What this role involves?
Typical activities could include, depending on the organisation, understanding customer needs and meeting those needs with the right products and services, e.g. informing them of a type of bank account / credit card / loan / insurance; promoting new digital services to encourage customers to use these channels, proactively calling customers to deepen relationships, resolving tricky complaints, and working with other areas of the organisation to meet customer needs. Products within the scope of this role relate to core banking, savings and insurance. Any mortgage, complex investment or other regulated product opportunities will be referred to specialists.
Length of programme
The length of this apprenticeship is expected to be 16 months. For entry at this level it would typically be 18-24 months, with progression from Level 2 being closer to 12 months.
In month 13 a gateway discussion is held between the apprentice, their line manager and the Capita talent coach to decide whether the apprentice is ready for end point assessment.
End point assessment consists of 2 discrete assessment methods:
- Professional discussion
- Presentation and questioning