Help and FAQs
We want you to have everything you need to make an informed decision about a career with us. These answers address frequently asked questions about our recruitment process.
Q: I know where I want to work, I can’t find a suitable vacancy at the moment; can I send my CV/resume instead?
A: Yes, absolutely. You can send us your CV and some information about the role you’re interested in by joining our Talent Network. Your details will be added to our database and we’ll be able to contact you about suitable vacancies. Also on our search page you can register for job alerts and you will be emailed automatically when a new role is posted matching your search criteria.
Q: Does RBS offer work experience?
A: Yes. If you’re interested, please contact your local branch or office. The decision to grant a work experience placement is at the discretion of the local office, and will be based on whether or not we can meet your requirements.
Q: I wish to withdraw consent for the way my personal information is used, how can I do this?
A: As part of your application, you may have chosen to consent to, and disclose special categories of information about yourself (e.g. racial or ethnic origin, disability, sexual orientation). If, at any point, you wish to withdraw your consent, please contact us.
Q: Can I apply using a mobile device?
A: You can apply online using most modern smart phone or tablet devices. For devices that do not fully support local document storage such Apple products running iOS, cloud-storage upload options Dropbox and Google Drive are available.
Q: How do I know my application has been received?
A: When you submit your application, you’ll be taken to a confirmation page. Once your application has been processed, you’ll also receive a confirmation email. Please note: most applications are not reviewed until the closing date has passed.
If you don’t receive a confirmation email, please check your junk and spam folders. If you still can't find it, please contact our support team.
Q: I applied for a job but I haven’t heard anything. What can I do?
A: We try our best to contact all applicants as soon as possible. Some jobs will receive a large number of applications, so it will take time to respond to everyone. Normally applications won’t be reviewed until the closing date has passed so everyone has a fair chance to apply. If you still haven’t heard anything from our recruitment team by two weeks after the closing date, please contact our support team.
Q: I’ve made a mistake on my application. Can I edit it?
A: If there is an error in your application, please contact the hiring manager or recruiting manager if their name is given on the job description. If there’s no name on the job description, please email our support team.
Q: I normally get extra time on tests, can I get extra time for my video assessment?
A: Please contact us if you require any adjustments for disabilities or learning difficulties.
Q: Which devices and operating systems are supported?
A: We support all web browsers as well as iOS and Android devices. The application will function equally well on any screen size. You should use a device that was introduced to market within the last 4 years (e.g. anything newer than an iPhone 5 for Apple users). Older devices will be slower and in some cases unable to handle the application so please ask to borrow an appropriate device from a friend or family member if you do not have one. Please do not use mobile OS emulators on your PC or Mac.
Q: How should I set-up my device?
A: It’s extremely important that you do not become distracted when taking the assessment. Please ensure that:
- App and messaging push notifications are disabled.
- Your device is set to "do not disturb” even when it is unlocked.
- You have adequate battery life when you start the assessment.
Q: I can’t hear the video questions very well, what do I do?
A: We recommend you use earphones when completing the video assessment to get the best sound quality, especially when you are on a mobile device.
Q: What should I do if the app crashes?
A: First of all, don’t panic, your progress is saved. You can relaunch the app or click the email link from a desktop/laptop with a camera and you’ll be able to resume the video interview where you left off.
Q: How long do I get to hear/read the question and prepare?
A: You will have 2 minutes to hear, read and prepare for each question. If you’re ready sooner you can skip to recording your response.
Q: Can I hear the question again?
A: No, to make the process fair, equal and consistent for everyone you will only get to hear, read and prepare for each question once.
Q: How long do I get to respond to each question?
A: You will have 2 minutes to respond to each question. If you finish answering sooner then you can skip to the next question.
Q: Can I re-take the question if I don’t feel I gave a good answer?
A: No, to make the process fair, equal and consistent for everyone you will only get to record your answer once.
Q: How long do I have to complete my video assessment?
A: You will have 3 days to complete your video assessment from when you receive the email notifying you of the next stage.
Q: Who do I contact if I have any questions about the video assessment?
A: If you have any technical queries about the video assessment please use the help section within the assessment.
Q: I don’t have the facilities to complete the video assessment – what do I do?
A: If you don’t have a computer or phone with a camera then you can use the email link on any computer/phone with a camera, so you’re able to use a friends or family member’s device to take the video assessment. If that’s not possible please contact us.
Q: How do I prepare for my video assessment?
A: Information on how to prepare for the assessment will be shared with you as you go through the process to take the video assessment. You’ll have plenty of time to get yourself prepared and set up to take the assessment before you start the first question. Please watch the videos as they’ll explain what you need to know and do.
We’ve put together a short video that’ll give you some handy tips and best practices - and also tell you what to expect during the process:
Q: What happens if something beyond my control happens while answering a question? Will I be allowed to re-take the question?
A: Our video assessors will be able to see that something went wrong with your answer and they’ll be in touch to allow you to retake the question(s) you had issue with.
Q: Can I practice the questions?
A: There’s a practice question which isn’t reviewed or seen by us and which you can try as many times as you like until you’re comfortable with your set-up and with taking your interview.
Q: How will I be measured?
A: Our trained assessors will review your video assessment and assess you against our pre-defined criteria for the role you’ve applied for.
Q: What will happen with my video assessment?
A: Your video assessment responses will be assessed by us to help make a decision on your application. After that your video assessment will be kept for 12 months after that time it will be anonymised and archived.
Q: What happens next?
A: Your video will be reviewed by one of our trained assessors. They’ll be in touch to let you know the outcome.
Q: I am an existing RBS employee, can I use this website to apply for a role?
A: Current employees should apply via Workday. From the Workday home page, go to ‘Careers’ and then ‘Find jobs’.
Q: What if I’m having technical problems with the website?
A: Please contact our support team. Please use the template below and give us as much detail as possible, so we can help resolve your query quickly:
- Job reference number: This number identifies the role you’re applying for, and can be found at the beginning of the job description. It’s usually a 9 digit number beginning with 'R-'.
- Web browser and version: You can find out which web browser you are using and the version number by selecting 'About' in the browser menu.
- Operating system: This is the platform you are using - Windows 7 or iOS, for example.
- Description of error: Describe the difficulty you are having.
- Screen-shot: If possible please attach an image of the error. On most PCs this can be done by using the CTRL + Print Scrn option, on Mac Ctrl + Shift + 4.
- Steps to replicate: Please describe the steps you took before the error occurred
- Best way to contact you: Email or phone
- Contact information: Email address or phone number
Q: I don’t have a CV. How do I apply for a role?
A: If you do not have a CV, please complete the this template (45kb .doc) with as much information as possible. Also have a look at our advice on CV writing to help you create a great CV. If for any reason you are unable to create a CV or have problems applying online please contact our support team with the reference number of the job for which you wish to apply and a member of the recruitment team will help you with your application.
Q: I am trying to complete the online assessment, but it won’t launch in my browser. What can I do?
A: In the first instance, please try to launch the assessment in another browser. If you’re still having difficulty, please contact our support team. Please use the template below and supply us with as much detail as possible so we can help resolve your query quickly:
- Job reference number: This number identifies the role you’re applying for, and can be found at the beginning of the job description. It’s usually a 9 digit number beginning with ‘R-’.
- Web browser and version: You can find out which web browser you are using and the version number by selecting 'About' in the browser menu
- Operating system: This is the platform you are using - Windows 7 or iOS, for example
- Description of error: Describe the difficulty you are having
- Screen-shot: If possible please attach an image of the error. On most PCs this can be done by using the CTRL + Print Scrn option
- Steps to replicate: Please describe the steps you took before the error occurred
- Best way to contact you: Email or phone number
- Contact information: Email address or phone number
Q: How do I check the status of my applications?
A: My Applications is our online portal which allows you to track and manage your applications. You can see what your latest status is, and if you need to it offers an easy way to withdraw your application instantly.
Q: How do I register to access My Applications?
A: Your profile is created when you first apply for a position. All applications made after this will then be visible in your My Applications profile, along with the current status of each. Please note: you must always use the same email address each time you apply, and once added this can not be updated.
Q: How do I log into My Applications?
A: My Applications can be accessed from our candidate log in page. Your username and password will then need to be entered, so have these ready before you start.
Q: I’ve forgotten my username and/or password, how do I obtain these?
A: Your username will be the email address you used when applying for the role. If you forget your password there is a ‘Forgot password’ option when you go to sign in to your candidate home account.
Q: How do I withdraw my application?
A: To withdraw your application log into My Applications. From here you can see all the recent applications you have made, and the current status of these applications. To withdraw an application simply click select the role you have applied for and then ‘Withdraw Application’. Please note: applications cannot be withdrawn once they have progressed to Interview status.
Q: How can I get an update on my current application(s)?
A: Log into My Applications to get updates on recent applications. Here you can see the status of an application, and when it was last updated.
Agencies and suppliers
Q: I am an agency or third-party supplier looking for a contact. Who can I speak to?
A: This site is for external candidates only. We will not reply to any emails relating to agencies or third-party suppliers through this site. If you are interested in contacting us about supplying goods or services, please go to Supplying goods and services.
Diversity and Inclusion
Q: What if I have a disability that may affect my performance at any stage of the recruitment process?
A: Please let us know about any help you need as soon as possible before any interview or assessment event. We will work with you to make sure any appropriate support is in place.
If you require particular adjustments to support you application, such as alternative formats (e.g. braille) or any building access requirements, please contact us for further information on how we can make the recruitment process as comfortable as possible for you.
Q: Do you have an age limit for joining?
A: We don’t have an upper age limit, and we encourage applications from all age groups. However, you do have to be at least 16 years old to join us.
Q: Do you employ people with disabilities?
A: Yes. We are an equal opportunities employer and we welcome applications from all members of the community.
Q: What is the Disability Confident Scheme?
A: As a Disability Confident employer in the UK, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this position will be offered an interview. You’ll need to tell us that you have a disability at the point of application so that we can make the Recruiter aware.
Disability Confident includes the offer of an interview to a fair and proportionate number of disabled applicants that meet the minimum criteria for the job. This does not mean that all disabled people are entitled to an interview.
In certain recruitment situations such as high-peak times, we may need to limit the overall numbers of interviews offered. This will include the number of interviews offered to disabled people that meet the minimum criteria for the job. In these circumstances, we would still aim to offer a proportionate number of interviews to disabled applicants.
Please be aware that this is only applicable to roles within the UK.
Q: Is flexible working offered for all roles?
A: There is no flexible working policy that will suit everyone. So we have developed a package of flexible working options, including part-time working, job sharing, compressed working hours, term-time working, home-working, short and long-term employment breaks. The availability of these options varies across the countries in which we operate. Your Hiring Manager will discuss any options at your face-to-face interview.
Interviews and assessment
Q: Who can I contact with questions about my interview?
A: We suggest that you ask any questions you have at the time your interview is arranged, as the recruitment team or hiring manager will be able to help you. If for any reason you can’t contact the recruitment team, please contact our support team instead.
Q: What should I do if I need to cancel my interview?
A: Please call the recruitment team or hiring manager in the first instance. This will give us the chance to re-arrange the appointment for you quickly if required. If for any reason you can’t contact the recruitment team, please contact our support team instead.
Q: Do I have to go through an assessment centre?
A: We use assessment centres as part of the selection process for certain roles. They’re normally used as the final stage of the recruitment process, and are designed to reflect the demands of the role and the qualities we need. If we ask you to attend an assessment centre, we’ll give you specific information about what to expect and how the event is structured.
Q: What is an assessment centre?
A: It's an event which usually involves a number of candidates undertaking a range of different exercises, observed by different assessors. These may include interviews, group discussions, presentations, role-plays or business case studies. There may also be written exercises and psychometric tests (designed to provide a measure of your mental abilities).
Assessment centres usually last a day, but can be half a day or two days, depending on the nature and seniority of the role. It's important to remember we are not assessing the performance of the group, but you as an individual. Everyone is assessed on their own merits.
Q: Why do RBS use assessment centres?
A: We use them because making the right decision is really important to us. Assessment centres are one of the most effective ways for us to get a detailed impression of whether or not someone is a good fit for a role. They also provide you with a sense of what is involved in the role.
Q: What's in it for me?
A: As with our other selection methods, you should think about the assessment centre as a two-way process:
- You’ll have the opportunity to experience a range of activities that tell you more about our business, and allow you to make sure the role you’re applying for is right for you.
- You can demonstrate your full range of skills and personal qualities, and why you are a good fit for the role.
- You have the chance to be observed by more than one person, making the overall process fairer to you.
- By meeting other candidates and a range of our people from RBS, you’ll gain a greater insight into what it’s like to work here.
Q: How do I prepare for an assessment centre?
A: The best advice is to be yourself. Most exercises will provide you with some preparation time on the day and won’t involve any pre-work. However, there may be some assessment centres that require you to complete work in advance. If we have told you that psychometric tests are involved, it may be a good idea to remind yourself how to complete basic calculations. You can also find lots of example tests online, which will give you the opportunity to practice.
Offers of employment
Q: I have received a direct email with an offer of employment and a request for some personal information from The Royal Bank of Scotland Group. Is this normal procedure?
A: We never send emails asking for personal information, nor ask for payment or make offers of employment unless you are involved in a structured recruitment process. If you have concerns at any time about any branded communications you have received, please contact the recruitment team or hiring manager.
Here are some common signs of recruitment fraud:
- Emails will often include our name and logo without authority (usually the logo is of a poor quality).
- The name of a genuine recruitment or agency website may be used to make the scam appear more credible.
- Recipients are often asked to contact other companies or professionals, such as lawyers, barristers, immigration officials or travel agencies.
- Emails often originate from free web-based email accounts such as Yahoo.com, Yahoo.co.uk, Gmail.com, Googlemail.com and Hotmail.com.
- Job offers will often be very generous with favourable terms and conditions, such as a personal driver, paid accommodation and a high salary.
- Be especially cautious if these emails contain attachments or the following telephone numbers as these are often charged at premium rate: UK: + 44-70xx, Netherlands: + 31-6xx, Spain: + 34-6xx, Belgium: + 32-4xx, South Africa: + 27-7x or + 27-8x, Nigeria: + 234-80x.
Do not enter into any correspondence with the sender, nor give them your personal details or send payment of any kind. Contact the police if you believe you have been the victim of recruitment fraud. Further information is available at www.antiphishing.org.
Q: Will I need to wear a uniform? Is there a dress code?
A: This will depend on the role you’ve applied for. Most of our branch-based, customer-facing roles mean wearing a uniform, which will be supplied for you. However, please check with the recruitment team when you are invited for an interview.
Making a complaint
Q: What if I am not happy with any element of the recruitment process?
A: If you have any feedback on our recruitment process, please contact our recruitment team with your comments.
We take your feedback seriously, and aim to respond to e-mails within five working days.