Delivery is flexible to suit the individual apprentice and their employer. The apprentice will have a minimum of one tutorial per month either in person in the workplace or remotely via an online meeting. Group sessions may be available on some programmes.

• Level 2 Functional Skills must be achieved prior to end point assessment (this content will be blended into the apprentice's study programme if it is required).
• Apprentices must be employed in order to study for this qualification. Please see our Apprenticeship vacancies.
• The apprentice must be at least 16 years of age.

• Industry and company understanding:
  • Understands the role banking plays in financial services and the business they work in.
  • Knows 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, for example, data protection, training and 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.
  • Understands 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.
  • Can identify 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.
• Delivering results: 
  • Uses company systems and processes to deliver services to customers.
  • Takes the initiative to meet agreed individual and team performance measures in line with company policy, values, standards and regulatory requirements.
  • Plans and organises their work to meet commitments and performance measures.
• Teamwork: 
  • Consistently supports colleagues and collaborates to achieve results.
  • Builds and maintains strong working relationships with own team and other parts of the organisation they deal with.
  • Aware of their own role within the team and their impact on others.
• Communication: 
  • Deals effectively with customers and colleagues.
  • Shows good interpersonal skills and the ability to communicate well through a range of media such as over the phone, face-to-face, email and social media.
  • Avoids jargon and uses the correct technical terms where appropriate.
  • Listens well to understand customer needs.
  • Can adapt their style to their audience.
• Problem solving: 
  • Works to deliver the best customer outcome, in line with company policy, regulation and best practice.
  • Escalates as appropriate.

• Continuous improvement:
  • Identifies opportunities to improve performance and service and acts on them within the authority of their role.
  • Successfully implements changes that are required.
• Personal development:
  • Seeks feedback and acts on it to improve their performance.
  • Builds their own capability through ownership of their own development and working with their manager.
  • Keeps up to date with relevant changes.
• Honesty and integrity:
  • Truthful, sincere and trustworthy in their actions.
  • Shows integrity by doing the right thing.
  • Maintains appropriate confidentiality at all times.
• Flexibility:
  • Adapts positively to changing work priorities and patterns when new tasks need to be done or requirements change.
• Resilience:
  • Displays energy and enthusiasm in the way they go about their role, dealing positively with setbacks when they occurs.
  • Remains positive under pressure.

This apprenticeship does not feature any external qualifications.

• Portfolio
• Professional discussion