Customer Service Manager

At Rentokil Initial, we are proud to be the global expert in pest, hygiene, and indoor plant care. We operate three market-leading brands: Rentokil Pest Control, Initial Hygiene, and Ambius Indoor Plants.

What sets us apart is our people. We are a friendly and supportive team driven by a passion to Protect People, Enhance Lives, and Preserve our Planet. From multi-national corporations to local restaurants and family homes, over two million customers rely on us to get the job done quickly and effectively.

The Role

We are looking for an energetic, results-driven Customer Service Manager to lead our customer facing team. In this role, you won't just be managing tasks; you will be empowering your team to deliver a consistent "WOW" experience to every client.

The role is based in Acacia Ridge with some days in the Brendale Office.

You will act as a bridge between our internal service delivery teams and our external stakeholders, ensuring that our customer service levels remain world-class while driving growth through retention and sales opportunities.

Key Responsibilities

• Leadership & Mentorship: Supervise, lead, and develop the customer service team, including offshore team members.
• Operational Excellence: Construct and deliver individual and team KPIs, ensuring the team's performance management processes are strictly followed.
• Data Driven Strategy: Analyse customer service data and branch stats to identify trends, improve productivity, and maintain exceptional service levels.
• Stakeholder Management: Collaborate cross-functionally with Planning, Operations, and Sales teams to ensure customer needs are met and service efficiency is optimised. Proactively engage with internal stakeholders to monitor and ensure Service Delivery KPIs are achieved.
• Complaint Resolution: Oversee all customer feedback and escalations, ensuring "customer in jeopardy" procedures are followed to resolve issues with speed and professionalism.
• Growth Focus: Lead and manage the internal sales function to drive sales growth, activity levels, and conversion performance in line with KPIs.
• Continuous Improvement: Support and encourage a culture of continuous improvement, leveraging new tools and technologies to streamline workflows.

Requirements

• Experience: 2+ years of experience in a similar services-based Customer Service Manager or Team Leader role.
• Communication: Outstanding verbal and written communication skills with a professional demeanor and "stellar" phone etiquette.
• Conflict Resolution: Proven ability to work calmly under pressure and handle complex dispute resolutions.
• Technical Literacy: Proficient in multiple database systems, Microsoft Office/Google Workspace, and CRM software.
• Mindset: A customer-centric mindset with a "lead by example" approach. You must be comfortable working in a fast-paced environment where no two days are the same.
• Compliance: Ability to pass a pre-employment medical, drug and alcohol screen, and background checks.