Customer Service Improvement Manager
Rentokil Initial
Auckland, New Zealand
19h ago

Rentokil Initial are looking for a Customer Service Improvement Manager to join our team based in Auckland. The purpose of this role is to ensure we deliver customer service excellence, through every channel.

This p ermanent full-time position will be responsible for creating and driving a positive customer journey, in conjunction with our customer service teams across New Zealand.

You must be based in Auckland, New Zealand to be eligible for this position.

The role is responsible for :

  • Establish, own and drive Customer Service Excellence best practice ways of working
  • Ongoing measurement and review of customer journey and experience
  • Continuous evolvement of best practice models, inline with changing customer need
  • Leading and ensuring the effective implementation of customer service driven procedures across Rentokil Initial
  • Project manage customer service initiatives that improve customer service delivery
  • Determine customer service requirements by maintaining contact with customers, visiting operational environments
  • Investigate and resolve complex or long standing customer complaints and provide key learning for future prevention
  • Implement, lead, review and evaluate the customer service recognition program
  • Develop and implement customer service competency standards across the business
  • Lead the Customer Service Learning Program with regular training across all areas of the business
  • Partner with the branch management teams to assess, review and provide development feedback to frontline customer service teams.
  • Monitor and report on key customer metrics to ensure the team meets the Business customer service KPIs.
  • Correlate and report trends from all customer surveys to drive consistency across the organisation
  • Requirements

    To be successful in this role, you will :

  • Previous experience in a similar role
  • Certificate IV Training & Assessment or other relative discipline would be desirable
  • Demonstrated strong knowledge and understanding of customer service strategies
  • Proficient at coaching, motivating, mentoring and managing change
  • Exceptional communication, interpersonal and influencing skills
  • People management skills
  • CRM knowledge and understanding
  • About us :

    Rentokil Initial is an international business services company employing over 40,000 colleagues across more than 80 countries.

    Our mission is to protect people and enhance lives, for example by controlling pests to ensure safer foods and medicines, improving hygiene in schools and enhancing interior office and retail spaces with plants and scenting.

    If you believe this sounds like the next role for you then apply now to submit your application!

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