Be the First Point of Contact Customers Can Trust

Why Choose This Apprenticeship?

Become the face and voice of a business, delivering high-quality customer service that directly impacts safety, security, and customer satisfaction. As a Customer Service Practitioner, you’ll handle enquiries, solve problems, and provide essential support – whether over the phone, face-to-face, or online. In the fire and security industry, your role is critical in ensuring smooth operations and maintaining customer trust in essential safety services.

This Apprenticeship is Ideal for Roles In:

💬 Webchat & Online Support
🚨 Monitoring & Alarm Receiving Centres
🛠️ Technical Support & Service Teams
🧯 Fire & Security Customer Care Teams

What You’ll Learn:

• Deliver outstanding customer service across phone, email, social media, and face-to-face interactions
• Handle enquiries, resolve issues, and manage customer expectations
• Understand key regulations and compliance in the fire and security sector
• Use specialist systems and software for customer management and scheduling
• Develop problem-solving, conflict resolution, and time management skills
• Build trust and loyalty by delivering a positive customer experience

Training Structure:

The apprenticeship typically lasts 1 year, followed by an End-Point Assessment (EPA). Learning will be delivered via a blended model of online group sessions, self guided study and online 1:1 with the tutor.

Career Pathways:

On completion, apprentices can progress into roles such as:

👩‍💼 Customer Service Advisor
🛠️ Technical Support Specialist
📊 Scheduling & Operations Coordinator
💬 Customer Service Specialist (Level 3)

End-Point Assessment (EPA):

To successfully complete the apprenticeship, apprentices will:

✅ Complete a Knowledge Test
✅ Participate in a Professional Discussion
✅ Undertake a Practical Observation in the Workplace

In an industry where safety and rapid response are critical, skilled customer service professionals are essential. Your role will help protect people, property, and businesses.