Learning & Skill Consultant Review
at TSB Bank
Higher Level Apprenticeship
Retail Banking
Norwich
Review Submitted: April 2026
Overall Rating
4.5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4.5/5
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Overview of Role
5/5
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Skills Development
4.4/5
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Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
As a Money Confidence Expert, I support customers with their day-to-day banking needs, helping them build confidence in managing their finances. This includes identifying customer needs, providing suitable products or guidance, and ensuring good outcomes. I handle a range of queries, manage conversations effectively, and focus on delivering a positive customer experience while meeting performance and regulatory standards
To what extent do you enjoy your programme?
4/5
I am enjoying the programme and find it highly relevant to my role. The content is engaging and practical, though balancing study with full-time work can sometimes be challenging.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Yes, I have developed both new and existing skills through the programme. I have gained a stronger understanding of mortgage regulations, lending criteria, and financial products through CeMAP study. I have also improved my analytical skills, attention to detail, and ability to apply regulatory knowledge in practical scenarios. This has complemented my role as a Money Confidence Expert, particularly in customer communication and explaining financial information clearly.
Structure and Support
How well organised/structured is your programme?
4/5
The programme is well structured with clear progression through the modules and relevant content aligned to industry requirements. It is easy to follow, though it requires good personal organisation to balance with full-time work, which initially struggled with, improved and balanced as the programme progressed.
How much support do you receive from your employer?
4/5
I receive good support from my employer, particularly in terms of encouragement and the relevance of the programme to my role. While the study itself is self-directed, the organisation supports my development and application of learning within my current position.
How much support do you receive from your training provider when working towards your qualifications?
5/5
The training provider offers strong support through well-structured learning materials, practice questions, and clear guidance on the syllabus. While the programme is largely self-directed, support is available when needed and has been responsive and helpful. I have also experienced understanding and support from the provider during some personal circumstances, which has been appreciated and allowed me to continue progressing with my studies.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The qualification is highly relevant to my role and has significantly improved my understanding of mortgage and financial products, as well as regulatory requirements. It has helped me communicate more confidently and accurately with customers and strengthened my ability to support them effectively. This is particularly valuable as I am currently on secondment as a Mortgage Coordinator and am looking to progress into a mortgage advising role. The learning directly supports my development towards this career path.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
4/5
Yes, there are a range of extra-curricular and development opportunities within the organisation. I have participated in internal discussion sessions such as a Black Lives Matter Tea Talk, attended informal colleague meet-ups, and actively engage in mentoring with my mortgage advisor mentor. I also book and attend observations of customer appointments to further develop my understanding of the mortgage process. These activities have been highly valuable in supporting my learning and professional development.
Recommendations & Advice
Would you recommend TSB Bank to a friend?
Yes
Why?
Yes. I would recommend TSB as a place to work. I have been with the organisation for just over a year and have found it to be a supportive environment with strong development opportunities. This has included my current secondment as a Mortgage Coordinator, mentoring with a mortgage advisor, and support with my CeMAP studies. I have also had opportunities to take part in internal initiatives and colleague networks, which has helped me build relationships across the business. Overall, my experience so far has been very positive in terms of learning, support, and professional development.
What tips or advice would you give to others applying to TSB Bank?
I would advise others applying to TSB to show a genuine interest in customer service and how they can make a positive difference to customers’ financial wellbeing. It is also important to demonstrate adaptability and a willingness to learn, as the role involves ongoing development and working within a regulated environment. From my experience, being open to opportunities such as training, mentoring, and wider development initiatives can really help you progress and get the most out of the organisation.
