Customer Service Team Leader - Caboolture

Rentokil Initial; Caboolture; On-site; AUD 70,000 - 110,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Team management

Communication

Conflict resolution

Tools

CRM software

Microsoft 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-drivenCustomer Service Team Leaderto lead our Carboolture customer facing team. In this role, you won't just be managing tasks; you will be empowering your team to deliver a consistent\"WOW\" experienceto 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