Customer Care - Team Leader

Join our team as a Customer Service Team Leader at Rentokil Initial! We are seeking a motivated and experienced professional to lead our customer service team in Townsville.

As a Customer Service Team Leader, you will be responsible for leading and developing a customer service team and an internal sales team. Your main goal is to promote and deliver an exceptional customer experience to increase sales and retain customers. You will also be a key point of contact for management, assisting with hiring and training, and keeping them updated on team performance.

• Team Leadership: Support the team to achieve their targets and deliverables on a daily basis. Provide clear instructions, manage staffing, and ensure team members understand their roles. Participate in "on the floor" activities to give guidance and assistance.
• Performance Management: Monitor individual and team performance, including tracking inbound/outbound calls and other metrics. Coach, motivate, and retain staff while identifying training needs and planning training sessions.
• Customer Service & Sales: Handle inbound and outbound calls in a professional manner to maintain customer retention. Identify opportunities to upsell and cross-sell services to existing customers and prospects. Conduct outbound calls to existing customers to offer products and services.
• Problem Resolution: Resolve customer issues in line with company procedures and escalate unresolved problems when necessary.
• Administration: Maintain accurate records of all customer interactions and sales activities using the company's customer database, CRM applications, and other systems.

• Essential: 3 years of proven experience managing phone conversations in a fast-paced, KPI-monitored environment.
• Exceptional written and verbal communication skills.
• 2 years of demonstrated customer service, sales experience, and leadership ability.
• Competence in Microsoft Office Packages.
• Preferred: 1 year of experience in the business service industry (pest and/or hygiene is a plus).
• 2 years of leadership experience in a related capacity.
• Tertiary qualifications in Business, Administration, or a related discipline.

At Rentokil Initial, we are a team that values strong relationships, effective communication, and continuous improvement. You'll have the opportunity to proactively support a team, help shape strategies, and ensure the delivery of excellent customer service.

At Rentokil Initial, we are proud to be the global expert in pest, hygiene and indoor plant care. What sets us apart is our people. We are a friendly and supportive team driven by a passion to help protect people, enhance lives and preserve our planet, every day.

From washrooms, to aged care homes, to office plantscaping and classrooms - we are there, ready, bursting with passion and pride to make a positive difference for our customers and communities.

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 more than 80 countries, supporting over 5 million customers.

"Rentokil Initial enables me to have a career where I feel valued but also gives me the opportunity to be a parent and have work-life balance." - Phillip Winkler

"There's a sense of purpose in what I do. I get up and go to work to make sure that my people are safe, they're happy and our clients are serviced." - Darran Gibson

"What has kept me at Rentokil Initial is the diversity of the role and the large amount of support. The opportunities are endless here." - Adam D'Andrilli