Customer Service Team Leader – Drive WOW Experiences

Rentokil Initial Group; Caboolture; On-site; AUD 65,000 - 90,000; Full time

Job summary

Rentokil Initial Group in Caboolture, Australia, is seeking an energetic Customer Service Team Leader to guide our Caboolture customer-facing team and empower them to deliver a consistent WOW experience to every client. You will bridge internal service delivery with external stakeholders, maintaining world-class service while driving growth.

With 2+ years in a similar leadership role, you’ll lead KPIs, mentor staff including offshore members, manage escalations, and push continuous improvement

Qualifications

• 2+ years experience in a similar services-based Customer Service Manager or Team Leader role.
• Excellent verbal and written communication with a professional demeanor.
• Proven ability to calmly resolve disputes under pressure.
• Proficient in multiple database systems, Microsoft Office/Google Workspace, and CRM software.
• Customer-centric mindset with a lead-by-example attitude.
• Able to pass a pre-employment medical, drug and alcohol screen, and background checks.

Responsibilities

• Lead, supervise, and develop the customer service team, including offshore members.
• Construct and deliver individual and team KPIs and ensure performance processes are followed.
• Analyze customer service data and branch stats to identify trends and drive productivity.
• Collaborate with Planning, Operations, and Sales to meet customer needs and improve service efficiency.
• Oversee customer feedback and escalations, ensuring timely resolution with professionalism.
• Grow and manage the internal sales function to drive growth and achieve KPIs.
• Support continuous improvement and adoption of new tools and technologies.

Skills

Leadership

Team mentorship

Customer service

Data analysis

Stakeholder management

Problem solving

CRM software

Tools

CRM software

Job description

Rentokil Initial Group in Caboolture, Australia, is seeking an energetic Customer Service Team Leader to guide our Caboolture customer-facing team and empower them to deliver a consistent WOW experience to every client. You will bridge internal service delivery with external stakeholders, maintaining world-class service while driving growth.

With 2+ years in a similar leadership role, you’ll lead KPIs, mentor staff including offshore members, manage escalations, and push continuous improvement