Apprenticeship Standard: Senior Financial Services Customer Advisor Level 3 Apprenticeship


Designed by leading financial services organisations, this apprenticeship will develop technical Knowledge, Skills and Behaviours across front line roles in banking, savings and insurance in order to understand customer needs and provide individuals, businesses or a small portfolio of accounts with the right products and services.

It includes a choice of qualifications including CII, CISI and Chartered Banker Institute and uses an innovative and flexible approach to demonstrating competency through the delivery of a high quality programme which is fit for purpose for performance in the workplace.

Trailblazer Group

The employer Trailblazer Group that created this Standard included: Barclays, Cambridge Building Society, Canada Life, Geoban, HSBC, Leeds Building Society, Lloyds Banking Group, Nationwide Building Society, Santander, TSB Bank, Royal Bank of Scotland, Skipton Building Society, and Virgin Money.

Role Suitability

Duties that this role could be asked to perform in line with the employer’s needs include (but are not limited to):

  • Understanding customer needs and meeting those needs with the right products and services e.g. type of bank account / credit card / loans / insurances
  • Promoting new digital services to encourage customers to use these channels
  • Proactively calling customers to deepen relationships
  • Resolving tricky complaints, working with other areas of the organisation to meet customer needs.

Key Facts


Standard guideline: 15 to 18 months (min. 12 months).

Timeframes are flexible depending on the employer and/or the apprentice’s ability to be successful on the programme.

Study Mode:

BPP Professional Education can provide flexible study methods towards these qualifications including:

  • Online Classroom (recorded)
  • Online Classroom Live (real time) or a mix of both

All BPP programmes are supported by our award winning Virtual Learning Environment.

All programmes are delivered using BPP Momentum, at the heart of which is the Achievement Ladder, enabling BPP to provide unrivalled levels of proactive support to all of our learners.


The professional qualification included can be chosen from the following:

  • Chartered Banker Institute: Professional Banker Certificate; Professional Banker Diploma; Certificate in Complaint Handling; Certificate in Offshore Banking Practice
  • Chartered Insurance Institute: Certificate in Insurance
  • Chartered Institute of Securities & Investment
  • Investment Operations Certificate

Note: Further qualifications not offered by BPP are also included within this Standard.

Knowledge, Skills and Behaviours


  • Customer Relationship Management
  • Delivering Results
  • Teamwork
  • Communicating & Influencing
  • Problem Solving


  • Continuous Improvement
  • Personal Development
  • Honesty & Integrity
  • Flexibility
  • Resilience


The On Programme Assessment ensures the apprentice is making good progress towards achieving competency in the Knowledge, Skills and Behaviours of a Senior Financial Services Customer Advisor. At BPP Professional Education the apprentice will gain a recognised Level 3 qualification and all the examinations must be passed before sitting the End Point Assessment.

The End Point Assessment consists of two elements; a portfolio of work completed during the End Point Assessment stage and a Professional Discussion.

BPP Support

Both the apprentice and employer will be supported by a team of Programme Advisors and Skills Coaches who will ensure the apprentice completes the Knowledge, Skills and Behaviours required and is ready to sit the End Point Assessment.

Entry Requirements

Level 2 Maths and English (equivalent to GCSE grade C or above), ideally as part of 5 GCSE A-C grades or other comparable qualifications. Apprentices without English or Maths at Level 2 must achieve this prior to the completion of the Level 3 Apprenticeship.

Employers have the flexibility to set their own minimum entry requirements and may want to increase their criteria.

Employer Requirements

  • Provide apprentices with a contract of employment for the duration of the apprenticeship on the first day of their apprenticeship and be paid at least a wage consistent with the law for both the time they are in work and in off-the-job learning.
  • Employer must not ask the apprentice to contribute financially to the direct cost of learning.
  • Provide the apprentice with paid time to attend off-the-job training, including additional support for English and Maths, or support accessed for learning difficulties and/or disabilities.
  • Recognise that the apprentice must complete the apprenticeship within their working hours.
  • Ensure apprentice spends at least 20% of their time in off-the-job training.
  • Enter into a contract with BPP University.
  • Support the apprentice to gain new skills.

Apprentice Requirements:

  • Be in full-time employment for at least 30 hours a week.
  • Be an employee (have a contract of employment for the duration of the apprenticeship) on the first day of their apprenticeship and be paid at least a wage consistent with the law for both the time they are in work and in off-the-job learning.
  • A citizen of a country within the European Economic Area (EEA**) or have the right of abode in the UK, and have been ordinarily resident in the EEA for at least the previous three years on the first day of learning.
  • Not be enrolled on another apprenticeship at the same time.
  • Has the right to work in England.
  • Able to complete the apprenticeship in contracted working hours.
  • Be in a new job role (nine months or less), or in an existing job role, where significant new Knowledge and Skills are needed – employer statement of justification needed (relevant to the apprenticeship).


On completion of this Senior Financial Services Customer Advisor Level 3 Apprenticeship, the apprentice has the opportunity to undertake additional study and that could count towards the completion of the professional institutes higher qualifications.

Costs and Government Funding

Employers will be able to draw up a funding cap of £9000 per apprentice from the Digital Voucher Service to cover the training costs for this Apprenticeship Standard.