Background information about the job or company (e.g., role context, company overview)

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 are experts in the fields we operate in, investing in training, science, innovation and technology, and affording our employees Opportunities for Growth and Development

Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues.

We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Find out more on careers.rentokil-initial.com

Our Family Of Businesses

Rentokil Pest Control is the world's leading commercial pest control company who provide quality, diligent and friendly services to all our customers.

We operate in over 65 countries and we are ranked in the top 3 in 63 of those.

We are highly innovative and have leading technical and scientific expertise and our customers look to us for our knowledge and integrity.

Although we don't provide the most luxurious of services, this is certainly essential for all of our customers, and to make sure service happens.

Initial Hygiene is the world's leading hygiene services company who provide quality, diligent and friendly services to all our customers. We operate in over 40 countries and we are ranked in the top 3 in 38 of those. We produce high quality, tailored hygiene product ranges for washrooms - across all sectors and industries where our customers look to us for our knowledge and integrity.

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 (e.g., education, skills)

Key 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.
• Ability to work collaboratively as part of a team while showing initiative, creativity, and persuasive skills.
• High levels of integrity, discipline, organization, determination, and perseverance.
• Inspirational leadership skills.
• Excellent communication skills, including written, verbal, and non-verbal forms.
• Ability to establish and maintain strong customer relationships at an advanced level.
• Superior planning, organizational, and time management capabilities.
• Proficiency in computer applications such as MS Word, Google Suite, Excel, and web browsing.
• Skilled in numerical analysis and presenting data effectively.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Benefits

• Base salary.
• Company vehicle benefit.
• Commission
• Medical Cover: To be arranged immediately upon joining
• Pension & Group Life Assurance Cover: To be arranged after confirmation

Promotional Opportunities

• 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.

• 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.
• Ability to work collaboratively as part of a team while showing initiative, creativity, and persuasive skills.
• High levels of integrity, discipline, organization, determination, and perseverance.
• Inspirational leadership skills.
• Excellent communication skills, including written, verbal, and non-verbal forms.
• Ability to establish and maintain strong customer relationships at an advanced level.
• Superior planning, organizational, and time management capabilities.
• Proficiency in computer applications such as MS Word, Google Suite, Excel, and web browsing.
• Skilled in numerical analysis and presenting data effectively.

• 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.