Customer Service Team Lead

2 weeks ago

Brisbane, Queensland, Australia Rentokil Initial Full time

About Rentokil Initial

Rentokil Initial is a leading company with a presence in 66 countries and a workforce of 36,000 colleagues. We deliver services to two million customers, ranging from large multinationals to local businesses and individual homeowners.

About the Role

This is a dynamic and evolving environment where you will lead and empower a team to deliver exceptional customer experiences. As the Customer Service Team Lead, you will be responsible for supervising, leading, and developing the team to achieve consistent "wow" experiences for our clients.

You will communicate with internal and external stakeholders to build strong relationships and deliver collaborative outcomes. The successful candidate will bring a customer-centric mindset and use systems in place to manage the planning team effectively.

Key Responsibilities

  • Supervise, lead, and develop the teams to achieve exceptional customer service levels.
  • Ensure the construction and delivery of individual and team KPIs.
  • Implement Performance Management processes and ensure they are adhered to.
  • Analyse customer service data to maintain exceptional customer service levels.
  • Identify and deliver training needs, including cross-skilling for team efficiency and consistent service delivery.
  • Identify areas of growth and opportunity through customer contact.
  • Oversee all customer feedback and ensure timely and appropriate responses.
  • Support a culture of continuous improvement within the team.

Requirements

  • Previous experience managing a team.
  • Background in managing a customer service or planning team.
  • Proven success in managing 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 environment.
  • Natural ability to build strong relationships with team members, branch contacts, and external customers.

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