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 DevelopmentListening 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.comOur family of businesses:Rentokil Pest Control is the worlds leading commercial pest control company who provide quality, diligent and friendly services to all our customers.We operate in 92 of the top 100 citiesWe are highly innovative and have leading technical and scientific expertise and our customers look to us for our knowledge and integrity.Although we dont 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 worlds 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 integrityAmbius 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 UKRequirements4 x vacancies has arisen for Customer Service AgentThe purpose of this role is to be the first point of contact for all new, prospective and existing customers. You will provide professional customer service through your learnt understanding of business services, products and procedures, accurately managing the clients expectation for the next steps. Wherever possible you will oblige the clients request and resolve as many issues as possible for the first time.Do you have what it takes? If you want to be considered for this role you will need:QUALIFICATIONS, EXPERIENCE & SKILLS

• Tertiary Education in a related field advantageous
• Minimum of 5 years experience in a similar role
• UK Customer Call Center experience essential
• Evidence of sufficient experience to demonstrate ability
• Strong values in customer service
• Good initiative and judgement skills
• Team player
• Customer Focus: excelling at customer service & able to build rapport
• Familiar with Data Protection Act
• Communication skills: both verbal and written including excellent telephone manner
• Ability to work in a hybrid environment

KEY WORK OUTPUTS and ACCOUNTABILITY

• Customer Service Complaint Handling Web & Chat Outbound Customer Feedback (Support)Performance Indicators

• Call Monitoring Scores
• Telephony Performance

• Volume of inbound calls handled
• Volume of outbound calls
• Average duration of calls

• Accuracy of log updates
• Complaints
• Customer Satisfaction
• Average speed to completion
• Call Monitoring Scores
• Speed of response to emails
• Email Response Accuracy
• Chat quality and responses
• Obtain scores for service provide and detailed feedback

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

• Hybrid Working

Equal OpportunityRentokil 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!