Customer Service Growth Lead

Rentokil Initial; Canberra; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Rentokil Initial is seeking a Customer Service Manager to lead our customer-facing team from our Canberra branch. You will empower the team to deliver a consistent "WOW" experience to every client and act as a bridge between service delivery and external stakeholders.

The role includes visits to Cowra and Batemans Bay to support operations. We value leadership, data-driven decision making, and a customer-centric mindset, with a focus on retention, growth, and continuous improvement in a

Qualifications

• 3+ years of experience in a customer service manager or team lead role in a services environment.
• Strong written and verbal communication with professional demeanor and phone etiquette.
• Proven ability to handle complex dispute resolutions under pressure.
• Proficient with multiple database systems and CRM software.
• Customer-centric mindset with a lead-by-example approach in a fast-paced setting.
• Ability to pass pre-employment medical, drug and alcohol screen, and background checks.

Responsibilities

• Lead, supervise, and develop the customer service team.
• Construct and monitor individual and team KPIs and performance processes.
• Analyze customer service data and branch stats to identify trends and improve service levels.
• Collaborate with Planning, Operations, and Sales to meet customer needs and improve efficiency.
• Oversee customer feedback and escalations, ensuring timely resolution.
• Lead internal sales activities to drive growth and achieve KPIs.
• Support a culture of continuous improvement and adoption of new tools.

Skills

Leadership

Operational Excellence

Data-Driven Decision Making

Stakeholder Management

Complaint Resolution

Sales Growth

Continuous Improvement

Communication

Conflict Resolution

Tools

CRM software

Microsoft Office

Google Workspace

Job description

Rentokil Initial is seeking a Customer Service Manager to lead our customer-facing team from our Canberra branch. You will empower the team to deliver a consistent "WOW" experience to every client and act as a bridge between service delivery and external stakeholders.

The role includes visits to Cowra and Batemans Bay to support operations. We value leadership, data-driven decision making, and a customer-centric mindset, with a focus on retention, growth, and continuous improvement in a