Customer Service Manager

About the role

Rentokil Initial is seeking an energetic, results‑driven Customer Service Manager to lead its customer‑facing team. Based in Acacia Ridge with occasional days in the Brendale office, you will act as the bridge between internal service delivery teams and external stakeholders, ensuring world‑class service while driving growth through retention and sales opportunities.

Key responsibilities

• Supervise, lead and develop the customer service team, including offshore members.
• Design and monitor individual and team KPIs, enforcing performance management processes.
• Analyse service data and branch statistics to identify trends and improve productivity.
• Collaborate with Planning, Operations and Sales to meet customer needs and optimise service efficiency.
• Oversee complaint handling and escalation procedures, ensuring swift resolution.
• Lead internal sales activities to achieve growth targets and conversion performance.
• Promote a culture of continuous improvement using new tools and technologies.

Required profile

• Minimum 2 years experience in a customer‑service manager or team‑leader role within a services environment.
• Outstanding verbal and written communication with professional phone etiquette.
• Proven ability to remain calm under pressure and resolve complex disputes.
• Customer‑centric mindset with a “lead by example” approach.
• Willingness to undergo pre‑employment medical, drug/alcohol screening and background checks.

Required skills

• Proficiency with multiple database systems.
• Strong command of Microsoft Office.
• Experience using Google Workspace.
• Familiarity with CRM software.