Customer Service Team Lead — Growth & WOW Experience

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

Job summary

Rentokil Initial is seeking an energetic Customer Service Team Leader to manage the Caboolture customer-facing team. You will empower the team to deliver a consistent WOW experience to every client from our Caboolture Office.

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

Qualifications

• 2+ years experience in a customer service manager or team leader role in services-based environments.
• Outstanding verbal and written communication with professional demeanor and phone etiquette.
• Proven ability to resolve conflicts calmly under pressure.
• Proficient with multiple database systems and CRM software.
• Customer-centric mindset with a lead-by-example approach.
• Able to pass pre-employment medical, drug and alcohol screen, and background checks.

Responsibilities

• Lead, supervise, and develop the Caboolture customer service team (including offshore members).
• Create and deliver individual and team KPIs; ensure performance processes are followed.
• Analyse customer service data and branch stats to identify trends and improve productivity.
• Collaborate with Planning, Operations, and Sales to meet customer needs and improve efficiency.
• Drive customer satisfaction and service delivery KPIs to deliver world-class service.
• Lead internal sales activities to boost growth and conversion in line with KPIs.
• Support a culture of continuous improvement using new tools and technologies.

Skills

Team leadership

Stakeholder management

Data-driven decisions

KPI/Performance management

Communication (verbal & written)

CRM software

MS Office/Google Workspace

Tools

CRM software

MS Office/Google Workspace

Job description

Rentokil Initial is seeking an energetic Customer Service Team Leader to manage the Caboolture customer-facing team. You will empower the team to deliver a consistent WOW experience to every client from our Caboolture Office.

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