Customer Service Manager
Rentokil Initial, Barbados

Responsible for ensuring organisational effectiveness in Pest Control operations; and managing the company’s Pest Control Service through a team of Field-based Supervisors, Service and Termite Technicians, and the Service Support Administrator. Responsible for ensuring organizational effectiveness in Hygiene operations; and managing the company’s Hygiene Service through a team of Field-based Supervisors, Hygiene Service Technicians, and Service Support Administrators.

Duties and Responsibilities

1. Maintain and improve the operational systems, processes and policies of the department in support of the organisation’s mission and core values by maintaining state-of-service; service quality, accurate operational KPIs, effective credit control, manpower levels, customer retention and revenue growth.
2. Develop and maintain customer relationships (internal and external), demonstrating a thorough understanding of the business, our marketplace and the issues affecting customer services and operations.
3. Line Management responsibility for all staff of the Service Team through leadership by motivating, coaching, mentoring and developing individuals. Ensure regular meetings and communications to facilitate engaged colleagues.
4. Participate in team or organizational projects relating to improving customer service and business advancement.

1. Manage the state of service and produce monthly reports using iCABS to make recommendations for implementing systems and strategies to facilitate the achievement of the department’s goals and objectives.
2. Implement initiatives that strengthen our brand and assist the business in achieving increased turnover.
3. Promote the operations team at all opportunities (either through day-to-day involvement with customers or through formal presentations) enhancing the team’s profile and reputation.
4. Oversee the operation to ensure the highest standards of work are maintained and manage the field supervisors to ensure service delivery operations.
5. Have a personal responsibility for your own health and safety and that of other people affected by the work carried out.
6. Conduct key account visits as assigned by the General Manager.
7. Report on any infestations, provide advice on, and where required, arrange treatment of any infestations found.
8. Report on any other issues which may result in an infestation occurring or becoming established at the client's premises, providing the client advice on proofing, housekeeping, stacking and any other issues that may be conducive to pest activity.
9. Complete site audits and record in Speed Reporter and upload to myRentokil site to the 'Inspection Reports' folder within the Documents section of the client's myRentokil website.
10. Complete Quality Assurance audits on customers' sites to ensure that Rentokil Initial staff are providing the right level of service to particular customers and that exact specification requirements are being adhered to
11. Pest Awareness training to customers and customers' staff to assist them in obtaining a better understanding of pests and pest control techniques when required.
12. Responsible for checking pest control documentation and plans at Pest Net Online customers' sites, ensuring plans and uploaded documents are kept up-to-date on the PNOL website for each customer including general administration for the good of the web site.
13. Responsible for ensuring that client data on the myRentokil and myInitial are correct and up-to-date. These may vary from site to site depending on each client's requirements.
14. Responsible for sending clients yearly treatment planners for the upcoming year's inspections, this may include Routine visits and Fly control unit servicing dates
15. Responsible for SHE
16. Responsible for Inventory management
17. Manage the Service Department’s fleet of vehicles to ensure that they are maintained in a safe and reliable condition as per company policy
18. Other related duties from time to time according to the needs of the business.

Requirements

QUALIFICATIONS AND EXPERIENCE

• B.Sc. Degree in Management or similar discipline.
• Minimum of seven (7) years experience in a similar role with a minimum of five (5) years leading teams
• Experience managing staff across cross functional teams in various geographical locations.

• KNOWLEDGE AND SKILLS

• Proficient in Microsoft Office Suite, Multi-Media technology and other relevant software and statistical tools.

• Effective leadership and supervisory skills.
• Ability to prepare and deliver concise and informative reports and presentations.
• Effective communication, analytical and interpersonal skills.
• Possesses Time Manageme

Job Rewards and Benefits