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Apprenticeship training course

Financial services customer adviser (level 2)

Helping customers in banks and building societies or the broader financial services sector.

Qualification level
Equivalent to GCSE.
Typical duration
12 months
Apprenticeship category
Legal, finance and accounting
Maximum funding
Maximum amount government will fund
for apprenticeship training.
Also known as
  • Branch Cashier
  • Finance Worker
Skills an apprentice will learn
  • Customer Service: Delivers excellent service, identifying and meeting or exceeding customer requirements. Supports customers in the use of digital solutions. Initiates contact with customers and builds relationships with them when appropriate. Identifies customer needs and refers where appropriate. Supports the company contribution to the local community, getting involved in activities and building a local network, where appropriate.
  • Delivering Results: Uses company systems and processes to deliver services to customers, Takes the initiative to meet agreed individual and team performance measures in line with company policy, Values, standards and regulatory requirements. Plans and organises their work to meet commitments and performance measures.
  • Teamwork: Consistently supports colleagues and collaborates to achieve results. Builds and maintains strong working relationships with own team and other parts of the organisation they deal with. Supports others in the team. Aware of own role within the team and their impact on others.
  • Communication: Deals effectively with customers and colleagues, showing good interpersonal skills and the ability to communicate well through a range of media e.g. phone, face to face, email, social media. Avoids jargon and uses the correct technical terms where appropriate. Listens well to understand customer needs and is able to adapt their style to their audience.
  • Problem solving: Works to deliver the best customer outcome, in line with company policy, regulation and best practice when handling problems and complaints. Escalates as appropriate.
  • Continuous improvement: Identifies opportunities to improve performance and service; acts on them within the authority of their role. Successfully implements changes that are required.

Full information on Financial services customer adviser (level 2) is available from the Institute for Apprenticeships and Technical Education.

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