Customer Service Team Leader
Rentokil Initial, Australia

ABOUT THE COMPANY

At Rentokil Initial, we are proud to be the global expert in pest, hygiene and indoor plant care. What sets us apart is our people. We are a friendly and supportive team driven by a passion to help protect people, enhance lives and preserve our planet, every day.

Rentokil Initial (the world’s largest pest control company) has an exciting position available for a Customer Service Team Leader to join our vibrant, passionate, fast paced team in Byron Bay.

ABOUT THE ROLE

The successful candidate will bring a strong customer centric mindset while communicating with both internal and external stakeholders to build better relationships and deliver a more collaborative outcome. They will be expected to use the systems in place to deliver a more customer focused approach to our customers.

The key responsibilities for this position are to:

• Supervising, leading and developing the customer service teams
• Complete training with all staff on all technical issues, systems and processes
• Delegate enquiries and proactively resolve client issues efficiently to the satisfaction of the customer
• Provide training on monitoring Service Technician's productivity
• Effectively manage and train Service Technicians to plan their work to receive optimum productivity
• Identify and follow up customer complaints and manage client contracts which are in jeopardy in a timely manner
• Collect relevant data from quality assurance customer calls, monitor trends, identify solutions and drive forward improvements
• Handling all paperwork and administration related to servicing activities
• Provide reports on call statistics, production, monthly statistics and internal sales/conversions
• Analysis of monthly customer service reports and KPI's to ensure the team are reaching their targets;
• Analyse working procedures and seek to improve systems and service

The ideal candidate must possess:

• Previous experience managing a team
• Background in customer service
• Proven success managing a team's customer service metrics
• Exceptional written and verbal communication skills
• Advanced Microsoft Office skills
• Ability to problem solve in a fast paced , highly pressurised environment
• Natural ability to build strong rapport with team members, branch contacts, field technicians and external customers

As part of the recruitment process, you will be required to complete the pre-employment medical, police and reference checks.

The safety and wellbeing of our colleagues, our customers and our communities are priorities for us, and given that most of our roles are customer facing roles, we insist on full vaccination (including booster) by all our colleagues against COVID-19.

If you are looking for the opportunity to advance your career in a customer focussed management role at a global company this is the role for you! APPLY NOW!

Job Rewards and Benefits