Rentokil boosts service through apprenticeships
Rentokil is the largest and one of the oldest pest control companies in the world which celebrated its centenary year in 2025.
Their BPCA (British Pest Control Association) certified technicians work up and down the country providing safe and effective pest control solutions to thousands of residential and commercial customers daily.
Rentokil’s reputation was built on innovation, but what really sets them apart is their approach to customer service.
As the market leader in pest control services, at the core of Rentokil’s business is a true understanding of the customer.
The discovery of a pest infestation or pest control problem is a highly emotive issue for customers. Whether in the home or a business premises, pests can be distressing, inconvenient and damaging, and so requires a swift and effective response handled with sensitivity.
Recognition of this is at the core of Rentokil’s customer centric service approach and a robust training and onboarding programme, which equips staff with the skills and competencies to deliver consistently positive customer service interactions, is at the heart of delivering it.
In 2017, following the introduction of the apprenticeship levy, Rentokil realised the opportunity to utilise levy funds to improve the consistency of its customer service training and drive-up service standards even further. The uniqueness of an apprenticeship is such that it puts equal emphasis on technical learning as soft skills that are the foundation of delivering customer service excellence.
Rentokil initially appointed iCQ Awards as their End Point Assessment provider in 2018, and to date over 850 apprentices have successfully completed their apprenticeships, with more than 750 achieving distinctions.
In addition to supporting this crucial final part of an apprentice’s journey, iCQ’s expert advice and guidance has proved invaluable over the years, enabling Rentokil to go further than they ever envisaged with their apprenticeships programme, according to Area Head of Technical Academy Paul Blackhurst.
“The support iCQ provided from the onset was very positive and allowed us to set up our apprenticeship provision as an Employer Provider in a relatively short period of time.
“Since then, iCQ has been like a family to us. They have helped us at every step of the way to understand the world of apprenticeships more and more.
“Working with iCQ enables us to develop and improve our programme, putting the learner and their journey at the centre of it.
“Their iLearner system gives us confidence that our data is submitted in the right way and that we are meeting the funding rules.
“What’s more with iCQ, our ideas are always listened to, and we really value the long-term supplier relationship they have given us.”
Apprenticeships, supported and enabled by iCQ Awards, are delivering lasting value for Rentokil as an employer provider, with over half of their technicians in England trained in customer service or currently working towards their Level 2 Customer Service Practitioner Apprenticeship.
Customer feedback has improved significantly over the period since Rentokil introduced the apprenticeships along with recruitment and retention. With more changes to apprenticeships on the horizon, Rentokil will continue to be supported by iCQ Awards to capture the opportunities presented by greater flexibility.
