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Financial services customer adviser

  • Hours

    Variable

  • Starting salary

    £12,000 + per year

Financial services customer advisers work in contact centres for high street and online banks. They also work in credit, insurance and investment companies. If you are interested in financial products and want to be part of a team, this could be an ideal job for you.

To become an adviser, you will need to have good computer and number skills. You will need to have a positive attitude and good customer service skills. You will also need to have the ability to work to targets and deadlines.

You do not always need formal qualifications to work in a contact centre. Most employers will usually ask for a good standard of general education.



The work

As a financial services customer adviser you would deal with enquiries by telephone, e-mail, online and through other digital means. Depending on your role, your duties could range from providing straightforward information to dealing with complex complaints, and would include:

  • using computerised systems to access customer information and update account details
  • processing payments and withdrawals
  • answering customers' questions
  • keeping accurate records
  • promoting financial products and services
  • ensuring compliance at all times with legal and regulation guidelines
  • handling complaints or referring them to a supervisor
  • referring customers to people that are qualified to sell regulated financial products.

With experience and appropriate qualifications, you could specialise in giving mortgage and other financial advice. You may also progress to supervising a team of staff.

Financial services customer advisers are also known as sales advisers and contact centre agents.


Hours

Contact centres are often open late into the evening and operate six or seven days a week, so evening and weekend shift work is common. Part-time hours and temporary contracts are widely available.

You would usually work in a large open-plan office, at a work station with a computer and a headset.


Income

Starting salaries can be between £12,000 and £18,000 a year, plus commission.

This could rise to £30,000 or more a year with experience, and supervisory and managerial duties.

An operational contact centre manager may earn up to £40,000 a year.

Other benefits can include profit-related bonuses and subsidised mortgages, loans, pensions, shares and insurance.

Figures are intended as a guideline only.


Entry requirements

You do not always need formal qualifications to work in a contact centre, however employers will usually ask for a good standard of general education. It may help you if you have several GCSEs, including English and maths, or equivalent. It could also be useful to you if you have computer skills and experience of customer service, cash handling or office work.

Employers look for personal qualities such as confidence and a good telephone manner, and job interviews may involve a practical telephone and keyboard test.

Though not essential, a further education course that may help you is the Diploma in Business, Administration and Finance, which provides a good foundation for working in financial services. Other introductory further education courses that may be relevant include:

  • City & Guilds (4423) Level 1 Certificate of Introduction to the Contact Centre Industry
  • City & Guilds (4422) Level 2 and Level 3 Certificate in Contact Centre Skills
  • City & Guilds (4411) Level 1 Awards and Certificates for Introduction to Customer Service
  • BTEC Level 1 Award in Customer Service or Level 2 Certificate in Customer Contact.

You may be able to start this work through an Apprenticeship scheme. You will need to check which schemes are available in your area. For more information, visit the Apprenticeships website.


Training and development

You will be trained on the job when you start work. Your in-house training will usually include customer service and telephone skills, product knowledge, company procedures and regulatory guidelines for selling products and advising customers.

You will often get the chance to gain work-based qualifications, such as:

  • NVQ Levels 1 and 2 Certificate in Contact Centre Operations
  • NVQ Levels 1 and 2 Certificate in Customer Service
  • City & Guilds NVQ Levels 2 and 3 in Retail Financial Services
  • ifs School of Finance Level 3 Certificate in Regulated Customer Care (CeRCC)
  • Chartered Insurance Institute (CII) Level 3 Certificate in Financial Administration
  • Chartered Institute for Securities & Investment (CISI) Level 3 Investment Operations Certificate (IOC) - relevant for investment contact centre advisers.

You may need to take further specialist training and qualifications to progress into certain areas such as mortgage advice.

You will have continuous training for new financial products and procedures throughout your career. With experience, you could progress to supervisor or manager roles. You could also work towards Contact Centre Professionals NVQ Certificates or Diplomas at Levels 3 and 4, or a more advanced professional qualification with the Institute of Financial Services (ifs) School of Finance; the Chartered Insurance Institute (CII); or the Chartered Institute for Securities & Investment (CISI). See the following websites for more information:


Skills and knowledge

To become a financial services customer adviser, you will need to have:

  • excellent communication and listening skills
  • a positive attitude
  • good customer service skills
  • teamworking skills
  • the ability to work well under pressure
  • a willingness to work to targets and deadlines
  • a patient and professional manner
  • accuracy and attention to detail
  • good computer keyboard and numeracy skills.

More information

Financial Skills Partnership (Opens new window)
51 Gresham Street
London
EC2V 7HQ
Tel: 0845 257 3772
www.directions.org.uk

Institute of Financial Services (Opens new window)
ifs House
4-9 Burgate Lane
Canterbury
Kent
CT1 2XJ
Tel: 01227 818609
www.ifslearning.ac.uk

e-skills UK (Opens new window)
1 Castle Lane
London
SW1E 6DR
0207 963 8920
www.e-skills.com

Chartered Insurance Institute (Opens new window)
42-48 High Road
South Woodford
London
E18 2JP
Tel: 020 8989 8464
www.discoverrisk.co.uk
www.cii.co.uk


Opportunities

There are opportunities nation-wide. You could work for a retail bank/building society, insurance company, investment firm, financial advice firm, mortgage or insurance broker, or credit and leasing firm. Jobs are advertised in the local press, through recruitment agencies and on employers' own websites.

With further training and appropriate qualifications, you could specialise in mortgage advice, pensions work or financial advice. With experience, you could progress into supervisory jobs.

Another option is to move into retail (face-to-face) banking, or into contact centre work for other types of industry.

Job profiles are based on the latest information supplied to us by industry bodies, such as Sector Skills Councils. Please be aware that with the introduction of the Qualifications and Credit Framework (Opens in a new window) there has been, and will continue to be, changes to vocational qualifications. For more information, please check with industry bodies directly.

We do not accept responsibility for the content of external sites.


Related industry information

Industry summary

The financial services industry is represented by the Financial Skills Partnership (FSP) which includes the following activities:

  • Banking – for individuals and businesses to manage their money, access loans, buy property, exchange currencies and many other activities. It is organised into three core categories: Retail; Corporate; and Wholesale banking.
  • Investments – managing and growing the wealth of individuals and organisations
  • Insurance – covers a huge variety of risks, from cars and houses to ships, planes and satellites.
  • Financial Advice – about working with people to plan their financial goals, based on their current situation and looking at the best ways they can achieve their financial objectives, such as helping someone to choose a mortgage, invest their savings or plan for their retirement.

Almost 1.2 million staff in 34,000 workplaces constitute the UK’s financial services sector, from online car insurers to retail banking giants, and from self‐employed independent financial advisers (IFAs) to global investment banks. Operating under a regulatory framework unique to the UK, the sector facilitates the allocation of capital, promotes confidence and continuity in life and business by managing risk and maintains the transaction systems that the rest of the economy relies on to conduct its business.

Key facts:

  • 47% of firms employ 250 people.
  • Employment is dominated by a handful of large employers, most notably the high street retail banks, e.g. Barclays, HSBC.
  • 29 % of the financial services workforce is employed in administrative or secretarial roles.
  • About a quarter of the workforce is in associate professional and technical roles.
  • Managerial roles, including owners in private companies and the self‐employed, account for 37% of the workforce.
  • Employment growth in UK financial services has been weak when compared with other countries, notably the US
  • Recently, there have been notable declines in employment numbers because of the recession
  • Staff turnover has declined, as fewer vacancies and concerns about the recession may be deterring people from changing jobs

Jobs in the industry range from:

  • Insurance – underwriting, broking, customer services, sales, risk management, compliance, training, actuarial and administrative roles
  • Investments – asset management (sometimes called fund management), product development, product management, investment analysis, relationship management
  • Banking – retail banking (customer services, customer advice, financial advice, foreign exchange and branch management); corporate banking (corporate advice, relationship management, small business management and corporate management); and wholesale banking (mergers and acquisitions, research, sales and trading, and corporate finance)
  • Financial advice – mortgage adviser, independent financial adviser, compliance practitioner, pensions adviser

National and regional data

East Midlands – retail banking dominates financial services employment in the East Midlands. Women make up 53% of the workforce and 51% of workers are aged 35‐59. Full‐time employees account for 73% of the workforce and the average salary is £29,383.

East of England – insurance and insurance broking make up the most important parts of the financial service economy in this region, with Norwich a main centre. The region employs 12% of the country’s financial services workforce, with the majority, 88%, full‐time. Men make up 56% of employees, with 57% of workers aged 35‐59. Average earnings are £34,433.

London – this is the major centre of the UK’s financial services industry, centering on the City and Canary Wharf. Wholesale banking and insurance, investments and exchange markets are all well represented here. Almost of quarter of the workforce; 24% is based in London. Men make up 66% of the workforce and most jobs are full‐time, 94%. The majority of employees; 49% are aged 20‐34 and the average salary is £86,779 although this is heavily skewed by the number of high‐earning posts in the City. For most, the average is much lower.

North East – insurance broking and banking are the most important financial services in the region, with Newcastle the main centre of activity. Around 3% of the UK workforce is based in the region. Women form 66% of the workforce and 63% of workers are full‐time. Employees aged 34‐59 make up the largest share of the workforce at 52%, and the average salary is £27,219.

North West – Manchester is the biggest centre in the region but Chester, Macclesfield and Stockport are important clusters. Banking and general insurance form the bulk of businesses. The region employs 9% of the UK’s financial services workforce, with women making up 56% of employees, and most jobs are full‐time, 80%. Workers aged 34‐59 form the largest section of the workforce at 57%. The average salary in the region is £28,416.

South East – the region is second only to London in size, taking up 15% of the workforce. The gender split between men and women is fairly even at 54% and 46%, respectively, and 60% of all employees are aged 34‐59. Most people are employed full‐time, 84% and the average earnings are £37,298.

South West – The main centres for financial services in this region are Bristol, Bournemouth, Gloucester and Swindon. The sector here makes up 7% of the UK’s sector total. Women form 59% of the workforce and the majority of jobs are full‐time, 75%. People aged 34‐59 form the largest share of the workforce. Average salary for the sector is £34,910.

West Midlands – the region employs around 6% of the UK’s workforce, with the majority centred on Birmingham. Banking, general insurance and credit are the most important sub‐sectors here. Men make up 52% of employees, with 72% of jobs overall being full‐time. Workers aged 34‐59 are in the majority at 52%. The average salary is £29,014.

Yorkshire and the Humber – the emphasis across the region is on retail banking and makes up 7% of the country’s workforce. There are slightly more women than men working in the sector at 51%, and 81% of jobs are full‐time. Once again, the 34‐59 age range is most common among employees, accounting for 51%. Average earnings are £27,481.

Scotland – financial services in Scotland range from retail banking to pensions and car insurance, with centres of activity in and around Edinburgh, Glasgow and Dunfermline. Over 2,100 companies are directly involved in the industry, providing 7% of the UK’s financial services workforce. The most common age range of employees is 34‐59, and most people work full‐time, 81%. The average salary for the sector as a whole is £35,016.


Career paths


Further sources


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