Financial Services Customer Care

National Occupational Standards for Financial Services Customer Care

These National Occupational Standards consist of two units focusing on providing callers with specialised assistance, and dealing with customers by telephone in a financial services environment. Other relevant National Occupational Standards are also ‘signposted'.


Background information

These National Occupational Standards for Financial Services Customer Care supersede the version which had previously been approved in 2006.

This updated suite contains competence requirements for people working in any type of financial services organisation whose work involves them directly with customers, either face to face or by telephone or by correspondence, including email.

Other customer service standards, which may also be suitable for the industry, are signposted within the suite document.


The National Occupational Standards

The project to develop these National Occupational Standards was launched in July 2008, and they were approved for publication by the qualification regulators in September 2009.

This work formed part of an extensive review of the suites of National Occupational Standards under Retail Financial Services, as part of an ongoing programme to ensure that they remain up-to-date and fit for purpose.

The previous National Occupational Standards were last reviewed in 2005, and the new versions feature expanded coverage.

The National Occupational Standards for Financial Services Customer Care can be downloaded here:



The units can also be downloaded individually from the NOS Directory, at


Further information

For further information about these NOS, please contact the NOS team by emailing [email protected] or by calling 0845 618 2379.


Your feedback

We welcome feedback on the National Occupational Standards which we have produced. If you would like to comment on the NOS for Financial Services Customer Care, please complete and return the feedback form (which can be downloaded below) to [email protected].






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