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Senior Financial Services Customer Adviser Apprenticeship Level 3

Apprentices on this programme offer vital support in meeting the needs of customers whether that be through product recommendation, relationship building, or even dealing with complaints.

Your employees will build a high level of technical knowledge and skills across a wide range of products to help deliver relevant solutions for the organisation. This programme will particularly benefit individuals working in Banks, Building Societies, Life Insurers, as well as all areas across the Financial Services sector.

For this programme, it is essential that apprentices work in external customer-facing roles.

Developed in partnership with globally recognised institutes and organisations of all sizes, a Kaplan Banking and Financial Services apprenticeship is anything but standard.

Ideal for new starters in financial services or existing employees who are looking to gain new knowledge and broaden their skills. This apprenticeship ensures staff in front-line roles, who deal with customers, have the high level of technical knowledge and skills they need to provide support in branch, over the phone, through the internet, or in an operations centre.

This apprenticeship will benefit individuals in Banks, Building Societies, Life Insurers, and across all areas of Financial Services, looking to progress from a lower level or join the business in an entry level role. People studying this apprenticeship will typically be employed as a Senior Financial Services Customer Adviser, or they could be in a customer-focused, telephony centre, digital banking, or branch network role.

An Apprentice’s journey doesn’t end when their apprenticeship has finished. This is just their first step to becoming a financial services professional. After completing their professional qualification and often with the support of their employer, apprentices can continue to be a professional member of the LIBF.

On completion of the apprenticeship, it is recommended that individuals take some time to gain workplace experience where they continue to study in a specialised field, like Risk (at Level 6), or they could move onto our Level 6 Financial Services Professional programme.

To do this apprenticeship, individuals without level 2 English and Maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.


18 months with Gateway at 15 months - duration may vary depending on chosen pathway

Costs / funding

Levy payer
Non levy payer

Qualifications received

Level 3 Senior Financial Customer Adviser Apprenticeship

Certificate in Retail and Digital Banking (CertRDB LIBF)

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About the programme

Build your talent pipeline

This level 3 apprenticeship provides a great opportunity to build or nurture your future talent and give them the best grounding in an FCA regulated environment, with customers as the central focus.

Effective customer service skills

Individuals on this programme will learn to fully understand customers and their needs to ensure the organisation always provides the best service possible.

Support and insight for managers

Our robust processes and regular reporting ensure you and your line managers can help employees drive invaluable progress and improvements.

Support for apprentices

Kaplan Financial Services apprentices have regular contact with an experienced Talent Coach, including progress meetings, off-the-job tracking, and case study materials with constructive feedback.

Apprenticeship delivery

Kaplan’s Banking and Financial Services apprenticeships are designed to provide the best, tailored learning experience suitable for your modern day business requirements.

Our Senior Financial Services Customer Adviser programme can reflect the unique needs of your organisation. This ensures that learning and skills are directly applied to the apprentice’s role and maximises the time used as part of off-the-job training. For each module, learners benefit from attending small, scheduled online classes taught by a subject matter specialist. Each apprentice will also have access to online materials which they will be directed to use.

Certificate in Retail and Digital Banking (CertRDB LIBF)

This pathway provides individuals with an understanding of how customer data is captured, analysed, and used by banks to provide better customer service. They will learn how banking is changing and undergoing digital transformations.

What’s covered:

  • New and evolving bank business models, retail products, and services
  • Changes in customer expectations and behaviour
  • Digital innovation in retail banking and its impact on customer service
  • Enabling technologies and their impacts, such as credit assessments
  • Digital influences in financial services regulation and legislation.
Optional Microsoft Specialist Skills

We offer Microsoft Specialist Certificates in Excel, Advanced Excel, Word, and PowerPoint to help boost productivity for your employees. We can help guide you on the most relevant choice.

Application of Skills

Our apprenticeships are designed for individuals to use their technical knowledge and communicate it within the organisation. Areas of focus for this programme will include customer relationship management, delivering results, teamwork, communicating and influencing, problem solving, continuous improvement, personal development, honesty and integrity. Apprentices will have a higher level of competence and confidence to assess customer advisory improvements and be able to make recommendations to key stakeholders.

Development sessions

Every Kaplan apprentice has access to development sessions, relevant to their individual experience and requirements. Delivered by Kaplan faculty, with recommendations from their Talent Coach, these sessions will help focus on enhancing their personal and behavioural development.

End Point Assessment

Apprentices will complete a Portfolio of Evidence to showcase their best work, including small projects, performance reviews, workplace observations, case studies, learning record entries, emails, and more. It is designed to demonstrate what they have learned and applied in their role to meet the learning outcomes.

They will also undertake a Professional Discussion with the independent assessor, lasting approximately thirty minutes. It will focus on particular areas of their portfolio to ensure they meet all aspects of the standard..

date_range Timetables

This apprenticeship will be available at set times in the year - please contact us to find the next availability.

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Why choose Kaplan?

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Leaders in our field

Kaplan has worked extensively with clients in the Retail Banking, Investment Banking, Insurance and Wealth Management sector for many years. We understand the requirements of organisations, big and small, working in an FCA regulated environment. We have provided corporate training and apprenticeships for school leavers, graduates, specialists, and managers.

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Future facing

Our programmes and support tools are developed with market leading employers. We understand the current and future needs of the industry and how to equip individuals to be ready for change.

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Holistic learning experience

Our programmes provide a varied learning experience to give learners the knowledge they need and to ensure they meet the latest standards of the industry and organisation. Providing a fully flexible experience and will meet the requirements of a range of learning styles.

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Expert teaching

The technical element of our apprenticeships which provide a professional accreditation will be taught by a Kaplan tutor or a tutor from one of our specialist partners. The apprentice will have access to an online portal for materials, journals and access to tutor support. The Talent Coaches are industry experts and are the best placed people to guide our apprentices to end point assessment success.

Support for employers:
  • Direct point of contact for all employer enquiries
  • Recruitment service to help you hire an apprentice for a new vacancy
  • Transparency throughout the application and onboarding process for your learners
  • Talent Coach and Academic Support to keep your learners on track
  • Accurate, timely and accessible tracking for each learner
  • Line Manager visibility of your learner’s portfolio dashboards
Support for learners:
  • Academic support via online learning platform
  • Regular 1:1 contact and progress reviews with a named, industry experienced talent coach to keep them on track, review their portfolio and get them fully prepared for their End Point Assessment
  • Access to all online learning, tracking progress, capturing off-the-job activity and hours, managing and capturing progress reviews, uploading evidence, and communicating with Talent Coaches
  • Student Service support available 362 days a year

20+ years

We're a leading apprenticeship specialist with 20+ years' experience

Expert tutors

Qualified, expert tutors train over 10,000 apprenticeships each year

Highly rated

Rated 8 out of the top 50 apprenticeship providers on Rate My Apprenticeship

Upskill your staff

We can work together to upskill your existing staff. Get in touch to find out how we can help.

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Start your career

Apply for one of our apprentice jobs today.

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