Financial services customer adviser apprenticeship

Within banks and building societies, there are a number of front-line roles that deal with customers on a range of relatively straightforward transactions – these may happen in a branch, over the phone, through the internet or be carried out by an individual in an operations centre that supports other areas of the business.

Typical activities for a financial services customer adviser could include dealing face-to-face with customer enquiries in branches, helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving problems and complaints, contacting customers, identifying sales opportunities and making referrals.

As an apprentice you will gain a good working knowledge of the role that banking plays in financial services, and of the business that you work in. The financial services industry is very tightly regulated and you will learn about the legal and regulatory framework, and how this applies to your role. Specifically, you may learn about data protection, training and competence, fraud prevention, conduct risk, complaints, and the difference between information and advice.

When you are dealing with customers, you will need to demonstrate good interpersonal skills and the ability to communicate well through a range of media, including by phone, email, or through social media as well as face-to-face. In this, you will avoid jargon and use the correct technical terms where appropriate, listen well to understand your customer’s needs and be able to adapt your style to your audience.

This is an entry-level apprenticeship that forms the foundation of a career within the financial services sector, including possible opportunities for further development within your organisation, which may include a Level 3 or other apprenticeship.

For further information about careers in financial services, contact:

Chartered Insurance Institute (CII)

Institute of Financial Services (IFS)

Chartered Banker

Chartered Institute for Securities and Investments (CISI)


Level 2 (Intermediate)

Starting salary (once qualified):

not available

Job roles:

Financial services customer adviser

To view the full apprenticeship standard, click here