Customer Service Team Lead — Drive Retention & Growth

Rentokil Initial; Caboolture; In loco; AUD 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

Suburban Pest Management, now part of the Rentokil Initial family, is seeking an energetic Customer Service Team Leader to guide our Caboolture office's customer-facing team. You will empower staff to deliver a consistent WOW experience to every client.

You will bridge internal service delivery and external stakeholders, driving world-class service while growing sales opportunities through retention and service excellence. 2+ years in similar role and strong CRM and data skills are required.

Competenze

• 2+ years in a similar customer service management role.
• Outstanding verbal and written communication with professional phone etiquette.
• Calm under pressure with conflict-resolution skills.
• Proficient with multiple databases, MS Office/Google Workspace, and CRM.
• Customer-centric mindset and lead-by-example approach.
• Able to pass pre-employment medical, drug and background checks.

Mansioni

• Lead, mentor, and develop the customer service team, including offshore members.
• Create and monitor individual and team KPIs and performance processes.
• Analyze service data and branch stats to identify trends and improve productivity.
• Collaborate with Planning, Operations, and Sales to meet customer needs and improve service.
• Oversee customer feedback and escalations; follow 'customer in jeopardy' procedures.
• Lead internal sales function to drive growth and conversions in line with KPIs.
• Support a culture of continuous improvement with new tools and streamlined workflows.

Conoscenze

Leadership

Team management

Communication

Conflict resolution

Strumenti

CRM software

Microsoft Office/Google Workspace

Descrizione del lavoro

Suburban Pest Management, now part of the Rentokil Initial family, is seeking an energetic Customer Service Team Leader to guide our Caboolture office's customer-facing team. You will empower staff to deliver a consistent WOW experience to every client.

You will bridge internal service delivery and external stakeholders, driving world-class service while growing sales opportunities through retention and service excellence. 2+ years in similar role and strong CRM and data skills are required.