Financial Services Customer Advisor Level 3 Apprenticeship

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Your customer facing staff need to be able to confidently recommend relevant financial services products.

They need to be trustworthy, reliable, knowledgeable and compliant with regulations. The Financial Services Customer Advisor Level 3 Apprenticeship will ensure that they achieve this, so that they build trust and improve sales to both individual and business customers.

By participating in this programme, they will develop skills that will allow them to build lasting relationships and provide outstanding customer service.

Who Is It For?

This Financial Services Customer Advisor Level 3 Apprenticeship is for employees in Insurance, Banks and Building Societies with front line roles that deal with customers and require a high level of technical knowledge and skills across a wide range of products.

This may include:

  • Making product recommendations to customers
  • Promoting new digital services and encouraging 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

What Is Covered

This programme focusses on the way organisations operate and the application of management and leadership approaches to improve your impact as a manager. It will lead to improved performance and you will be better at supporting your colleagues and the service you give your customers.

This course can be accredited by the Chartered Management Institute (CMI) and can form part of a programme to help delegates achieve the Level 5 Diploma in Leadership & Management.

Course Content

Workshops 1 & 2: Industry and company understanding

Understands the role their sector plays in Financial Services, the business they work in, the end to end customer experience, the company ‘Values’, professional standards, and where their role fits in the business. Understands the different areas of the organisation they need to work with to deliver for the customer. Understands where their organisation sits in the market and its impact on/ role in the local economy.

Workshops 3 & 4: Regulatory, Legal and Compliance

Broad understanding of the Financial Services legal and regulatory framework, together with how this applies to their role. Sound understanding of relevant risk and compliance requirements e.g. Information vs Advice, Regulated vs non-Regulated products, Escalation procedures, Conduct Risk, Training & Competence, Complaints, Fraud Prevention. Keeps up to date with changes.

Workshops 5 & 6: Products and Services

Broad understanding of the products and services offered to customers by their organisation, together with sound knowledge of the products and services, their features and benefits, relevant to their role. Understands the range of customer channels, their features and benefits.

Workshops 7 & 8: Systems and Processes

Understands the systems, tools and processes used in the role, together with the standards to be met, including IT tools and digital banking solutions provided to customers. Understands how these link with other areas of the business to provide seamless solutions for customers.

Workshops 7 & 8: Exam and EPA Preparation

Preparation for the CII Certificate in Financial Services. This is followed by a preparation workshop for the End Point Assessment.


of our clients would recommend Alpha to a colleague or peer


of a cohort was promoted within 2 years after participating in an Alpha course.


of participants felt more confident in their role, following an Alpha commercial leadership course.

We already had a number of leadership development programmes in place. By working with Alpha Development we brought these together into a single integrated programme which was funded by the apprenticeship levy. This was customised to meet our exact needs and to reflect our culture and values.

Why study with Alpha?

Innovation and creativity born from experience

We are thought leaders in instructional and learning journey design and holistic solution architects. We have extensive finance and investments experience combined with skills application to deliver performance improving results. We develop immersive learning environments that maximize time to productivity, support talent retention and added value to improving quality of hires.

Knowledge Exchange Evangelists

We are focused on mining the embedded organisational intellectual capital for the benefit of the next generation. We create and curate best in class practice gathered from our experience with the leading financial institutions. We design our programmes with the end in mind – what results are you trying to achieve with this intervention? What metrics will we set ourselves to achieve that?

Generation Proof

Quality and innovation, using current market and industry best practices, have made us a trusted partner in delivering dynamic and motivating training for the financial and capital markets. Our programmes are generation proof and responsive to evolving learner needs and styles. Our solutions use a multi-stakeholder engagement strategy that expands beyond relationships between the learner and learning provider. We create connections with managers, peers and the wider business to drive impactful return on investment..

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The team are so friendly and pleasant to work with, everyone is very professional and keen to help us. Building a relationship over the past couple of years helps us to feel like the Alpha team are even more able to understand our needs and provide more proactive solutions.
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