Customer Care Manager

Rentokil Initial; Perth; On-site; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Vehicle

Laptop

Phone

Commission bonuses

EAP

Job summary

Rentokil Initial in Perth seeks a Customer Care Manager to safeguard our existing customer base and drive retention. You will manage high-stakes account escalations, resolve issues, and grow revenue through upselling hygiene solutions.

Reporting to the Sales Manager, this role blends account preservation with commercial growth, offering a base salary plus commission and a supportive team environment.

Qualifications

• 3+ years in Customer Retention, Account Management, or Commercial Issue Resolution.
• Identify cross-selling and upselling opportunities to drive revenue.
• Excellent written and verbal negotiation skills.
• Valid Australian Driver’s Licence (essential).

Responsibilities

• Manage high-level account escalations to protect retention and prevent cancellations.
• Monitor retention metrics and maintain accurate records with timely responses.
• Collaborate with operations, sales and management to resolve root-cause issues.
• Identify opportunities to upsell hygiene products and services during interactions.
• Re-engage customers to rebuild trust and retention.

Skills

Customer Retention

Account Management

Commercial Issue Resolution

Job description

Protect, Grow, and Succeed with an Industry Leader

Are you an experienced customer retention specialist or commercially minded account manager who excels at turning around challenging customer situations, building trust, and driving revenue growth?

We are looking for a sharp, proactive Customer Care Manager to join our energised sales team in Perth. Reporting directly to the Sales Manager, you will play a critical role in safeguarding our existing customer base, resolving high-stakes account escalations, and protecting long-term business retention for Initial Hygiene.

This role offers a high-impact blend of account preservation and commercial growth. You will manage critical retention cases, protect existing contracts, and be rewarded financially through upselling hygiene solutions and hitting key retention benchmarks.

What You’ll Be Doing:

• Account Retention & Jeopardy Management: Proactively step in to manage high-level account escalations, turn around at-risk clients, and prevent contract cancellations.
• Retention & Performance Tracking: Monitor retention metrics, maintain accurate records, and consistently meet operational response timeframes.
• Collaborative Escalation Resolution: Work closely with operations, sales, and management to resolve root-cause customer concerns and protect long-term portfolio value.
• Commercial Upselling & Solution Selling: Identify opportunities during account interactions to introduce additional hygiene products and services, directly boosting your commission earnings.
• Customer Relationship Restoration: Re-engage existing clients to rebuild confidence, address underlying barriers to retention, and position Initial Hygiene as an indispensable partner.

What We’re Looking For:

• Proven Track Record: 3+ years experience in Customer Retention, Account Management, or Commercial Issue Resolution (B2B or service industry background highly regarded).
• Commercially Minded: Ability to identify cross-selling and upselling opportunities during account retention conversations to solve customer problems and drive revenue.
• Exceptional Communication: Outstanding written and verbal negotiation skills with the confidence to navigate delicate, high-stakes customer conversations.
• Proactive & Results-Driven: Strong organisation skills, high attention to detail, and the ability to work autonomously to hit retention targets.
• Requirements: Valid Australian Driver’s Licence (essential).

What’s On Offer:

• Tools of Trade: Fully maintained company vehicle (with fuel card), company laptop, and mobile phone.
• Earning Potential: Competitive base salary plus lucrative commission structures for upselling and performance bonuses tied to retention metrics.
• Growth & Career Progression: Structured onboarding, comprehensive training, and real pathways to advance your career within a global business.
• Supportive Culture: Join a collaborative, high-achieving team backed by full Employee Assistance Programs (EAP) for you and your family.

About Rentokil Initial

Rentokil Initial is a FTSE 100 global leader in Pest Control, Hygiene, and Indoor Plantscaping, employing over 66,000 people across 80+ countries. In Australia, our Initial Hygiene brand protects businesses, enhances wellbeing, and delivers essential services every day.

You have probably heard the RENTOKIL name in association with Pest Control, BUT did you know that Rentokil is in fact much bigger than just pest control and is part of the worldwide Rentokil Initial Group, the international business services company paramount in providing hygiene, safety and security solutions.

• washroom hygiene;
• professional pest control;
• easy to use, DIY pest control products for Australian households, rural and industrial markets.

Application Questions:

• What is your expected salary?
• How many years of experience do you have in customer care role
• Which of the following statements best describes your right to work in Australia?
• Are you eligible to work in Australia and currently based in the location this role is advertised in?
• Do you have a current Australian Open driver's licence?