Rentokil Initial Careers

Rentokil Initial

2 months ago

Full Time

Service Team Leader Rentokil Initial Mombasa Branch

Rentokil Initial plc employs 43,000 people across 83 countries offering the experience and expertise of a multi-national organisation, whilst retaining the agility and characteristics of a local business. As world leaders in Pest Control a...

The primary duty of this role is to guide, organize, and cultivate a driven team of individuals and teams, ensuring that they deliver exceptional service to our customers. Additionally, the role focuses on optimizing branch service performance and ensuring compliance with all internal and external policies and legislative regulations.

Your Day-to-day Responsibilities Will Include

Agree individual and team service targets with Branch Manager in order to deliver the Branch's/ Company's business goals.
Manage a team of service colleagues comprising Service Programers, Supervisors, and Technicians to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each direct report to direct performance against targets, including making appropriate interventions - such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure 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.
The Team Leader is responsible for maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment - documented process)
Participate in the support or re-training of personnel - (service, sales, QA & admin), as well as training / retraining of customer personnel on technical matters and material (products and service). (in collaboration with the Divisional Technical management team.)
Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year); and when required, do remedial service field training, with all service colleagues. Maintain accurate records of all coaching and training. Conduct a formal Technician Performance Assessments (TPA) at least once per year, and provide formal feedback to the service colleagues.
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.
Liaise with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any shortcomings.
Ensure all relevant company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc. - keep appropriate and accurate records of training / attendance.
Complete regular Supervisory Quality Assurance checks on client's premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective actions when necessary and conduct regular reviews with customer site management to assure maintenance of good client relationships. Formally record and report all QA visits on the system. Confirm Quantity - check KPI
Ensure that all customers are serviced on time by managing the Service Programmers and service team to achieve & exceed their productivity targets. Analyse and use service reports (e.g. manpower planning & productivity), taking the necessary steps to maintain a world class standard of service at all times.
Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customers' satisfaction is achieved. (CCM management). Evidence of competitor activity at the client level should also be recorded and communicated to the Branch Manager & Customer Retention Officer.
Customer Retention - actively participate in the business unit customer retention strategy, by personally conducting regular customer account reviews. In addition, ensuring that the service department and personnel respond to all service related customer enquiries in a prompt and appropriate manner, at all times.
Ensure that both individual technicians and the team maintain acceptable productivity levels (in alignment to Branch / Company Standards) including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI.
Ensure effective and timely communication across the team by holding regular team meetings (minimum monthly). Reporting on individual and team performances to the Branch Manager, with quarterly Technician Performance Assessments (TPA).
The Team Leader must be Health, Safety & Environmentally centric and compliant - able to create and maintain an environment which meets local HS&E standards, regulations and requirements.
Ensure that only the correct and approved tools for the job are made available, issued, maintained and replaced as necessary for the entire service team, and that each service colleague is properly trained in the correct, proper and safe use of all equipment, and that this competency is regularly checked and verified by the Supervisor. (Including vehicle, Personal Protective Equipment, Personal Protective Clothing, Respiratory Protective Equipment, & general equipment as applicable).
Ensure that only the correct and approved chemicals, from approved suppliers, are issued and used, in a safe and standard manner, in the rendering of quality service treatments on customer premises - in line with all Standard Operating Procedures and Safe Work Procedures.
Ensure that all direct reports, and Technicians' qualifications and registrations are relevant and valid at all times. Encourage all technicians to further their studies and improve their qualifications. Manage and administer records accordingly.
Manage and maintain service data - using all facilities, resources and reports available - to ensure accurate reporting, and system information (inputs and outputs). Take the necessary action to correct data, and plan as required. (iCABS / Progress)
Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.
Resource and asset management: Including: fleet, manpower, time, overtime, HR / IR matters, leave of absence, stock, preparations, store rooms, fixed assets, consumables, and utilities. Identify, manage and mitigate risks promptly and efficiently in collaboration with the Branch Manager.
Spend infield time with service staff / customer facing tasks - to maintain a high level of morale and quality

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

Relevant Tertiary Education advantageous
Excellent planning and organisational skills
3 years Supervisory / Management experience (preferably within the services sector)
Customer Care experience advantageous
Valid driver's license
Numerical acumen
Computer literate
Persuasiveness/good interpersonal skills
Hunter & Target Driven
Competitive nature with tenacity and resilience to stress
Integrity/reliability
Strong ownership & responsiveness
High energy levels (action orientated)
Self confident/assertive/passionate
Problem solving skills/solution driven
Strong demonstration of the values of service, relationships and teamwork
Be self- motivated and display a high energy level
Excellent planning and organisational skills
Team player with a collaborative style
Demonstrates the ability to take the initiative
Highly developed communication skills (written / verbal / non-verbal)
Ability to form strong customer relationships at all levels

MombasaKE

Bachelor

Customer Service

Rentokil Initial

2 months ago

Full Time

Sales Consultant Initial Nairobi( Medical Waste)

Key Responsibilities

Visit potential/existing customers to demonstrate all the services and products offered by the Company.
Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region
Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
Mediate the price increase process with the clients
Undertake debt collection and maintain your customers within agreed credit terms
Meet the desired and agreed sales target on a monthly basis
Maintain and manage a healthy sales pipeline and meet the calls per day target
Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
Carry out account management for allocated customers in line with procedure and best practice
Monitor the day-to-day commercial performance of each account within your territory.
Support the tendering teams with customer surveying and quotation process
Actively support the conversion of sales leads
Partake in and support marketing activities in line with the strategy
Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc
Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers

Critical Competencies

Establish SMART objectives for self and others
Be enthusiastic and work with energy to achieve company standards and goals
Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
Plan, organise and prioritise workload effectively Act Commercially

Requirements
Key requirements

A diploma or degree qualification in any business course
A good grasp of the Company's products and services
Minimum of 2 years experience in Direct or Field sales
Strong selling skills
Demonstrated ability to generate leads
Self-drive and initiative in current role
Valid driver's licence, with a minimum of 2 years experience
Any relevant tertiary education

Benefits

Base salary and Sales Commissions: Applicable as per Company Sales Commissions policy
Motor vehicle: To be arranged upon joining and can be retained beyond working hours after confirmation
Medical Cover: To be arranged immediately upon joining
Pension & Group Life Assurance Cover: To be arranged after confirmation
Quarterly Incentives - enhanced earnings - Half Yearly and FY Vacations Incentive trips
Promotional Opportunities

Desired Skills and Experience

B2B sales
B2c
Pest Control sales
Pest control
Cross selling
Fieldsales

NairobiKE

Bachelor

Business Development

Rentokil Initial

3 months ago

Full Time

Quality/Sales Associate Nakuru

Job Purpose

The purpose of this role is to ensure that our service teams deliver premium Washroom Hygiene service in accordance with the Service Level Agreements (SLA) as agreed upon with customers.
As QA representative, you have the responsibility of advising the clients on hygiene and housekeeping matters, as well as advising on instances where their washroom hygiene coverage is incomplete or inadequate, and lead to identification of additional need areas to ensure the customers get a total washroom solution. To this end you will have a sales target as set out by your Branch Manager.
You will ensure that there are effective and coordinated Quality Assurance activities in the Washrooms Department, and that timely actions are taken on matters that arise from service quality concerns by our customers. The position also plays a significant role in ensuring the business is living its Core Values of Service, Relationships, and Teamwork.

Key Responsibilities

Take stock of all sanitary units in the custody of the customers within your allocated route/zone.
Compare the supposed customer units iCABS against the actual number of units physically available at the customer premises to ensure accuracy of records
Maintenance of 100% accurate records of sanitary units within your area
Carry out QA inspections at customer premises noting any hygiene and housekeeping matters
Review quality assurance standards; observe existing policies and procedures, and interview personnel and customers to evaluate effectiveness of quality assurance program
Compile statistical data and write narrative reports summarizing quality assurance findings from client visits on relevant platform
Maintain current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring in relation to your clientele
Work closely with Washroom Technicians to ensure they offer a first class service to customers
Meet target number of QA monthly visits - 5 per day /110 per month
100% DSP updated by 10pm daily
QA reports generated are accurate and professionally presented
Identify and/or receive, and attend to all customer service and quality complaints within zone, and report on follow-up actions
Offer prompt and reliable response to customer complaints and give honest feedback to customers and colleagues.
Observe the ideals of the Customer and Colleague Promise
Review Customer Voice Counts (CVC) results for your area with the Manager and develop workable action plans to address all issues raised by customers within agreed timelines
Customer complaints are handled effectively and efficiently 24hrs
Nil follow up/repeat complaints by same clients
Client Retention budget met (monthly)
Customer Net Promoter Score (CVC) target met
Adhere to Company SHE policy
Knowledge, awareness & compliance with SHE regulations & guidelines
Budget Work Day Lost (WDL) & Lost Time Accidents (LTA) met
Liaise closely with the Manager to champion the launch of any QA initiatives intended to improve effectivenessVisit potential/existing customers to demonstrate all the services and products offered by the Company.
Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region
Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
Mediate the price increase process with the clients
Undertake debt collection and maintain your customers within agreed credit terms
Meet the desired and agreed sales target on a monthly basis
Maintain and manage a healthy sales pipeline and meet the calls per day target
Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
Carry out account management for allocated customers in line with procedure and best practice
Monitor the day-to-day commercial performance of each account within your territory.
Support the tendering teams with customer surveying and quotation process
Actively support the conversion of sales leads
Partake in and support marketing activities in line with the strategy
Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc
Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers

Critical Competencies

Establish SMART objectives for self and others
Be enthusiastic and work with energy to achieve company standards and goals
Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
Plan, organise and prioritise workload effectively Act Commercially

Requirements:

Key requirements

A diploma or degree qualification in any business course
A good grasp of the Company's products and services
Experience in quality assurance/ client retention minimum of 2 years experience in Direct or Field sales
Strong selling skills
Demonstrated ability to generate leads
Self-drive and initiative in current role
Valid driver's licence, with a minimum of 2 years experience
Any relevant tertiary education

NakuruKE

Bachelor

Business Development

Rentokil Initial

19 days ago

Closed

Service Team Leader

RequirementsA Vacancy has arisen for Service Team Leader in our Kenya business, based in Nakuru. The role's key responsibility is to lead, coordinate, and develop a highly motivated team of individuals and teams to ensure that they provide ...

Requirements

A Vacancy has arisen for Service Team Leader in our Kenya business, based in Nakuru. The role's key responsibility is to lead, coordinate, and develop a highly motivated team of individuals and teams to ensure that they provide world class service to our customers, and overall optimization of branch service performance whilst complying with all internal and external policy and legislative regulations.

Your day-to-day responsibilities will include:

Agree individual and team service targets with Branch Manager in order to deliver the Branch’s/ Company’s business goals.
Manage a team of service colleagues comprising Service Programers, Supervisors, and Technicians to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each direct report to direct performance against targets, including making appropriate interventions – such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure 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.
The Team Leader is responsible for maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment – documented process)
Participate in the support or re-training of personnel – (service, sales, QA & admin), as well as training / retraining of customer personnel on technical matters and material (products and service). (in collaboration with the Divisional Technical management team.)
Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year); and when required, do remedial service field training, with all service colleagues. Maintain accurate records of all coaching and training. Conduct a formal Technician Performance Assessments (TPA) at least once per year, and provide formal feedback to the service colleagues.
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.
Liaise with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any shortcomings.
Ensure all relevant company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc. – keep appropriate and accurate records of training / attendance.
Complete regular Supervisory Quality Assurance checks on client’s premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective actions when necessary and conduct regular reviews with customer site management to assure maintenance of good client relationships. Formally record and report all QA visits on the system. Confirm Quantity – check KPI
Ensure that all customers are serviced on time by managing the Service Programmers and service team to achieve & exceed their productivity targets. Analyse and use service reports (e.g. manpower planning & productivity), taking the necessary steps to maintain a world class standard of service at all times.
Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customers’ satisfaction is achieved. (CCM management). Evidence of competitor activity at the client level should also be recorded and communicated to the Branch Manager & Customer Retention Officer.
Customer Retention – actively participate in the business unit customer retention strategy, by personally conducting regular customer account reviews. In addition, ensuring that the service department and personnel respond to all service related customer enquiries in a prompt and appropriate manner, at all times.
Ensure that both individual technicians and the team maintain acceptable productivity levels (in alignment to Branch / Company Standards) including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI.
Ensure effective and timely communication across the team by holding regular team meetings (minimum monthly). Reporting on individual and team performances to the Branch Manager, with quarterly Technician Performance Assessments (TPA).
The Team Leader must be Health, Safety & Environmentally centric and compliant – able to create and maintain an environment which meets local HS&E standards, regulations and requirements.
Ensure that only the correct and approved tools for the job are made available, issued, maintained and replaced as necessary for the entire service team, and that each service colleague is properly trained in the correct, proper and safe use of all equipment, and that this competency is regularly checked and verified by the Supervisor. (Including vehicle, Personal Protective Equipment, Personal Protective Clothing, Respiratory Protective Equipment, & general equipment as applicable).
Ensure that only the correct and approved chemicals, from approved suppliers, are issued and used, in a safe and standard manner, in the rendering of quality service treatments on customer premises – in line with all Standard Operating Procedures and Safe Work Procedures.
Ensure that all direct reports, and Technicians’ qualifications and registrations are relevant and valid at all times. Encourage all technicians to further their studies and improve their qualifications. Manage and administer records accordingly.
Manage and maintain service data – using all facilities, resources and reports available – to ensure accurate reporting, and system information (inputs and outputs). Take the necessary action to correct data, and plan as required. (iCABS / Progress)
Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.
Resource and asset management: Including: fleet, manpower, time, overtime, HR / IR matters, leave of absence, stock, preparations, store rooms, fixed assets, consumables, and utilities. Identify, manage and mitigate risks promptly and efficiently in collaboration with the Branch Manager.
Spend infield time with service staff / customer facing tasks - to maintain a high level of morale and quality

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

Relevant Tertiary Education advantageous
Excellent planning and organisational skills
3 years Supervisory / Management experience (preferably within the services sector)
Customer Care experience advantageous
Valid driver’s license
Numerical acumen
Computer literate
Persuasiveness/good interpersonal skills
Hunter & Target Driven
Competitive nature with tenacity and resilience to stress
Integrity/reliability
Strong ownership & responsiveness
High energy levels (action orientated)
Self confident/assertive/passionate
Problem solving skills/solution driven
Strong demonstration of the values of service, relationships and teamwork
Be self- motivated and display a high energy level
Excellent planning and organisational skills
Team player with a collaborative style
Demonstrates the ability to take the initiative
Highly developed communication skills (written / verbal / non-verbal)
Ability to form strong customer relationships at all levels

NakuruKE

Bachelor

Customer Service

Rentokil Initial

4 months ago

Closed

Service Planner/Programmer Pest Control

Key Responsibilities:Offer exceptional leadership on all Pest Control service planning matters and support the Pest Control manager and service supervisors in all endeavours that are meant to improve service deliveryRequirementsKey requirem...

Key Responsibilities:

Offer exceptional leadership on all Pest Control service planning matters and support the Pest Control manager and service supervisors in all endeavours that are meant to improve service delivery

Ensure high productivity of the service team and that the state of service is maintained at an acceptable level.
Review and manage service routing and planning under the direction of the manager and in consultation with the supervisors, and ensure regular updates so that there is minimum time wastage
Peruse service cards and chemical usage details to generally assess proper usage of prep and all chemicals. Raise issues of concern noted to the service manager
Promote service staff lead generation and carry out cross selling activities to customers in your database to support efforts by the sales colleagues.
Undertake telephone sales for residential clients that may come through enquiries and from old jobs or terminated contracts record
Offer professional customer service so that good customer relationships are maintained in bid to avoid contract terminations on poor service reasons.
Address on a timely basis cases of potential terminations under the guidance of the manager.
Enhance communication with customers through proper handling of telephone calls and quickly responding to any customer requirements
Offer precise service programming so that all services are rendered when due and are promptly processed in the service program (ICABS).
Take written instructions on installations, withdrawal of services and removal of any company assets from the service supervisor & manager and action accordingly when this happens
Ensure the use of ICABs is optimized through timely capturing of visits and terminations/ stop service, etc
Keep record of and remain accountable for Equipment for Rental where applicable under the direction of the manager.
Play a notable role in debt collection, stop service and service reinstatement. Liaise closely with the credit controller on state of client debt account in relation to servicing
Make timely and sound decisions regarding service planning and scheduling, keeping your supervisor & manager fully abreast
Take proactive action on Customer Voice Counts results as may be required on your part, and escalate serious matters to management
Participate in monthly reporting and report accurately key data such as number of complaints, terminations etc as may be required.
Have a keen interest in safeguarding company assets allocated to your department and report misuse to your manager/FD
Proactively support in price increase/contract renewal process, by drafting and coordinating distribution of related letters & correspondences
Filing of contracts/service cards accurately
Safe handling of service cards to ensure these are available at all times, neatly stored and archived to enable easy retrieval
Play a key role in H&S and report promptly any H&S incidences to the manager and senior management
Promote the improvement, enhancement and achievement of agreed client retention rate.
Support staff development programs at the department by working closely with the department seniors and HR
Undertake any other tasks as may be directed by Management

Requirements

Key requirements

A diploma or degree qualification in any business course
A good grasp of the Company's products and services
minimum of 2 years experience as pest control supervisor
Strong selling skills
Demonstrated ability to generate leads
Self-drive and initiative in current role
Any relevant tertiary education

Benefits

Base salary
Medical Cover: To be arranged immediately upon joining
Pension & Group Life Assurance Cover: To be arranged after confirmation
Promotional Opportunities

MombasaKE

Bachelor

Business Development

Rentokil Initial

5 months ago

Closed

Service Planner/Programmer Pest Control

Key Responsibilities:

Offer exceptional leadership on all Pest Control service planning matters and support the Pest Control manager and service supervisors in all endeavours that are meant to improve service delivery

Ensure high productivity of the service team and that the state of service is maintained at an acceptable level.
Review and manage service routing and planning under the direction of the manager and in consultation with the supervisors, and ensure regular updates so that there is minimum time wastage
Peruse service cards and chemical usage details to generally assess proper usage of prep and all chemicals. Raise issues of concern noted to the service manager
Promote service staff lead generation and carry out cross selling activities to customers in your database to support efforts by the sales colleagues.
Undertake telephone sales for residential clients that may come through enquiries and from old jobs or terminated contracts record
Offer professional customer service so that good customer relationships are maintained in bid to avoid contract terminations on poor service reasons.
Address on a timely basis cases of potential terminations under the guidance of the manager.
Enhance communication with customers through proper handling of telephone calls and quickly responding to any customer requirements
Offer precise service programming so that all services are rendered when due and are promptly processed in the service program (ICABS).
Take written instructions on installations, withdrawal of services and removal of any company assets from the service supervisor & manager and action accordingly when this happens
Ensure the use of ICABs is optimized through timely capturing of visits and terminations/ stop service, etc
Keep record of and remain accountable for Equipment for Rental where applicable under the direction of the manager.
Play a notable role in debt collection, stop service and service reinstatement. Liaise closely with the credit controller on state of client debt account in relation to servicing
Make timely and sound decisions regarding service planning and scheduling, keeping your supervisor & manager fully abreast
Take proactive action on Customer Voice Counts results as may be required on your part, and escalate serious matters to management
Participate in monthly reporting and report accurately key data such as number of complaints, terminations etc as may be required.
Have a keen interest in safeguarding company assets allocated to your department and report misuse to your manager/FD
Proactively support in price increase/contract renewal process, by drafting and coordinating distribution of related letters & correspondences
Filing of contracts/service cards accurately
Safe handling of service cards to ensure these are available at all times, neatly stored and archived to enable easy retrieval
Play a key role in H&S and report promptly any H&S incidences to the manager and senior management
Promote the improvement, enhancement and achievement of agreed client retention rate.
Support staff development programs at the department by working closely with the department seniors and HR
Undertake any other tasks as may be directed by Management

Requirements
Key requirements

A diploma or degree qualification in any business course
A good grasp of the Company's products and services
minimum of 2 years experience as pest control supervisor Strong selling skills
Demonstrated ability to generate leads
Self-drive and initiative in current role
Any relevant tertiary education

Benefits

Base salary
Medical Cover: To be arranged immediately upon joining
Pension & Group Life Assurance Cover: To be arranged after confirmation
Promotional Opportunities

MombasaKE

Bachelor

Business Development

Rentokil Initial

5 months ago

Closed

1 X Credit Controller

The purpose of this role is to manage the debt collection process in a manner where customer relations are built but also ensure that the cash collection targets as per budget is delivered in respect of the allocated portfolio, and to ensure that this is done effectively, in compliance with all applicable policies and procedures This role will effectively manage the incidence of bad debt, maintaining this at a level which is at least consistent with budget assumptions.

Your day-to-day responsibilities will include:

Carry out debt collection and consistently meet and maintain collection targets, including the targeted number of effective calls per day
Keep a log of all correspondences with customers by updating your debtors register with relevant commentary every time. Complete all required actions of the Dunning Process timely
Maintain a realistically low incidence rate of bad debt in line with the monthly targets, by ensuring no rollover
Anticipate developments, and identify accounts that may require special attention and flag them early
Handle disputed accounts by collecting all relevant information and documents to reconcile customer queries
Undertake reconciliations, and compile documentation and necessary reports for necessary action by management
Maintain accurate individual records and performance statistics for the debtors in your portfolio
Obtain sufficient information to assess the risk of new and existing customers
Work within guidelines provided and as per the Credit Policy, and report to the AR Team leader
Close liaison with all colleagues in service and sales to ensure effective coordination of collection activity, sarong of client information,the target being timely collections and query resolution
Provide accurate advice on debt management, queries, VAT issues etc
Involvement in the reconciliations analysis of ledger accounts and invoicing history
Liaise with invoicing team on Credit Control queries for prompt resolution
Ensure all relevant details are provided to the rider to facilitate collection without unnecessary problems
Undertake ad-hoc responsibilities as required

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

Relevant Tertiary Education advantageous in a business field
Proficient in English - written and spoken
Credit Control skills is an added advantage and experience minimum 1 year
Customer Care experience advantageous
Numerical acumen
Computer literate
Integrity/reliability
Strong negotiation skills
Persuasive
Strong ownership & responsiveness
High energy levels (action orientated)
Self confident/assertive/passionate
Problem solving skills/solution driven
Strong demonstration of the values of service, relationships and teamwork
Be self- motivated and display a high energy level
Excellent planning and organisational skills
Team player with a collaborative style
Demonstrates the ability to take the initiative
Highly developed communication skills (written / verbal / non-verbal)
Ability to form strong customer relationships at all levels

NakuruKE

Bachelor

Accounting

Rentokil Initial

5 months ago

Closed

Quality/Sales Associate

Job Purpose

The purpose of this role is to ensure that our service teams deliver premium Washroom Hygiene service in accordance with the Service Level Agreements (SLA) as agreed upon with customers.
As QA representative, you have the responsibility of advising the clients on hygiene and housekeeping matters, as well as advising on instances where their washroom hygiene coverage is incomplete or inadequate, and lead to identification of additional need areas to ensure the customers get a total washroom solution. To this end you will have a sales target as set out by your Branch Manager.
You will ensure that there are effective and coordinated Quality Assurance activities in the Washrooms Department, and that timely actions are taken on matters that arise from service quality concerns by our customers. The position also plays a significant role in ensuring the business is living its Core Values of Service, Relationships, and Teamwork.

Key Responsibilities

Take stock of all sanitary units in the custody of the customers within your allocated route/zone.
Compare the supposed customer units iCABS against the actual number of units physically available at the customer premises to ensure accuracy of records
Maintenance of 100% accurate records of sanitary units within your area
Carry out QA inspections at customer premises noting any hygiene and housekeeping matters
Review quality assurance standards; observe existing policies and procedures, and interview personnel and customers to evaluate effectiveness of quality assurance program
Compile statistical data and write narrative reports summarizing quality assurance findings from client visits on relevant platform
Maintain current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring in relation to your clientele
Work closely with Washroom Technicians to ensure they offer a first class service to customers
Meet target number of QA monthly visits - 5 per day /110 per month
100% DSP updated by 10pm daily
QA reports generated are accurate and professionally presented
Identify and/or receive, and attend to all customer service and quality complaints within zone, and report on follow-up actions
Offer prompt and reliable response to customer complaints and give honest feedback to customers and colleagues.
Observe the ideals of the Customer and Colleague Promise
Review Customer Voice Counts (CVC) results for your area with the Manager and develop workable action plans to address all issues raised by customers within agreed timelines
Customer complaints are handled effectively and efficiently 24hrs
Nil follow up/repeat complaints by same clients
Client Retention budget met (monthly)
Customer Net Promoter Score (CVC) target met
Adhere to Company SHE policy
Knowledge, awareness & compliance with SHE regulations & guidelines
Budget Work Day Lost (WDL) & Lost Time Accidents (LTA) met
Liaise closely with the Manager to champion the launch of any QA initiatives intended to improve effectivenessVisit potential/existing customers to demonstrate all the services and products offered by the Company.
Communicate effectively to customers, giving precise solutions and presenting quotations in a most articulate manner
Upsell, cross-sell, identify and develop new business from existing customers to increase the service range within the region
Close sales and convince clients why services offered by the Company are superior and beneficial to what the competition offers
Mediate the price increase process with the clients
Undertake debt collection and maintain your customers within agreed credit terms
Meet the desired and agreed sales target on a monthly basis
Maintain and manage a healthy sales pipeline and meet the calls per day target
Take charge of the improvement and achievement of the agreed client retention rate by building and maintaining strong professional client relationships aimed at retaining existing clients.
Carry out account management for allocated customers in line with procedure and best practice
Monitor the day-to-day commercial performance of each account within your territory.
Support the tendering teams with customer surveying and quotation process
Actively support the conversion of sales leads
Partake in and support marketing activities in line with the strategy
Create and maintain a customer database by keeping complete records of all activities regarding customer visits, complaints etc
Daily liaison with other members of the service teams to provide information and ensure that customers receive excellent customer service
Note and advise management on market intelligence including activity by competitors to ensure company services and products remain readily available and preferred by customers
Critical Competencies
Establish SMART objectives for self and others
Be enthusiastic and work with energy to achieve company standards and goals
Monitor the progress of objectives and take action to ensure delivery to agreed timescales, and cost
Plan, organise and prioritise workload effectively Act Commercially

Requirements
Key requirements

A diploma or degree qualification in any business course
A good grasp of the Company's products and services
Experience in quality assurance/ client retention
minimum of 2 years experience in Direct or Field sales
Strong selling skills
Demonstrated ability to generate leads
Self-drive and initiative in current role
Valid driver's licence, with a minimum of 2 years experience
Any relevant tertiary education

Benefits

Base salary and Sales Commissions: Applicable as per Company Sales Commissions policy
Motor vehicle: To be arranged upon joining and can be retained beyond working hours after confirmation
Medical Cover: To be arranged immediately upon joining
Pension & Group Life Assurance Cover: To be arranged after confirmation
Quarterly Incentives - enhanced earnings - Half Yearly and FY Vacations Incentive trips
Promotional Opportunities

MombasaKE

Bachelor

Business Development

Rentokil Initial

6 months ago

Closed

Client Retention Consultant

Key Responsibilities and Duties:

Customer Service Officer you are responsible for the following:

Monitor and manage suspension cases for customers in Kenya and Uganda by ensuring timely resolution and communication with relevant stakeholders.
Generate and analyse reports related to key account management activities in the East Africa region and thereafter provide insights and recommendations to improve customer relationships.
Allocate credit notes to the appropriate customer accounts accurately and promptly.
Keep track of pending termination cases and update the master list accordingly.
Prepare reports on terminations that have occurred within 12 months and analyse any reversal trends.
Collect and compile data related to Customer Voice Care (CVC) for monthly and quarterly reporting purposes.
Analyse and report on the reasons for customer terminations to identify potential areas of improvement.
Monitor and report on the issuance and handling of termination notices.
Generate reports on compliment tickets received from customers in the East Africa region.
Prepare comprehensive monthly reports covering all customer support tickets.
Report on suspensions related to new customer accounts in the East Africa region.
Prepare reports on customer complaints and track the resolution process.
Handle the processing of termination requests for customers in Kenya and Uganda.
Facilitate Customer Voice Care (CVC) calls with customers in Tanzania and Uganda.
Analyse and report on significant losses in the customer base for the East Africa region.
Participate in meetings to review and address debt suspension cases.
Attend weekly meetings to discuss the progress of key account management activities.
Participate in meetings focused on client retention strategies.

Ad Hoc Duties

Handle additional tasks and projects as assigned by the management.
Standing in for Customer Care Representatives
Provide support and assistance as a backup for Customer Care Representatives when needed.
Behinds Reviews with BMs and Programmers (Kenya and Uganda)
Collaborate with Business Managers and Programmers to review and resolve any outstanding issues in Kenya,
Uganda & Tanzania

Portfolio Rezoning:

Assist in the process of reorganising customer portfolios as required

Requirements

Bachelor's degree in Business Administration, Finance, or a related field.
Strong analytical and reporting skills.
Proficiency in Microsoft Excel and other data analysis tools.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Detail-oriented with a focus on accuracy.
Prior experience in account management, reporting, or customer service is preferred.

Benefits

Medical Benefit
Pensionable
Eligible for quarterly Bonus as per Company policy

Nairobi CityKE

Bachelor

Customer Service

Rentokil Initial

6 months ago

Closed

4 Pest Control Service Technician

Job Description
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, Sub Sahara 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 Uganda.

Requirements

A vacancy has arisen for a Pest Control Service Technician in our Kenyan business based in Nairobi. You must have a driver permit, and be able to drive.
The purpose of this role is to deliver pest control service in your allocated territory to the area customers and to inspect, treat and keep those customer premises pest free. You are responsible for advising the client on proofing and hygiene/housekeeping matters and of instances where their pest control coverage is incomplete or inadequate, by identification of actual, or the risk of, pest infestation. You are accountable for complying with the latest Health & Safety, Environmental and Pesticide usage regulations. In addition, all Rentokil Pest Control guidelines, manuals, booklets and printed correspondence should be adhered to at all times.

Your day-to-day responsibilities will include:

Deliver pest control service to the customers effectively as instructed by your supervisor.
Correctly recording programs and chemicals given to you and taking due care to ensure handling of chemical complies with the health and safety policies of the company.
Uphold honesty, in particular on client’s valuables and company assets and chemicals.
Maintain high productivity of service by ensuring to complete all allocated work in the week/month.
Review service routing and planning and regularly update your supervisor on any proposed changes so that all customers are attended to promptly and with minimum logistical costs as possible
Generate leads and cross selling activities by introducing our customers to new products and services available to support efforts by the sales department. You will have a sales leads target of 2 per month.
Handle the service cards carefully to ensure they are kept clean and submitted promptly to the office after the service.
Report promptly any Health & Safety incidents to the SHE Supervisor and senior management.
Participate in regular in house training whenever held and any other meeting that may be convened by your supervisor or management.
Adhere to company policies as explained by the YOU AND RENTOKIL booklet.
Comply with Rentokil Initial work ethics and in particular health and safety requirements.
Ensure company tools under your custody are appropriately used and are free from misuse and mishandling.
Keep your uniform clean, and personally maintain acceptable standards of cleanliness
Uphold to high standards of professional integrity and etiquette.

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

Relevant Tertiary Education advantageous in a business field
Driving licence, with good drving skills
Numerical acumen
Computer literate
Integrity/reliability
High energy levels (action orientated)
Excellent planning and organisational skills
Team player with a collaborative style
Demonstrates the ability to take the initiative
Highly developed communication skills (written / verbal / non-verbal)
Ability to form strong customer relationships at all levels
Ability to drive

Nairobi CityKE

Bachelor

Environment Energy