Customer Experience Executive

Are you passionate about delivering best in class customer experiences and helping frontline teams lift performance through smarter ways of working?

We have an exciting opportunity for a Customer Experience Executive to join our National Customer Service Excellence Team. This role is ideal for someone who enjoys supporting branches and contact service teams through internal sales, retention, continuous improvement and first level support for change across customer service activities.

Reporting to the Customer Service Excellence Manager, you will play a key role in driving consistent high quality customer engagement across the business. You’ll support teams to deliver strong customer outcomes while also contributing to sales growth, customer retention and best practice standards.

This is a great role for someone with strong attention to detail, a customer first mindset and a commitment to maintaining a high standard in everything they do.

What you’ll be doing

• Support branches and frontline teams to improve internal sales performance, retention and customer satisfaction outcomes.
• Provide first level support for customer service change initiatives, including:
• Soft skills uplift and coaching support
• System changes and adoption
• Process improvements and efficiency opportunities
• Conduct quality monitoring and provide meaningful feedback through evaluation, calibration and performance insights.
• Support complaint resolution management by investigating issues, identifying solutions and escalating where required.
• Help ensure consistent delivery of excellent customer service through fast, accurate responses and adherence to best practice.
• Work closely with Customer Service Leaders to support team targets and business deliverables.
• Support the Customer Service Excellence Manager with customer experience projects, including communication, rollout and implementation.
• Maintain accurate performance data including customer satisfaction, conversions, cancellations and interaction trends, providing insights and improvement recommendations.

What we’re looking for

To be successful in this role, you will bring

• Experience in a contact centre environment (team leader/supervisor experience desirable)
• A strong understanding of customer experience concepts and frontline performance drivers
• Proven ability to influence and support teams through change particularly in customer service behaviours systems and processes
• A customer focused mindset with high attention to detail and quality standards
• Strong internal sales and retention awareness and an understanding of how service impacts commercial outcomes
• Excellent written and verbal communication skills
• Strong organisational skills with the ability to prioritise and manage competing demands
• A proactive, solutions focused approach and confidence working across teams and key people

At Rentokil Initial, we are proud to be the global expert in pest, hygiene and indoor plant care. What sets us apart is our people. We are a friendly and supportive team driven by a passion to help protect people, enhance lives and preserve our planet, every day. 

If you are a team player with strong administration skills and are looking to make the move to a global organisation with plenty of scope for growth and contribution to a multi-faceted organisation APPLY TODAY!

Employee Testimonials 

"I have been with Rentokil Initial for 15 years and they have always been there and supportive of me...so I have tried to carry that on as a manager myself."

Deb Morris

"I am really proud to work for Rentokil Initial and I have enjoyed working here for the last 11 years."

Sierra Warrington

“Rentokil Initial enables me to have a career where I feel valued but also gives me the opportunity to be a parent and have work-life balance.” 

Phillip Winkler