Standard Bank– PPB Voice Branch Call Centre (12-Month Banking Learnership)
Job Title
Learner – PPB Voice Branch (Call Centre) Learnership
Location
Johannesburg, 5 Simmonds Street, Gauteng, South Africa
Employment Type & Duration
Fixed‑term, 12‑month Learnership
From 1 October 2025 to 30 September 2026
Compensation
Stipend of R6,800 per month, plus student medical aid
About the Programme
This Learnership is offered by a leading South African bank as part of its commitment to talent development and youth empowerment. It is designed for recent undergraduate graduates who are seeking structured learning in a real banking environment. It combines classroom or theory‑based learning with practical workplace exposure, providing participants with the chance to gain hands‑on experience in a Voice Branch (call centre) operation.
You will learn not just how to serve customers over the phone and via email, but also how to navigate the regulatory frameworks that govern financial services, ensure compliance, and gain skills that are valuable across the financial sector. By the end of the 12 months, learners will hold a recognised NQF Level 5 Banking Certificate which is FAIS accredited, enhancing employability and providing opportunities for permanent employment or further advancement.
What You Will Learn & Responsibilities
During the Learnership you will:
-Become familiar with the Voice Branch value chain. This means observing and taking part in all the stages of the call centre operation, from answering customer calls and handling queries, through to escalation, follow‑up, and resolution.
-Develop strong communication skills, both verbal and written. You’ll learn telephone etiquette, how to write professional emails, how to listen effectively, how to respond with clarity and empathy, and how to maintain professionalism in all interactions.
-Process and analyse customer information accurately. You’ll learn how to gather data, interpret requests or complaints, verify customer identity or account details, and ensure that all information handled is correct and compliant.
-Gain understanding of the banking products, services, systems and platforms offered by the institution. You’ll be introduced to how accounts work, different products, how they are sold or explained, and how they impact customer needs.
-Understand and apply banking regulations and compliance frameworks. You’ll learn about FAIS (Financial Advisory and Intermediary Services) accreditation requirements, legal compliance, risk management, and the internal policies that ensure financial reporting and customer protection are met.
-Handle customer enquiries and assist with issue resolution. This includes responding to inbound calls, emails, possibly other communication channels, escalating where needed, documenting the resolution process, and ensuring the customer is satisfied.
-Build relationships with clients by delivering service that is friendly, professional, efficient, and respectful. Over time you will be expected to develop rapport, understanding, and consistency, which are core to retaining trust and supporting customer loyalty.
-Follow professional etiquette in every interaction. You will be expected to apply phone and email best practices, be polite and helpful, stay calm under pressure, and maintain accuracy in messaging.
-Work under supervision as part of a team, and also take initiative when appropriate. Learners will operate in a fast‑paced environment and should adapt to changes such as fluctuations in call volumes or shifts in priority.
-Manage time and priorities, keeping to performance targets, service levels, and standards. This entails balancing speed and quality of work, maintaining accuracy, meeting response and resolution timeframes, and continuously improving.
Minimum Eligibility Criteria
To be considered for the Learnership, you must:
-Be a South African citizen
-Be aged between 18 and 30 years-
-Have completed an undergraduate qualification (any field). That means your degree or diploma must already be conferred or awarded before the programme starts.
-Be fluent in English, both spoken and written. You’ll need to read policies, write emails, and handle client contact effectively.
-Be computer literate. Comfortable with basic software (e‑mail, MS Office or similar), data entry, navigating systems, and learning new tools.
-Have no more than six months prior work experience. The programme is for fresh graduates or those with minimal work history.
-Be unemployed at the time of application.
-Not be enrolled in another study programme, or registered in another learnership or internship during the period. The programme requires full commitment.
What You Will Receive / Benefits
As a participant, you will be provided with:
-A monthly stipend of R6,800, to support you throughout the 12‑month period
-Student medical aid coverage, so you have access to basic medical services, which helps you stay healthy and focused
-Full structured training, both classroom/theory (if applicable) and on-the-job coaching
-The Agile Banking Professional Certificate (NQF Level 5), which is nationally recognised
-FAIS accreditation, which is essential for roles in financial services, especially those dealing with customers and regulated products
-Exposure to real banking operations, systems, customer engagement, service delivery, and regulatory compliance processes
-Mentorship and ongoing support as you learn
-A strong foundation and pathway for a career in banking or financial services, potentially leading to permanent roles, promotions, or lateral growth within the bank
What We Expect of You: Key Competencies & Personal Traits
Successful learners tend to have:
-Strong interpersonal skills. You should be approachable, patient, empathetic, and able to communicate clearly and respectfully with different kinds of people
-Good listening skills and emotional intelligence. Understanding what a customer is saying (and what they aren’t saying) is essential
-Attention to detail. Mistakes in banking can be costly. You must be accurate, careful, and thorough
-Adaptability and resilience. Call centre work can be high‑pressure, volumes can fluctuate, you may need to shift priorities, deal with challenging calls, and maintain composure
-Dependability. Being punctual, reliable, respecting schedules and deadlines, and sticking to commitments
-Professionalism and ethics. Maintaining confidentiality of customer information, following policies, behaving with integrity, and representing the bank well
-Self‑motivation. As a learner, you must be proactive: ask questions, seek feedback, take initiative, and engage in learning opportunities
-Time management. You should be able to organize tasks, manage workload, meet service level expectations, and maintain quality under time constraints
What to Do / How to Apply
Here are the steps to successfully apply:
-Update your CV, ensuring your personal information, certification (undergraduate qualification) and contact details are correct.
-Prepare supporting documents: certified copy of your ID, proof of qualification, any relevant transcripts, etc.
-Visit the bank’s official careers portal. Use the job reference: 80440849A‑0001 or the title Learner – PPB Voice Branch (Call Centre) to locate the Learnership listing.
-Complete the online application form, and upload the required documentation.
-Be sure to check eligibility criteria carefully before applying.
-If shortlisted, you will be contacted for further steps which may include assessments, interviews, or onboarding processes.
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Why This Role Matters
This Learnership gives more than just employment for one year. It offers a chance to build lasting employability in the banking sector.
You’ll develop a mix of hard skills (banking operations, regulation, systems) and soft skills (communication, resilience, customer care) which are transferable across financial services and other industries.
For many, this becomes a stepping stone into permanent roles within the bank, or other roles in operations, client services, sales, risk, compliance, or digital banking.
It also contributes to broader social goals: youth empowerment, closing the skills gap, supporting unemployed graduates, and helping strengthen financial inclusion.
Timeline & Key Dates
-Applications open: from 7 July 2025 (or as posted)
-Programme start: 1 October 2025
-Programme end: 30 September 2026
-Duration: 12 months of training + work
Additional Notes
-The programme is not permanent employment. It is fixed‑term and teaches you skills that will make you employable and ready for more advanced roles.
-Meeting performance expectations, adherence to attendance, behaviour, and completion of the required coursework or assessments, will be important for success.
-Learners who demonstrate high performance may be considered for permanent employment or further development opportunities within the bank.