Complaints Resolution Apprentice

Quick job overview

At Prudential we work hard to create an environment that enables everyone to flourish and we actively encourage diversity across the business.

We are looking for someone who cares about the customer. This role will require you to support the handling of investigations and resolution of customer complaints.

The Complaint Resolution team investigate customer complaints in respect of the service they have received from the wider business or specific transactions relating to the sales process and the advice provided. We aim to provide fair outcomes for our customers, including the resolution of ongoing or outstanding service requirements.

Job description

You will be required to support each case individually using your initiative to make decisions, often under changing circumstances. As a Complaints Administrator, you will use a range of systems and techniques in order to resolve issues and rebuild trust for our customers.

Main Duties:

  • Log and acknowledge customer complaints within regulatory timescales.
  • Allocate work to complaint handlers based on skill sets.
  • Use database and make workflow entries to record relevant information, audit trail for compliance with regulatory reporting requirements.
  • Identify and communicate trends based on types and volumes of incoming complaints.
  • Prepare complaint files for the Financial Ombudsman Service (Regulator).
  • Prepare and arrange authorisation of payments to customers.

Location: Stirling, FK9 4UE

Total vacancies: 1

Hours per week: 35

Annual salary: £15,986

Apprenticeship duration: 13 months

What you need

It is important that you're ambitious, want to succeed, are interested in the finance industry and that you are prepared to invest time in studying towards your qualification.

This apprenticeship is designed to help people without degrees start their careers, straight after sixth form or college, providing an opportunity to receive on-the-job training and earn a competitive salary.

You must have been a UK/EU/EAA resident for three or more years, must be eligible to work in the UK and must not have a Level 4 or higher level qualification (i.e. Certificate of Higher Education or Degree).

As a minimum, you should have 5 National 5 (or previously Standard grades) with a minimum grade C in Maths and English or  equivalent.


  • Someone who has a passion or at least an interest in the finance industry
  • Highers (grade B+ in Maths)
  • Preferably candidates will have some prior or some voluntary work experience.

Skills and abilities

  • bullet Good analytical skills
  • bullet Good, confident communication skills, both written and verbal
  • bullet Experience of administration environments and/or team delivery situations
  • bullet Attention to detail
  • bullet Good telephone skills
  • bullet Ability to work in a large, diverse team, contributing positively to the daily behaviours and objectives
  • bullet Self-motivated, with the ability to learn quickly in a live environment
  • bullet Ability to build and develop relationships
  • bullet Confident and friendly personality
  • bullet Accurate and a fast learner
  • bullet Well presented
  • bullet A strong team player

The application process

Step one

Decide and apply

Step two

Telephone interview and online tests

Step three

Video interview

Step four

Assessment Centre

Step five


Decide and apply: Read the job description and decide if this is the right role for you. Once you're sure, you can apply for the role following the information on the application site. Remember you'll need to upload your CV too.

Telephone interview and online personality assessment: BPP will be in touch to let you know if we are taking your application forward and to arrange your telephone interview, which will be around 30 minutes long. You will also be asked to take on an online personality self-assessment that takes 20 minutes to complete.

Video interview: After you have completed the telephone interview and online tests you will be sent a link for a one-way video interview with full instructions on what you need to do. You will be asked a question and given a small amount of preparation time before you answer and move onto the next one.

Assessment Centre: At the Assessment Centre you will get to meet the managers of the team that you have applied for. They'll have a face to face interview with you asking you questions and giving you a chance to ask them questions. There will also be some team building activities during the day. Some roles may include extra role specific exercises that you will be told about prior to coming along to the day. 

Confirmation: We'll be in touch to let you know if you have been successful in getting an apprenticeship with us. If you have been successful you will then get information on your start date and we'll sort out the details.

Training and the future

The qualifications you will gain

Your apprenticeship training shall be delivered by a blend of virtual online lectures alongside internal training and on-the-job training. This will lead to obtaining your Business Administration Level 3 qualification.  

Future Prospects

This is a fixed term contract for 13 months upon which the business may decide to retain, subject to performance, headcount and available funding. If recruited into a permanent role, the individual will follow the career progression applicable to that specific role/department.

This apprenticeship is suitable for someone who is looking to start a career in Financial Services but has little or no experience, recent school/college/sixth form leavers looking for a change in their career path.

The Complaint Resolution team offer solid training programmes and encourage promotion from within the team which is why the admin role is such a good starting point.

How to apply

You apply via the BPP website by filling in the application form, attaching your CV and answering the two mandatory questions asked of you. You usually hear back within 48 hours if your application has got you through to the next stage – the interviews.

Ready to apply?

Apply now via BPP

Got a question?

If you have any queries about the programme please get in touch.

Email us