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

Advantages
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 workplace for all employees.
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