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.

We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country. You would be supporting the business in EAST AFRICA - Nairobi Kenya in Pest control.

Responsibilities or duties:

• Set individual and team service targets with Branch Manager to achieve business goals, including retention budgets and growth rates.
• Manage a team of Service Programmers, Supervisors, and Technicians; conduct regular performance reviews and take corrective actions as needed.
• Ensure team competence through training, supervision of new recruits, and ongoing coaching, including formal Technician Performance Assessments (TPA) and remedial training.
• Adhere to company policies such as OH&S, HR, and Security, maintaining accurate training records.
• Conduct Supervisory Quality Assurance checks at client sites, ensuring service quality and maintaining client relationships.
• Manage service scheduling to meet productivity targets, analyze reports, and maintain world-class service standards.
• Resolve customer complaints professionally, follow up to ensure satisfaction, and report competitor activities to management.
• Participate in customer retention strategies by conducting account reviews and ensuring prompt service responses.
• Maintain technician productivity, manage overtime and leave, and drive continuous KPI improvement.
• Hold regular team meetings and report performance to the Branch Manager.
• Ensure proper tools, equipment, chemicals, and safety gear are issued, maintained, and used correctly by trained personnel.
• Maintain valid qualifications and registrations for all technicians, promoting further training and managing records.
• Manage service data accurately using systems like iCABS/Progress, correcting and planning as required.
• Control service costs and resources in line with financial forecasts and targets.
• Oversee resource and asset management including fleet, manpower, stock, and risk mitigation with Branch Manager collaboration.
• Spend field time with service staff to boost morale and service quality.
• Coordinate with Accounts Receivable to monitor potential service terminations and support account management.
• Assist with complaint handling and customer retention processes to avoid terminations.
• Manage existing customer portfolios, negotiate contract value increases to meet gross margin targets, and build strong client relationships.
• Respond promptly to termination notices, gather client feedback, and attempt to reverse decisions.
• Prepare and submit daily activity and termination reports to management.
• Serve as the primary contact for all terminations, managing required actions efficiently.
• Attend Customer Retention, Sales, and Improvement meetings as needed.
• Perform additional duties as assigned by the supervisor.

Qualifications or requirements:

• Holding a diploma or degree in any business-related discipline.
• Experience in pest control is considered an advantage.
• Comprehensive understanding of the Company’s products and services.
• Demonstrated experience in leadership roles, especially in managing a service team.
• Strong dedication to the principles of service excellence, relationship building, teamwork, and customer focus.
• Effective negotiation abilities.
• Capability to mentor and develop team members.
• A client-focused, service-oriented approach.
• Energetic, self-motivated, and proactive behavior.

• Set individual and team service targets with Branch Manager to achieve business goals, including retention budgets and growth rates.
• Manage a team of Service Programmers, Supervisors, and Technicians; conduct regular performance reviews and take corrective actions as needed.
• Ensure team competence through training, supervision of new recruits, and ongoing coaching, including formal Technician Performance Assessments (TPA) and remedial training.
• Adhere to company policies such as OH&S, HR, and Security, maintaining accurate training records.
• Conduct Supervisory Quality Assurance checks at client sites, ensuring service quality and maintaining client relationships.
• Manage service scheduling to meet productivity targets, analyze reports, and maintain world-class service standards.
• Resolve customer complaints professionally, follow up to ensure satisfaction, and report competitor activities to management.
• Participate in customer retention strategies by conducting account reviews and ensuring prompt service responses.
• Maintain technician productivity, manage overtime and leave, and drive continuous KPI improvement.
• Hold regular team meetings and report performance to the Branch Manager.
• Ensure proper tools, equipment, chemicals, and safety gear are issued, maintained, and used correctly by trained personnel.
• Maintain valid qualifications and registrations for all technicians, promoting further training and managing records.
• Manage service data accurately using systems like iCABS/Progress, correcting and planning as required.
• Control service costs and resources in line with financial forecasts and targets.
• Oversee resource and asset management including fleet, manpower, stock, and risk mitigation with Branch Manager collaboration.
• Spend field time with service staff to boost morale and service quality.
• Coordinate with Accounts Receivable to monitor potential service terminations and support account management.
• Assist with complaint handling and customer retention processes to avoid terminations.
• Manage existing customer portfolios, negotiate contract value increases to meet gross margin targets, and build strong client relationships.
• Respond promptly to termination notices, gather client feedback, and attempt to reverse decisions.
• Prepare and submit daily activity and termination reports to management.
• Serve as the primary contact for all terminations, managing required actions efficiently.
• Attend Customer Retention, Sales, and Improvement meetings as needed.
• Perform additional duties as assigned by the supervisor.

• Effective negotiation abilities.
• Capability to mentor and develop team members.
• A client-focused, service-oriented approach.
• Energetic, self-motivated, and proactive behavior.

• Holding a diploma or degree in any business-related discipline.
• Experience in pest control is considered an advantage.
• Comprehensive understanding of the Company’s products and services.
• Demonstrated experience in leadership roles, especially in managing a service team.
• Strong dedication to the principles of service excellence, relationship building, teamwork, and customer focus.