Customer Experience Leader — Growth & WOW Service

Rentokil Initial plc; Canberra; On-site; AUD 75,000 - 110,000; Full time

Job summary

Rentokil Initial plc in Canberra is seeking an energetic Customer Service Manager to lead the customer-facing team and deliver a consistent WOW experience to clients. The role bridges internal service delivery and external stakeholders, ensuring world-class service while driving retention and sales opportunities.

Based in Canberra with visits to Cowra and Batemans Bay, the position requires 3+ years in a similar role, strong communication, and the ability to thrive in a fast-paced environment.

Qualifications

• Outstanding verbal and written communication skills.
• Proven ability to work calmly under pressure and handle complex disputes.
• Proficient in multiple database systems and CRM software.
• Customer-centric mindset with a lead-by-example approach.
• Pass pre-employment medical, drug and alcohol screen, and background checks.

Responsibilities

• Lead, supervise, and develop the customer service team.
• Construct and deliver KPIs; manage performance processes.
• Analyze service data and branch stats to identify trends and improve productivity.
• Collaborate with Planning, Operations, and Sales to meet customer needs.
• Oversee feedback and escalations, following escalation procedures.
• Lead and manage internal sales functions to drive growth and KPI achievement.
• Support a culture of continuous improvement and adoption of new tools.

Skills

Communication skills

Conflict resolution

Technical literacy

Customer-centric mindset

Compliance awareness

Tools

CRM software

MS Office / Google Workspace

Job description

Rentokil Initial plc in Canberra is seeking an energetic Customer Service Manager to lead the customer-facing team and deliver a consistent WOW experience to clients. The role bridges internal service delivery and external stakeholders, ensuring world-class service while driving retention and sales opportunities.

Based in Canberra with visits to Cowra and Batemans Bay, the position requires 3+ years in a similar role, strong communication, and the ability to thrive in a fast-paced environment.