National Operations & Customer Service Leader

Rentokil Initial; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Rentokil Initial is seeking an experienced National Business Services Manager to lead the operational and administrative functions for the National Accounts portfolio in Australia. You will report to the Customer Experience Director and oversee onshore and offshore teams, bridging Sales, Branch Operations and Customer Support.

This role focuses on streamlining workflows, SLA governance, and driving continuous improvement, with responsibility for data integrity in ERP/iCABs and CRM systems, and

Qualifications

• 3+ years of proven leadership experience managing customer service, shared services, or sales operations teams within a national or multi-site environment.

Responsibilities

• Direct the National Customer Service team to ensure inquiries, queues and inboxes meet SLAs and quality benchmarks.
• Lead the National Account Executive team in non-customer-facing administration and reporting.
• Maintain master contracts, pricing and account data across enterprise systems.
• Map and evaluate end-to-end workflows, identifying bottlenecks and eliminating manual workarounds.
• Lead system updates, UAT, issue triage and user adoption during changes.
• Partner with Branch Sales and Operations, Credit Control and Central Processing to resolve bottlenecks.

Skills

Workflow standardisation

SLA governance

Cross-functional CI

Change leadership

Inbound/outbound contact ops

Capacity planning

Queue management

Stakeholder management

ERP systems (iCABs)

CRM platforms

Telephony & productivity suites

Business/Commerce/Operations degree

Education

Tertiary qualifications in Business, Commerce, Operations

Tools

ERP systems (iCABs)

CRM platforms

Google Workspace / Microsoft 365

Job description

Rentokil Initial is seeking an experienced National Business Services Manager to lead the operational and administrative functions for the National Accounts portfolio in Australia. You will report to the Customer Experience Director and oversee onshore and offshore teams, bridging Sales, Branch Operations and Customer Support.

This role focuses on streamlining workflows, SLA governance, and driving continuous improvement, with responsibility for data integrity in ERP/iCABs and CRM systems, and