Retail Banking Customer Care Branch Apprenticeship Programme 2026 Sunderland

Job Description

Purpose of the role

To participate in the day-to-day activities of the retail banking division providing insights and expertise that help senior colleagues make informed decisions, develop new products and services, and identify new market opportunities

Accountabilities

• Execution of small research projects, research to support strategic decision making, preparation of presentations and reports to communicate research findings, collaboration with senior management to implement research findings for retail banking.
• Collaboration with cross-functional teams to support business initiatives.
• Participation in training and development programs to enhance skills and knowledge.
• Identification of opportunities, development of business cases, management of the deployment and launch of new products and services for retail banking.
• Management of client relationships and provision of customer service support to clients and customers, under steadily decreasing supervision, responding to questions about products and services, processing of transactions, and resolution of customer complaints.
• Management of the development and implementation of financial models and strategies that support in decision making for retail banking.
• Training and mentoring of junior colleagues.

Analyst Expectations

• To meet the needs of stakeholders/ customers through operational excellence and customer service
• Perform prescribed activities in a timely manner and to a high standard
• No people leadership roles at this grade.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
• Identify escalation of policy breaches as required.
• Take responsibility for customer service and operational execution tasks.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
• Work within well-defined procedures that may involve a variety of work routines.
• Demonstrate an understanding of the procedures.
• Evaluate and select the appropriate alternatives from defined options.
• Make judgements based on the analysis of factual information.
• Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Closing Date: 31 October 2025
Annual Salary £25,000 + benefits

Getting qualified. It's a huge achievement that can completely change your prospects – but it’s not always open to everyone, whether that's due to the cost of university or the timing not being right. But with our apprenticeships, all that can change. Here at Barclays we offer a world-class programme that provides you with a permanent, full-time job with a competitive salary from day one - all whilst gaining a professional qualification at the same time. Whether you're a school-leaver looking for alternative options to the traditional university route or you're someone thinking differently about your future, we'll help you to build an extraordinary career at Barclays, no matter your background.

Our programme is designed for school leavers and career changers, but is open to anyone, no matter your background or your age. So you’ll be joining an Apprenticeship cohort who are from all different walks of life, whether that’s school leavers starting their career, ex-military wanting to kick-start a career in the corporate world to parents wanting to return to work after having time off.

If you have already have degree, make sure you visit https://search.jobs.barclays/graduates and consider our graduate opportunities.

Why a Barclays Apprenticeship?

You’ll get the opportunity to earn whilst working towards a Senior Financial Services Customer Adviser Apprenticeship, a perfect blend of theoretical learning and real-life practical work whilst on a full-time salary in a permanent job. A unique chance to get a professional qualification without the student loan, all whilst getting years of work experience under your belt. Due to the evolving nature of Apprenticeships, a new Apprenticeship might become available and if deemed more relevant to your role, we'll change the Apprenticeship before you start.

We’ve spent 15 years perfecting the support that you’ll receive on our Apprenticeship programme. From day one, you’ll be assigned a Programme Support Manager matched to your needs and background, and together with your People Leader, they’ll support you as an individual. We’ll also match you to an expert in your specialist subject, ready to share their knowledge.

The Apprenticeship route gives you the opportunity for self-discovery and helps you to explore different career paths. With over 325 years of expertise in Banking, Barclays operates in 39 countries, employing around 90,000 people to help move, lend, invest and protect money for customers and clients worldwide. Giving you endless opportunities to network and discover what makes you tick.

Retail Banking at Barclays

In Retail Banking, we create and deliver brilliant experiences for all kinds of Barclays customers. By understanding the people we serve, we shape the future of our products and services. From savings accounts to investments, from mortgages to credit cards, from insurance policies to digital banking, Retail Banking makes money work for customers all over the UK.

We’re also champions for entrepreneurs. Through Business Banking, we work alongside over a million small and medium enterprises, helping them grow and thrive. More than just financial support, we build lasting relationships and provide businesses with the tools they need to succeed.​

Branch Customer Care

In this role, you’ll be at the forefront of delivering exceptional customer service—responding to inquiries, resolving issues, and managing client requests with efficiency and care. You’ll personalise each interaction across multiple digital channels, ensuring a seamless and meaningful experience for every customer. Your day-to-day will involve close collaboration with internal teams including sales, operations, risk management, compliance, and collections to meet client needs and uphold regulatory standards. You’ll play a key part in resolving queries and supporting business operations, all while maintaining a high standard of customer care.

Are you eligible?

First, you’ll need the right qualifications. For this apprenticeship opportunity you’ll need 5 GCSE's at grades A*- C (9-5) including Maths and English (or equivalent).

Beyond that though, we’re also looking for commitment and enthusiasm. Our Apprenticeships place deep investment in you as an individual. That means we need you to match that commitment: you’ll turn up every day ready to work hard, push yourself, and think differently about what you’re capable of. You’ll have the backing of a global bank, and you’ll rise to that expectation.

To apply for our apprentice programme, you must meet the Government's apprentice funding requirements that apply to you as outlined in https://www.gov.uk/guidance/apprenticeship-funding-rules for apprentices in England. 

The Government apprentice funding requirements include a number of requirements that you must meet, including a requirement that you have been ordinarily resident in the UK for the previous three years on the first day of learning (subject to certain exceptions), and that you hold the legal right to work for the full duration of the apprenticeship programme prior to commencing the programme.

Working In Sunderland

Our Grade II listed branch in the heart of Sunderland blends heritage with modern banking. Serving the local community through a mix of self-service options and dedicated colleague support, it’s a space where tradition meets innovation. With excellent transport links and easy access to local amenities, this branch offers a welcoming and well-connected environment to build your career.

What happens once you apply?

Step 1 - We'll review your application
Step 2 - You'll be asked to complete our online assessments
Step 3 - We'll ask you to complete a survey, so we can be sure of your eligibility
Step 4 - It's time to attend a virtual or in-person assessment day, where you'll be assessed during a group activity and interview (this will take place from November 2025)
Step 5 - We'll let you know the outcome and give you feedback. 

It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.