Financial Services Customer Adviser

Our Financial Services Customer Adviser apprenticeship provides an entry route into the Insurance sector. This apprenticeship supports a number of front line roles that deal with customers on a range of relatively straightforward transactions within a detailed regulatory and risk framework.Typical activities could include; dealing face to face with customer enquiries in branches, helping them use new digital services, dealing with enquiries by phone, email or post, administering customer accounts, resolving relatively straightforward problems and complaints, proactively contacting customers, identifying sales opportunities and making referrals. 
This apprenticeship is ideal for those who are interested in Insurance and are looking to make the first step in their career.

Candidates with no insurance experience, looking to start a career in the industry.


15 Months

Any apprenticeship costs are covered by the employer and/or Government. Further information on costs for this apprenticeship can be found here.

Entry Requirements

Features and Benefits​​

As a Skills Edge student you will benefit from: 

Regular one to one support sessions

Includes the CII study books and exam entries​​​

Fortnightly workshops for each CII exam​​

All workshops recorded and available on-demand ​​

Exam tips, tricks, and strategies

Interactive chat, forums and class notebooks for real time support and assistance from experienced and qualified insurance professionals ​

Free CII membership for non-members through the CII Aspire Apprenticeship Programme

Monthly workshops to develop the relevant knowledge and skillset of a Financial Services Customer Adviser

Course Structure Overview​

Key Learning Outcomes

Industry and company understanding

Understands the role banking plays in Financial Services, the business they work in, the company ‘Values’, professional standards and where their role fits in the business. 

Regulatory, Legal and Compliance

Broad understanding of the Financial Services legal and regulatory framework, together with how this applies to their role. Understands specific compliance and risk requirements that apply to their role e.g. Data Protection, Training & Competence, Fraud Prevention, Conduct Risk, Complaints, Information vs Advice.

Products and Services

Overview of the products and services offered to customers by their company, together with a broad understanding of the products and services that they support in their role.

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 interact with the wider organisation where applicable. 

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. 


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.

Full information on all outcomes for this course can be found on the Institute for Apprenticeships & Technical Education website. 

Qualifications ​​

As part of this apprenticeship, apprentices will achieve the CII Award in Insurance

This is achieved by completing one of the following:
PL1 Award in Motor Insurance
PL2 Award in Travel Insurance
PL3 Award in Home Insurance
PL4 Award in Pet Insurance

End Point Assessment:

The End-Point-Assessment (EPA) is conducted by an independent organisation, who will assess the Apprentice’s knowledge, skills and behaviours through the following methods:


A Portfolio of Evidence from the final months of the apprenticeship which contains a range of types of evidence demonstrating that the apprentice has met the requirements of the Standard.

Professional Discussion

A Professional Discussion that focuses on the softer skills of the Standard, exploring what has been produced in the portfolio, how it has been produced and how well they are performing in their role

The Apprentice is awarded an overall grade for their apprenticeship based on their EPA, of Fail, Pass, or Distinction.

Level 2 Financial Services Customer Adviser Journey

Career Progression: Insurance Practitioner 3

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