Customer Service for Security Personnel

This level 2 Security Services/Customer Service Specialist apprenticeship is a partnership of qualifications that will give you the knowledge, skills and behaviours in the role of Security Services Personnel in a customer-facing role delivering high-quality security services and customer service to the customers of an organisation. Your core responsibility will be to provide a high-quality service to customers. These may be one-off or routine contacts and include, offering advice, guidance and support, meet-and-greet, sales, fixing problems, aftercare, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in security services. The modules of this course have been tailored to address customer service within security settings.

Duration

It will take a minimum of 13 months, followed by an end-point assessment, taking place soon afterwards. This will be whenever you, your trainer & employer all feel you are ready.

What will I learn?

All apprenticeship standards cover three overall sections, these being Knowledge, Skills and Behaviours. Each of these areas is associated with a specific standard and covers topics that are relevant to that industry and profession. The core topics covered for the Customer Service Level 2 apprenticeship are below followed by the additional CPD qualifications as part of this qualification partnership.

Knowledge

• Knowing your customers and organisation

• Meeting regulations and legislation

• Systems and resources

• Your role and responsibility

• Customer experience

• Product and service knowledge

• Fire safety

Skills

• Self-Awareness and your roles and responsibilities

• Interpersonal skills

• Your customers

• Your organisation

• Legislation

• Systems

• The customer experience

• Products and services

• Communication

• Influencing skills

• Personal organisation and professionalism

  
  

Behaviours

• Developing self

• Being open to feedback

• Team working

• Equality - treating all customers as individuals

• Presentation and dress code

• Professional language

Additional CPD Qualifications in

• Fire Safety

• Protect Duty Awareness

• GDPR

• Equality and Diversity

How it is delivered?

The training is a blended learning delivery model, which takes place in the workplace during working hours, wherever this may be, according to the apprentices’ role.

This consists of:

• 1-to-1 monthly meeting of approx. two hours with a GLP trainer (face-to-face or telephone)

• Online learning courses and/or group sessions

• Building an electronic portfolio of work-related evidence

• Maths and English at Level 1 (if not previously achieved)

• 6 hours a week spent working towards the apprenticeship

• End Point Assessment (EPA) by an external examiner to complete the qualification, consisting of a Professional Discussion and a Project Proposal with a presentation and questioning

Progression and Professional Development

Completion of this apprenticeship will lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.