About the Role

As a Customer Service Manager, you will lead our customer-facing team at Rentokil Initial in Canberra. The role involves setting and achieving KPIs, analysing service data, engaging stakeholders, and resolving complaints. The manager will work across our Canberra branch, with visits to Cowra and Batemans Bay.

Key Responsibilities

- Leadership & Mentorship – supervise, lead, and develop the customer service team
- Operational Excellence – deliver KPIs and performance management
- Data-Driven Strategy – analyse service data and branch stats for improvement
- Stakeholder Management – collaborate cross‑functionally and monitor Service Delivery KPIs
- Complaint Resolution – oversee customer feedback and escalations
- Growth Focus – lead internal sales to drive growth and conversion
- Continuous Improvement – support and encourage a culture of continuous improvement

Requirements

- Experience: 3+ years in a similar services-based Customer Service Manager or Team Leader role
- Communication: outstanding verbal and written communication skills, professional demeanour,



stellar phone etiquette
- Conflict Resolution: proven ability to work calmly under pressure and handle complex dispute resolutions
- Technical Literacy: proficient in multiple database systems, Microsoft Office/Google Workspace, and CRM software
- Mindset: customer‑centric, lead by example, comfortable in fast‑paced environment
- Compliance: pass pre‑employment medical, drug and alcohol screen, and background checks

Benefits

- Competitive salary and commission structure
- Paid training and development programs
- Health and wellness benefits, including gym membership and wellbeing support
- Employee discount program across partner retailers and services
- Versatile working arrangements and family friendly policies

Equal Opportunity

Rentokil Initial is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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