Financial Services Customer Practitioner

Level 3 Apprenticeship
Senior Financial Services Customer Adviser

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Who is this programme for?

In an increasingly competitive and digital world working in frontline customer engagement is rapidly becoming more challenging and business critical. Those working in branches, by phone, online or in support centres need to have a deep understanding of financial products whilst recognising regulatory requirements, such as Consumer Duty. This programme will help kick start a career for those aspiring to enter Financial Services, it refines behaviours and enables the skills and knowledge that will open up a wide range of career paths. Perfect for people working in the following roles:

  • Customer Service Associate
  • Call Centre Handler
  • Customer Contact Officer
  • Customer Support Adviser

How does Davies deliver?

Our programme is built around a professional apprenticeship. The learning is wrapped around and incorporates daily work, this is supplemented by ‘off the job’ development, which on average accounts for 6 hours per week (completed within paid time). Access to all of our training content is via our digital platforms enabling 100% remote delivery. This incorporates:

  • Virtual classroom learning & workshops
  • Online learning (accessed via PC or mobile)
  • 121 coaching & support from industry practitioners
  • Professional Qualification Support

What does the programme cover?

This programme will develop Knowledge, Skills, and Behaviours and will provide people with the awareness and capabilities required to accelerate their career in Customer Services.


Industry & company understanding | Regulatory, legal and compliance | Products & services | Systems & Processes


Customer relationship management | Delivering results | Teamwork | Communicating & Influencing | Problem Solving | Continuous Improvement


Personal development | Honesty & Integrity | Flexibility | Resiliance

Programme details

Level 3 Apprenticeship

Professional qualifications
CBI Professional and Responsible Banking in a Digital Age
CII Cert in Financial Services

Duration: 15 Months
Funding Band: £8,000

Entry Requirements
  • To have the right to work in the UK
  • To have lived in the UK/EEA continuously for the past three years
  • At least a grade 4/C GCSE (or equivalent) in Maths and English
  • To have passed the Davies aptitude test
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