About the job
Join Rentokil Initial, a leading global services company with a workforce of over 50,000 across 90 countries, specializing in pest control, hygiene, and enhancing indoor environments. We are committed to fostering a culture of equality, feedback, and continuous improvement through training and innovation. Our core values of Service, Relationships, and Teamwork are at the heart of everything we do.
Rentokil Pest Control is recognized as a top pest control provider globally, serving in over 90 countries and securing a position among the top three in 63 of them. Our focus is on delivering essential, innovative services backed by high technical expertise.
Initial Hygiene leads the way in hygiene services, operating in over 40 countries and ranking in the top three in 38. We provide customized hygiene solutions tailored to various industries.
The role of Service Team Leader is situated in Dar es Salaam, Tanzania, within the Initial Hygiene department, where you will play a pivotal role in managing and enhancing service delivery.
Key Responsibilities
- Establish individual and team service targets in collaboration with the Branch Manager to achieve business objectives.
- Oversee service team performance through regular assessments and necessary interventions.
- Ensure team training and supervision, particularly for new hires, to build competency.
- Conduct in-field coaching sessions and maintain accurate records; execute annual Technician Performance Assessments (TPA).
- Analyze TPA results to identify competency gaps and enforce adherence to company policies.
- Perform quality assurance checks to uphold service standards and enhance client relations.
- Manage service delivery and productivity metrics; efficiently resolve customer complaints.
- Engage in customer retention initiatives via account reviews and prompt service responses.
- Maintain optimal technician productivity levels and drive improvements in key performance indicators (KPIs).
- Facilitate regular team meetings and report performance metrics to the Branch Manager.
- Ensure compliance with the use of approved tools and chemicals, and maintain technician certifications.
- Oversee service data management for accurate reporting and effective resource allocation, including costs and inventory management.
- Coordinate with Accounts Receivable regarding potential client terminations and customer retention strategies.
- Develop and sustain professional relationships with clients, addressing termination notices promptly.
- Prepare daily activity and termination reports; lead communication related to client terminations.
- Participate in relevant meetings and assist the accounts receivable team in collection efforts.
- Perform additional duties as assigned by the supervisor.