Job Description

Rentokil Initial:

Rentokil Initial is a Global services company employing over 45,000 colleagues across 84 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 92 of the top 100 cities

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 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.

We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country.

You would be supporting the business in the UK

Requirements

A vacancy has arisen for 1 x Contact Center Agent UK

Rentokil Initial is a FTSE 100 Group with a small company feel. We are not your typical Call Centre - we want

our staff enjoy working here and you will find our people to be honest, approachable and outwardly friendly.

You will be a key member of the contact centre team, responsible for ensuring our agents provide world-class levels of service.

You will be responsible for evaluating agent performance, conducting regular coaching sessions, and identifying training needs across our bookings team. You will be the ultimate champion for agent

success, providing the feedback, tools, and strategic support needed to help our team confidently resolve

customer queries and hit their performance targets at the first point of call.

Do you have what it takes? If you want to be considered for this role you will need:

KEY WORK OUTPUTS and ACCOUNTABILITY

• Using our inhouse systems to record all customer enquiries
• Inbound and Outbound communication from potential new customers ( Booking surveys from all methods of contact. (Calls, emails, web chats etc)
• Working with the customer and operations to book in best date/time for property surveys
• Explaining the survey process, the benefits of using our business and taking payments for the survey fees at time of booking.
• Working towards agreed individual and team targets that result in bonuses for strong performance
• Providing excellent service, going above and beyond customer’s expectations on every single call
• Communicating effectively with customers, the field and other departments in order to resolve queries.

SKILLS and COMPETENCIES

• Ideally will have experience working in a fast paced call centre or customer service environment
• Minimum 3 year´s sales/customer service/lead generating/appointment setting experience where upselling is a KPI
• Minimum 1 year experience analyzing performance trends, conducting targeted coaching sessions, and
• supporting leadership in reaching department targets.

• Experience in moving underperforming agents up to meeting standard KPIs using various coaching methods
• Strong communication skills both oral and written
• Consistent achiever who is motivated to achieve targets
• Experience of dealing with people over the telephone
• Good Listening skills
• Computer literate with a good typing speed and someone who is comfortable using multiple systems
• Confidence in taking the lead in conversations, guiding warm prospects naturally into scheduling a survey
• Ability to work from home, this includes a dedicated workspace with suitable internet connection

QUALIFICATIONS & EXPERIENCE

• Grade 12
• 2-3 years of Contact Center senior experience

Benefits

Are you interested? Here's what you can expect when you join us...

• Hybrid Working

Equal Opportunity

Rentokil Initial is committed to achieving Diversity and Equity across the business.

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!