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Customer Service Operations Manager
1 month ago
We are seeking a highly skilled and experienced Customer Service Operations Manager to lead our team in Townsville. As a key member of our organization, you will be responsible for coaching, mentoring, and leading a team of service professionals to deliver exceptional customer service.
About the RoleThe successful candidate will have a proven track record in managing teams and driving business growth through excellent customer service. You will be responsible for monitoring and reviewing service productivity rates, implementing operational plans, and ensuring company service practices are met.
Key Responsibilities:
- Team Management: Coach, mentor, and train the Pest Control Team to achieve targets.
- Service Productivity: Monitor and review service productivity rates, seek improvement and continually improve productivity, year on year.
- Operational Planning: Implement the regional annual operational plan.
- Quality Assurance: Conduct regular quality audits of specified client base and premises.
- Service Standards: Ensure company service practices are met and identify opportunities to improve service standards.
- Efficiency Optimization: Ensure service efficiency is optimised through tools and technology available.
- Vehicle Maintenance: Ensure the team's company vehicles are maintained in a safe, reliable, and clean condition.
- Customer Resolution: Proactively resolve customers' issues.
- Customer Relationships: Develop and maintain long-term customer relationships.
To be successful in this role, you will need:
- A Pest Control Licence or willingness to obtain one within 5 months.
- At least 3 years of experience in a similar services role.
- At least 3 years of experience in a management role with a services or operations background.
- Experience in implementing Worksite safety initiatives, dispute resolution, and regular reporting to higher management.
- High-level communications and commercial experience.
- The drive to lead by example to set a high standard of customer service.
Rentokil Initial is a global expert in pest, hygiene, and indoor plant care. We pride ourselves on being a friendly and supportive team driven by a passion to help protect people, enhance lives, and preserve our planet every day.
We operate three brands: Rentokil Pest Control, Initial Hygiene, and Ambius Indoor Plants. Our parent company, Rentokil Initial plc, employs more than 56,000 people across over 80 countries, supporting over 5 million customers.
