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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.

Throughout the apprenticeship, learners will be stretched and challenged to develop 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. Apprentices will also have the option to achieve a qualification from the London Institute of Banking & Finance (LIBF) - the Certificate in Retail and Digital Banking (CertRDB) - alongside their apprenticeship.

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.

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

If you’re seeking to maximise the benefit of time used as part of off-the-job training and develop technical excellence coupled with sector relevant skills that can be directly applied to the role, this apprenticeship might be the right option for you.

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. This apprenticeship is suitable for people typically employed as a Senior Financial Services Customer Adviser, or they could be in a customer-focused, telephony centre, digital banking, or branch network role, but the list isn’t exhaustive.

One of the key things to success is that the job role and Line Manager provide the opportunities, support and relevant work based projects to be able to contextualise and apply the apprentice’s learning back in the workplace, to gain real competency in that area.

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, and perhaps progress onto a specialist apprenticeship like Level 6 Senior compliance and risk specialist , or they could progress onto a Level 6 Financial Services Professional programme.

Regardless of age or prior attainment, anyone can do an Apprenticeship provided they’re learning new skills and are employed in England, in a relevant role. Individuals on this programme must not have an existing Advanced Certificate in ICA or a higher qualification. Kaplan will support you to assess the job role suitability as part of your application.

To do this apprenticeship, employers may specify that candidates have at least a grade 5 GCSE (or equivalent) in Maths and English. If apprentices don’t have this level of Maths and English, Kaplan offers free resources and support to make sure they develop their understanding and application of these subjects by the end of the apprenticeship.

Learners starting their apprenticeship without Level 2 in maths or English will complete a Level 1 Functional Skills qualification.


Level 3


Senior Financial Services Customer Adviser

18 months with Gateway at 15 Months. Duration may vary depending on pathway chosen

Costs / funding band

Free for learners


Certificate in Retail and Digital Banking (CertRDB LIBF)

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About the programme


Workbased learning

Our programmes provide a structured, applied learning route that ensures learning and skills are directly applied to the role and maximises the time used as part of off-the-job training.


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

We have robust processes and reporting in place to ensure you and your line managers have all the insight needed to help your apprentices progress and succeed.


Support for apprentices

Each learner has regular 1:1 contact and progression reviews to keep them on track, review their portfolio, and get them fully prepared for their assessments.

Included in this Apprenticeship

Our Financial Services Customer Adviser apprenticeship integrates modules of technical training with work based experience.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 Live Online classes taught by a subject matter specialist. Each apprentice will also have access to online materials which they will be directed to use. Classes are interactive and discursive, giving apprentices quality time with tutors and sector peers to support the development of their knowledge and skills and bring new perspectives to their thinking.

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.

Self study

Optional Microsoft Specialist Skills

Optional modules covering core Microsoft products, over 100 hours of online tuition supports learners in preparing for Microsoft accreditations. Globally recognised, our tuition and exams available at Associate and Expert levels will equip apprentices with the skills to unlock the potential of Microsoft Office products.

  • Word
  • Excel
  • Powerpoint
Self study

Skills development

To complement the technical training, apprentices will develop sector relevant skills at the right time for their job role.Areas of focus for this apprenticeship 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.

Through discussion with their talent coach and line manager, apprentices will be directed to skills resources at the most optimal point in their programme and depending on the specific needs of their job role. Their talent coach will then support the ongoing development of these skills in the workplace during progress review meetings.

Self study

Microsoft Specialist Skills

Optional modules covering core Microsoft products, over 100 hours of online tuition supports learners in preparing for Microsoft accreditaions. Globally recognised, our tuition and exams available at Associate and Expert levels will equip apprentices with the skills to unlock the potential of Microsoft Office products.

Available in a range of subjects including

  • Word
  • Excel
  • Powerpoint

date_range Timetables

This apprenticeship will be available at set times in the year - please contact us for details of our next start date.

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Why choose Kaplan?

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Leaders in our field

Banking and Finance apprenticeships are developed in partnership with some of the UK’s leading retail banks, insurance, wealth management and investment firms.. We understand the requirements of organisations big and small working in an FCA regulated environment.

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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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Comprehensive learning

Learners attend scheduled classes involving lots of practical discussion and application.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.

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Expert teaching

Our tutors are all subject matter experts, with real world experience, and teach groups of diverse like minded learners from organisations across the UK.

Support for employers:

  • Named client solutions point of contact to support you at every stage
  • Recruitment service to help you hire an apprentice for a new vacancy
  • Transparency throughout the application and onboarding process for your learners
  • Sector expert tutors and talent coaches delivering relevant training and development
  • Learning that is applied to your organisation through work based experience
  • Accurate, timely and accessible tracking for each learner
  • Line Manager visibility of your learner’s portfolio dashboards

Support for learners:

  • Tutor contact via email outside of scheduled classes
  • Regular 1:1 contact and progress reviews with their line manager and a named, industry experienced talent coach to keep them on track, review their portfolio and get them fully prepared for their End Point Assessment.
  • Peer to peer contacts from across the industry as part of a small cohort - creating opportunities to spark new ideas and get new perspectives
  • Apprenticeship ePortfolio to track their progress, capture off-the-job activity and hours, manage and capture progress reviews, upload evidence, as well as communication with their Talent Coach
  • Student Service support available 362 days a year
  • Work based projects and support from a line manager to be able to contextualise and apply their learning back in the workplace

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 4th out of the top 50 apprenticeship providers on Rate My Apprenticeship.

Recruit and upskill

We can work together to help you recruit new staff or to upskill existing staff. Get in touch to find out how we can help.

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