Rentokil Initial is a global services company employing over 35,000 colleagues across 70 countries. The company is at the cutting edge of technology and innovation as it strives to protect people and enhance lives by controlling pests, improving hygiene, and improving interior spaces with plants and scenting.
As the Service Manager for the Pest Control division, you will be responsible for coordinating service delivery, quality assurance, and customer care activities. This is a leadership role focused on maintaining high service standards, managing a technical team, and supporting business growth through operational efficiency and client retention strategies.
Key Responsibilities
Service Coordination & Quality Assurance: Oversee service delivery and conduct regular quality assurance checks and customer care activities.
Sales Collaboration: Work with the sales manager and consultants to identify market potential, gather market intelligence, and coordinate the service team to support sales campaigns.
Portfolio Management: Manage the Pest Control portfolio accurately and address potential terminations to improve client retention.
Financial Management: Drive debt collection efforts through service staff involvement and manage the price increase process with customers.
Staff Leadership & Training: Train, motivate, and manage the performance of Pest Control department staff, including conducting regular technical assessments.
Asset & Resource Management: Monitor chemical and material usage to prevent misuse, oversee the proper use of division vehicles/fleet, and handle departmental budgeting.
Reporting: Prepare comprehensive weekly and monthly reports for management regarding business performance.
HR & Administration: Manage recruitment and administrative matters for the department in conjunction with the HR department.
Customer Satisfaction: Review Customer Voice Counts (CVC) results and develop action plans to address customer feedback and improve service levels.
Safety & Compliance: Ensure strict adherence to SHE (Safety, Health, and Environment) policies, including proper PPE usage and acting on site Risk Assessment reports.
Planning: Oversee effective and timely service planning and scheduling.
Ad-hoc Projects: Perform management and project tasks within the East Africa region as assigned by the Branch Manager or Managing Director.
Key Requirements
Experience: Proven 5 years and above experience in shared services management or a similar leadership role.
Operational Knowledge: Strong understanding of shared service center operations and best practices.
Education: A degree in Business Management and/or any other related course.
Technical Proficiency: Knowledge of process optimization, automation, and technology utilization.
Soft Skills: Excellent leadership, communication, and interpersonal skills.
Analytical Skills: Strong problem-solving and analytical abilities.
Compliance: Knowledge of relevant compliance and regulatory requirements.
Interested and qualified candidates should apply online through the Rentokil Initial careers portal. Use the following link to access the application page: https://www.myjobmag.co.ke/apply-now/1150847.
