1 X Key Account Team Leader - UK Reporting lines

The main purpose of this role is to manage a team of customer service agents liaising with both internal and external stakeholders, ensuring service delivery and customer satisfaction at every touch point.

The role is to effectively manage the Key Account Customer administration and support functions in line with the companies' set policies & procedures. This will involve interaction with colleagues, suppliers, and customers; therefore, a positive and professional attitude is always required.

The purpose of this role is to ensure a high standard of service is delivered to every customer, ensuring every customer contact is a positive experience. This requires a clear understanding of the business processes, ensuring customer excellence is central to all activities whilst consistently meeting the required performance standards.

The role will require close working relationships with Key Account Managers, Area Support Managers, and the local cell teams.

Requirements

Delivering Customer Excellence

• Handle customer complaints (telephone calls, emails and OnGuard) in a positive and timely manner.
• Customer account monitoring through OnGuard.
• Invoice queries.
• CCM Monitoring.
• Annual contract renewals in conjunction with Key Account Management Team & CRM's.
• Manage and maintain customer web sites.
• Processing sales into iCABS system.
• Answer customer calls and raise CCM tickets to field colleagues.
• Support robotics with new processes.
• Monitor Pest connect and raise tickets for any system notifications of pest activity.
• Complete and maintain customer trackers.

Front Line Colleague Support

• Monitor & maintain customer portals.
• Provide customer specification details.
• Organising work.
• Communicating goals.
• Connecting work to context.

Team Management

• Monthly one to one appraisals.
• Bi-annual performance appraisals.
• Management of absence in line with Company Policies.
• Management of training for new starters.
• Monitoring of team calls.
• Managing cover for absence team members.
• Delegating tasks.
• Leading by example.
• Allocating and managing resources.
• Problem solving.
• Managing project progress.
• Attending customer meetings.
• Updating KAM/Sales Colleague with job/contract numbers once in order to arrange works.
• Create and reset user details for field colleagues in customer portals.
• Check visit information.

Requirements

Essential Skills

• Good numeracy & literacy skills.
• Good IT skills, including an understanding of Microsoft packages.
• Ability to use the internet.
• Proven communication skills to both internal and external stakeholders.
• Good eye for detail with a high level of accuracy.
• Strong commitment to delivering customer excellence.
• Strong organisation skills to effectively manage and prioritise workload.
• Proven ability to work with diverse groups of people.
• Ability to work within a team environment.

Desirable Skills

• Environmental Services awareness - Pest/Hygiene/Washrooms/Medical/Ambius.
• Previous experience in a customer focused role.
• Experience in management of teams.
• Empathy for others.

Benefits

Benefits including:

• Company contribution to Medical Aid and Pension / Provident Fund.
• Opportunity for Growth and Development.

Employment Equity

Rentokil Initial believes in diversity and thus offers all employees opportunities and avoids discrimination in compliance with the Employment Equity Act. Our selection process will therefore give preference to suitably qualified Employment Equity candidates in order to achieve our Employment Equity numerical targets.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!