Barclays – Retail Banking Customer Care Branch Apprenticeship – Glasgow

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.

Purpose of the roleTo 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.
  
  

Are you eligible?

First, you’ll need the right qualifications. For this apprenticeship opportunity you’ll need Five National 5 subjects including English and Maths at grades A-C, 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.

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.

Why a Barclays Apprenticeship?

You’ll get the opportunity to earn whilst working towards a Providing Financial Services 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.

Closing Date: 31 October 2025

Annual Salary £25,000 + benefits