Customer Service Manager

Customer Service Manager

Rentokil Initial | rockhampton, QLD, AU

Posted a month ago

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Description

ABOUT THE COMPANY

Rentokil Initial is a member of the FTSE 100 of leading companies. This is a growing and successful business - we employ some 36,000 colleagues across 66 countries - and offer a wide range of learning and development programmes for colleagues to enhance their skills. Some two million customers rely on us to get the job done, quickly and effectively. Customers range from the largest multinationals to local restaurants and individual homeowners.

ABOUT THE ROLE

Rentokil Initial has a fantastic opportunity for a Customer Service Manager to join our team based in Rockhampton . You will be working in a dynamic, ever evolving environment. As the Customer Service Manager you will lead and empower the team to deliver a consistent "wow" experience to our clients ensuring our continued growth and success.

The successful candidate will bring a strong customer centric mindset while communicating with both internal and external stakeholders to build better relationships and deliver a more collaborative outcome. They will be expected to use the systems in place and manage the planning team effectively to deliver a more customer focused approach in central planning.

The key responsibilities for this position are to:

  • Supervise, lead and develop the team
  • Ensure the construction and delivery of individual and team KPIs
  • Ensure the team's Performance Management processes are in place and adhered to
  • Analyse customer service data to ensure exceptional customer service levels are maintained
  • Identify and deliver training needs including cross skilling for team efficiency and consistent service delivery
  • Identify areas of growth and opportunity as a result of customer contact internally and externally
  • Oversee all customer feedback ensuring appropriate and timely responses
  • Support and encourage a culture of continuous improvement within the team
  • The ideal candidate must possess:

  • Previous experience managing a team
  • Background in managing a customer service / planning team
  • Proven success managing a team's customer service metrics
  • Exceptional written and verbal communication skills
  • Advanced skills in accounts payable and receivable
  • Advanced skills in customer retention and account management
  • Ability to problem solve in a fast paced , highly pressurised environment
  • Natural ability to build strong rapport with team members, branch contacts, field technicians and external customers
  • As part of the recruitment process, you will be required to complete the pre-employment medical, police and reference checks.

    The safety and wellbeing of our colleagues, our customers and our communities are priorities for us, and given that most of our roles are customer facing roles, we insist on full vaccination (including booster) by all our colleagues against COVID-19.

    If you are looking for the opportunity to advance your career in a customer focussed management role at a global company this is the role for you! APPLY NOW!