Customer Service Manager

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

At Rentokil Initial, we are proud to be the global expert in pest, hygiene, and indoor plant care. We operate three market-leading brands: Rentokil Pest Control, Initial Hygiene, and Ambius Indoor Plants.

What sets us apart is our people. We are a friendly and supportive team driven by a passion to Protect People, Enhance Lives, and Preserve our Planet. From multinational corporations to local restaurants and family homes, over two million customers rely on us to get the job done quickly and effectively.

The Role

We are looking for an energetic, results-driven Customer Service Manager to lead our customer-facing team. In this role, you won't just be managing tasks; you will be empowering your team to deliver a consistent "WOW" experience to every client.

You will act as a bridge between our internal service delivery teams and our external stakeholders, ensuring that our customer service levels remain world-class while driving growth through retention and sales opportunities.

This role will be based in our Canberra branch but will involve visits to our offices in Cowra and Batemans Bay

Key Responsibilities

• Leadership & Mentorship: Supervise, lead, and develop the customer service team
• Operational Excellence: Construct and deliver individual and team KPIs, ensuring the team's performance management processes are strictly followed.
• Data-Driven Strategy: Analyse customer service data and branch stats to identify trends, improve productivity, and maintain exceptional service levels.
• Stakeholder Management: Collaborate cross-functionally with Planning, Operations, and Sales teams to ensure customer needs are met, and service efficiency is optimised. Proactively engage with internal stakeholders to monitor and ensure Service Delivery KPIs are achieved.
• Complaint Resolution: Oversee all customer feedback and escalations, ensuring "customer in jeopardy" procedures are followed to resolve issues with speed and professionalism.
• Growth Focus: Lead and manage the internal sales function to drive sales growth, activity levels, and conversion performance in line with KPIs.
• Continuous Improvement: Support and encourage a culture of continuous improvement, leveraging new tools and technologies to streamline workflows.

Requirements

• Experience: 3+ years of experience in a similar services-based Customer Service Manager or Team Leader role.
• Communication: Outstanding verbal and written communication skills with a professional demeanour and "stellar" phone etiquette.
• Conflict Resolution: Proven ability to work calmly under pressure and handle complex dispute resolutions.
• Technical Literacy: Proficient in multiple database systems, Microsoft Office/Google Workspace, and CRM software.
• Mindset: A customer-centric mindset with a "lead by example" approach. You must be comfortable working in a fast-paced environment where no two days are the same.
• Compliance: Ability to pass a pre-employment medical, drug and alcohol screen, and background checks.

Rentokil Initial is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.