Rentokil Initial:
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
Ambius is the world leader in providing interior landscaping services for a range of customers from boutique hotels, to shopping centres. We use planting, scenting, flowers, artwork and exterior landscaping maintenance to improve the environment for the benefit of the customer and their employees. Ambius is a global brand across North America, Europe South Africa and Australia.
Requirements:
- To lead, coordinate, motivate and develop a team of service technicians to provide world class pest control services to our HD customers whilst ensuring achievement of all relevant service KPI’s.
- To intervene purposely to optimize service performance with individuals, or the team, by taking timely and effective action when KPI’s are not being achieved or by identifying and then rolling out best practice when they are being exceeded.
- To facilitate overall customer retention by ensuring that excellent front line relationships are maintained with customers by:
- Assuring service quality by frequent site QA visits.
- Continually developing technician competency via frequent field coaching and subsequent performance feedback
- Developing and maintaining a positive high personal profile with selected customers.
- Agree individual and team service targets with Branch or Service Manager in order to deliver the Branch’s / Company’s business goals
- Supervise a dedicated team of service technicians to achieve agreed individual and team targets; includes conducting regular reviews with each technician to direct performance against targets including making appropriate interventions and taking necessary disciplinary actions (short of dismissal) to assure effective corrective action is taken.
- Ensure that individuals and the team are competent and fully trained to the professional level laid down by the Company for the work that is being allocated to them. Ensure that new recruits are not permitted to work unsupervised until training has been completed and competence has been established. Supervisor is responsible for maintaining accurate and adequate records to demonstrate this.
- Conduct regular (minimum of 6 per technician per year) coaching sessions, and when required remedial service field training, with all technicians. Maintain accurate records and complete formal feedback via a full Technician Performance Assessments (TPA) at least once per year.
- Analyse TPA results in order to identify competency gaps and arrange necessary training to ensure technician competency is improved continually and meets the required minimum standard as defined in the TPA. Liase with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally.
- Complete regular Quality Assurance checks on client’s premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective when necessary
- and conduct regular reviews with customer site management to assure maintenance of good client relationships.
- Ensure all customer complaints are resolved professionally including following up if required to the customers’ satisfaction. Evidence of competitor activity at the client should also be recorded and communicated to the branch / service manager.
- Ensure that both individual technicians and the team maintain acceptable productivity levels including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI.
- Ensure techs carry the full list of preps required
- Ensure all tech have the correct tools and equipment to carry out their work professionally
- Ensure effective and timely communication across the team via regular team meetings and upwards weekly with the service manager – reporting on individual and team performance at least weekly.
- Ensure customer portfolio are always audit ready through online site audits, updating of site plans, updating of contracts, updating of customer details, etc
- Ensure all company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc.
- In addition to the above, the jobholder will be expected to comply with any reasonable instructions, which may be issued by the Company from time to time.
- Conduct vehicle inspections weekly,monthly
- Help and support lead generation.
- Assist and conduct MyRentokil training sessions if required. Conduct on site pest awareness training if requested by the client.
It should be emphasised that this is a field role and the expectation is that supervisors will spend 4 full days a week in the field with service staff fulfilling the above functions and maintaining a high level of morale.
Behavioural
- Good interpersonal Skills
- Tenacity and resilience to stress
- Initiative/ proactive
- Integrity/reliability
- Strong ownership & responsiveness
- High energy levels (action orientated)
- Goal setting and achievement
- Self confident/assertive/passionate
- Problem solving skills/solution driven
- Lateral thinker
- Organizational and planning skills
Skills
- Matric/equivalent
- Specialist Jobs: Fumigation, ULV, Thermal fogging, Birds, Termites, HACCP
- HD Customer standards, YUM, BRC, AIB, etc
- Minimum 3yrs experience in Service industry / Industry Knowledge advantageous
- Customer Care experience advantageous
- Valid unendorsed driver’s license
- Above average communication skills (written/verbal/non-verbal)
- Excellent Communication Skills
- Excellent Negotiation Skills
- Numerical acumen
- Computer literacy
Qualifications:
- Matric/ Grade 12
- Full NCPC (ESSENTIAL)
- Specialist Jobs: Fumigation, ULV, Thermal fogging, Birds, Termites, HACCP (ESSENTIAL)
- Valid Code 08 licence (ESSENTIAL)
- HD Customer standards, YUM, BRC, AIB, etc (ESSENTIAL)
Benefits:
Are you interested? Here's what you can expect when you join us...
A number of benefits including:
- Subsidised Medical Insurance, Risk and Retirement funding
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 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!
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