Apprentice Customer Service Practitioner – Rochester

51.38800000000001, 0.5067209999999704

Location: Rochester, Kent

Job Type: Apprentice

Salary: £14,625 per annum

Hours: 5.6 weeks annual leave, Childcare Vouchers, Pension and Life Assurance | Monday-Friday, 37.5 hrs per week, 0900-1730 hrs | 12 month fixed term contract

Reference: 66

Join our Team

An exciting opportunity for an Apprentice Customer Service Practitioner based in our Head Office


We have a vacancy for an Apprentice Customer Service Practitioner within our Head Office. All roles are subject vetting to a 5-year checkable history. This is a level 2 Apprenticeship.

This is a 12-month fixed term contract with a commitment to undertake an apprenticeship as a Customer Service Practitioner. Apprentices must achieve one qualification. Completion of the apprenticeship would lead to eligibility to join the Institute of Customer Service as an Individual member at Professional level.

We particularly welcome female applicants and offer family friendly benefits and working arrangements, and those from an ethnic minority, to ensure these roles are fully represented – Ward Security – Winning with Equality.

What is the role?

Apprentice Customer Service Practitioner – 12 months. All roles are subject vetting to a 5-year checkable history.

Where is it based?

In our Administration Centre based in Rochester, Kent.

What is the Package?

£14,625 per annum

5.6 weeks annual leave, Childcare Vouchers, Pension and Life Assurance

Working in partnership with perkbox offering all employees a range of benefits ranging from retailer discounts, cinema tickets, wellness and gym membership and many other fantastic benefits for you to enjoy. *available after 6 months service

Working Pattern:

Monday-Friday, 37.5 hrs per week, 0900-1730 hrs

Who are we?

Ward Security provides a security services solutions to all UK businesses. Security services include: CCTV security systems, property management, guard dog security, key holding services, security guard patrol services, response alarm systems and more.

With over 800 employees operating nationally we

Ward Security recruit, train and reward the very best staff, complemented by the latest technology and communications to ensure the highest levels of security and Client service.

Sounds like the role for me, how do I apply?

We will need a current CV to review and for you to apply using our online application form. Please commence your application online by clicking the link below and upload a current CV or send your CV quoting the job reference number to Your application can only be progressed once you have commenced an online application and have a Unique Applicant Reference Number.

To apply for this role CLICK HERE to be taken to our online application form.

Read about us @

What is the main purpose of the role?

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

What experience and skills do I need?


Knowing your customers:

  • Understand who customers are.
  • Understand the difference between internal and external customers.
  • Understand the different needs and priorities of your customers and the best way to manage their expectations, recognising and knowing how to adapt style to be highly effective.

Understanding the organisation:

  • Know the purpose of the business and what ‘brand promise’ means.
  • Know your organisation’s core values and how they link to the service culture.
  • Know the internal policies and procedures, including any complaints processes and digital media policies that are relevant to you and your organisation.
  • Meeting regulations and legislation
  • Know the appropriate legislation and regulatory requirements that affect your business.
  • Know your responsibility in relation to this and how to apply it when delivering service.
  • Systems and resources
  • Know how to use systems, equipment and technology to meet the needs of your customers.
  • Understand types of measurement and evaluation tools available to monitor customer service levels.

Your role and responsibility:

  • Understand your role and responsibility within your organisation and the impact of your actions on others.
  • Know the targets and goals you need to deliver against.

Customer experience:

  • Understand how establishing the facts enable you to create a customer focused experience and appropriate response.
  • Understand how to build trust with a customer and why this is important.
  • Product and service knowledge
  • Understand the products or services that are available from your organisation and keep up-to-date.


Interpersonal skills:

  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.


Depending on your job role and work environment:

  • Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

Influencing skills

  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

Personal organisation

  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Dealing with customer conflict and challenge

  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Behaviours / Attitude

Developing self

  • Take ownership for keeping your service knowledge and skills up-to-date.
  • Consider personal goals and propose development that would help achieve them.
  • Being open to feedback
  • Act on and seek feedback from others to develop or maintain personal service skills and knowledge.

Team working

  • Frequently and consistently communicate and work with others in the interest of helping customers efficiently
  • Share personal learning and case studies with others, presenting recommendations, and improvement to support good practice.

Equality – treating all customers as individuals

  • Treat customers as individuals to provide a personalised customer service experience.
  • Uphold the organisations core values and service culture through your actions.

Presentation – dress code, professional language

  • Demonstrate personal pride in the job through appropriate dress and positive and confident language.

“Right first time”

  • Use communication behaviours that establish clearly what each customer requires and manage their expectations.
  • Take ownership from the first contact and then take responsibility for fulfilling your promise.

Ward Security are an Equal Opportunities Employer.

Ward Security is pleased to announce that it has become a Recognised Service Provider working alongside the Living Wage Foundation. The achievements means Ward Security and all its subsidiaries meet the standards set by Citizens UK and Centre for Civil Society for good practice by providers of personnel under contract.