BPP Level 3 Senior Financial Customer Advisor in a specific field which involves at least 20% of your work week studying
• Build your breath of experience through on-the-job learning
• Take part in a structured training programme covering technical industry knowledge, professional and soft skills
• Be empowered to build your leadership skills and agile thinking
• Develop relationship management skills and build your professional network
• Contribute your ideas and knowledge to a project
• Gain exposure to senior leaders, mentors and different areas of Bank

You’ll be part of our growing community of apprentices, benefitting from a supportive and collaborative working environment.

The successful candidate must have permission to work in the UK.The apprenticeship will start on 1st September 2025.

Role Description

• The CSA provides a client focused telephone service, ensuring client queries and requests are handled accurately, efficiently and within agreed service level agreements and appropriate timescales depending on the nature of the client enquiry.
• To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.

Key Responsibilities:

Client service support

• Client contact by telephone both incoming and outgoing
• Deal with client payment requests and ensure that all processes are followed
• Deal with internal and external client enquiries with reference to other areas of the Bank as required, including but not limited to:
• Payments
• Online Banking
• Cards
• Fraud
• New business
• Deal with and distribute requests and queries received via the team’s mailbox

General Administration

• Responsible for keeping client records updated
• Archiving and keeping paper and electronic filing up-to-date
• Assisting in the administration of general office management tasks
• Undertaking project work as required

Compliance

• Deal with client complaints and errors in a timely manner, including following the laid down process for capturing and investigating errors and complaints.
• Liaise with the relationship manager and team to resolve errors and complaints, and act as the first point of contact for clients

Risk

• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures

Key Interfaces:

• Relationship Banking Teams
• Operations
• Treasury
• Risk
• Compliance

Person Specification

Knowledge/Experience/Skills:

• The ability to manage time effectively and prioritise work to meet deadlines
• Be flexible and approachable, capable of communicating effectively to build strong relationships
• Solid written and verbal communications skills
• Excellent attention to detail and accuracy
• Enthusiastic and self-motivated with the confidence to share ideas and embrace new ways of working
• Strong numerical skills, problem-solving analytics skills
• High levels of confidentiality, diplomacy, and discretion
• A collaborative, team-based approach
• High competency of Outlook, Microsoft Office & Excel
• A collaborative, team-based approach
• Able to provide a very high level of client service and at all times keep the client at the heart of everything we do
• Willingness to learn a variety of banking systems and tasks
• A “can do” attitude and interest in Financial Services

Qualifications:

• Educated to A-Levels or equivalent. You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship

Competencies:

• Team Working
• Client Focus
• Problem Solving and Judgement
• Planning and Reviewing
• Communication and Confidence

Our Values

Our values define who we are. They ensure that we approach our work, our colleagues and our clients in the right way. Being a relationship-led organisation makes this all the more important. We know what we do as a business, our values guide how we do it.

• Integrity
• Energy & Drive
• Empowerment
• Respect
• Collaboration

About Us

Work, Life and Benefits

Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.

At Arbuthnot Latham we offer:

• Agile working
• Competitive salary, pension & holiday allowance
• BUPA Health cover
• 4 x Life Assurance
• Income protection scheme
• Discretionary bonus
• Market leading maternity/paternity and menopause policies
• Flexible benefits