Customer Service Team Leader - Caboolture

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

About Suburban Pest Management:

Suburban Pest Management, now part of the Rentokil Initial family and helping us to make even more headway in the industry, was awarded AEPMA’s #1 Pest Management Company in Australia in 2021. Operating for over 30 years, supporting pest technicians from traineeships through to senior leadership. With continued innovation and a strong emphasis on education of both our team and clients, we have seen fast growth in all sectors of our business, including domestic, commercial, construction and government.

Suburban Pest Management can give you amazing opportunities for professional and personal growth! But with so many companies searching for their next superstars, why choose us?

The Role

We are looking for an energetic, results-driven Customer Service Team Leading a team to lead our Caboolture 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 be based in the Caboolture Office.

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.

Key Responsibilities

• Leadership & Mentorship: Supervise, lead, and develop the customer service team, including offshore team members.


• 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: 2+ 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 demeanor 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.


• The successful candidate must be able to pass a Pre-employment medical, as well as background checks.

Rentokil Initial is a member of the FTSE 100 of leading companies. This is a growing and successful business - we employ some 38,000 colleagues across 66 countries - and offer a wide range of learning and development programmes for colleagues to enhance their skills.

Rentokil Initial Employee Testimonials

\"I have been with Rentokil Initial for 15 years and they have always been there and supportive of me...so I have tried to carry that on as a manager myself.\"

Deb Morris

Customer Service Manager

\"I am really proud to work for Rentokil Initial and I have enjoyed working here for the last 11 years.\"

Sierra Warrington

Client Retention Manager