The goal of the apprenticeship is to enable you to effectively provide the required financial services relevant to your area of work within a financial services organisation.

What's the qualification?

You'll gain a Certificate for Customer Service in the Financial Services Sector at SCQF Level 6 and a professional qualification relevant to your employment, or a Professional Development Award.

SCQF qualification levels explained

What will I learn?

You'll be expected to achieve some learning outcomes by the end of your apprenticeship. These include:

  • Providing customer service
  • Issuing business documentation
  • Complying with regulations and codes of conduct
  • Providing feedback on business practices to support continuous improvement
  • Building and maintaining effective relationships
  • Working collaboratively with others
  • Identifying and processing customer complaints
  • Using and promoting technology
  • Developing and evaluating meta-skills
  • Providing financial services - general performance requirements
  • Understanding customer service in financial services


What are meta-skills?

Meta-skills are important skills that help you to improve:

  • performance and productivity
  • adaptability
  • resilience 

For apprentices, meta-skills are a critical asset, supporting your ability to:

  •  cope and excel in the face of change
  • solve problems
  • collaborate with others
  • create successful futures


When you complete this apprenticeship at SCQF level 6, it includes the achievement of competence-based and professional qualifications. This opens the door to many opportunities for progression in work and further learning. 

This apprenticeship supports you to develop meta-skills. These help to support high performance, resilience, self-awareness and continuous learning.

Where could it take me?

Straight to a job

Successful apprentices may progress to supervisory or managerial positions, or to more specialist roles such as underwriter or broker within an insurance context.

Further education 

If you would like to continue with further study, the following options are available: 

Scottish Credit and Qualifications Framework (SCQF)

  • CBI Certificate in Complaint Handling SCQF Level 8
  • CBI Professional Banker Diploma SCQF Level 8
  • CBI Certificate and Diploma in Green and Sustainable Finance SCQF Level 8
  • CBI Associate Chartered Banker Diploma SCQF Level 9
  • CBI Advanced Diploma in Banking and Leader Apprenticeship in a Digital Age SCQF Level 10
  • SVQ in Insurance at SCQF Level 8 (GJ2C 24)

Regulated Qualifications Framework (RQF)

  • CII Diploma Level 4 in Insurance
  • CII Advanced Diploma Level 6 in Insurance

Additional CISI modules

Professional registration

This apprenticeship supports professional recognition. That's because it includes learning and skills outcomes from the professional qualifications that are relevant for project management roles. 

Together with your employer and learning provider, you'll work out the professional pathway that's right for you. Your learning provider will guide you on the professional registration process to follow. 

Entry Requirements

The recommended entry requirements for this apprenticeship are:

  • You should be able to demonstrate a high standard of literacy and numeracy.

However, employers can also consider existing workplace skills and experiences, where apprentices are either changing careers or upskilling. Being open to alternative assessment methods and relevant experience, instead of qualifications, can help to broaden the pool of potential applicants.


This Modern Apprenticeship will take between 12-24 months to complete.  

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