Customer Experience Manager — Growth & WOW Service

Rentokil Initial Group; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Rentokil Initial is seeking an energetic Customer Service Manager to lead a customer-facing team and deliver a consistently exceptional “WOW” experience for clients. You will bridge internal service delivery with external stakeholders to maintain world-class service while driving growth through retention and sales opportunities.

The role is based in our Canberra branch with periodic visits to Cowra and Batemans Bay, requiring a proactive, results-driven leader who can manage multiple offices and

Qualifications

• 3+ years in a customer service manager or team leader role.
• Excellent verbal and written communication with professional demeanour.
• Calm under pressure with strong dispute resolution.
• Proficient in databases, Microsoft Office/Google Workspace, and CRM software.
• Customer-centric mindset and ability to lead by example.
• Able to pass pre-employment medical, drug and alcohol screen, and background checks.

Responsibilities

• Supervise, lead, and develop the customer service team.
• Construct and deliver individual and team KPIs, ensuring the team’s performance management processes are followed.
• Analyse customer service data and branch stats to identify trends, improve productivity, and maintain service levels.
• Collaborate cross-functionally with Planning, Operations, and Sales to meet customer needs and improve efficiency.
• Oversee all customer feedback and escalations, following escalation procedures to resolve issues quickly.
• Lead and manage the internal sales function to drive growth, activity, and conversions in line with KPIs.
• Support a culture of continuous improvement and adopt new tools and technologies to streamline workflows.

Skills

Leadership

Customer service

Communication

Conflict resolution

CRM software

MS Office/Google Workspace

Tools

CRM software

MS Office/Google Workspace

Job description

Rentokil Initial is seeking an energetic Customer Service Manager to lead a customer-facing team and deliver a consistently exceptional “WOW” experience for clients. You will bridge internal service delivery with external stakeholders to maintain world-class service while driving growth through retention and sales opportunities.

The role is based in our Canberra branch with periodic visits to Cowra and Batemans Bay, requiring a proactive, results-driven leader who can manage multiple offices and