Pest Control Team- Leader

We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country. You would be supporting the business in EAST AFRICA - Nairobi Kenya in Pest control.

• Set individual and team service targets with Branch Manager to achieve business goals, including retention budgets and growth rates.
• Manage a team of Service Programmers, Supervisors, and Technicians; conduct regular performance reviews and take corrective actions as needed.
• Ensure team competence through training, supervision of new recruits, and ongoing coaching, including formal Technician Performance Assessments (TPA) and remedial training.
• Adhere to company policies such as OH&S, HR, and Security, maintaining accurate training records.
• Conduct Supervisory Quality Assurance checks at client sites, ensuring service quality and maintaining client relationships.
• Manage service scheduling to meet productivity targets, analyze reports, and maintain world-class service standards.
• Resolve customer complaints professionally, follow up to ensure satisfaction, and report competitor activities to management.
• Participate in customer retention strategies by conducting account reviews and ensuring prompt service responses.
• Maintain technician productivity, manage overtime and leave, and drive continuous KPI improvement.
• Hold regular team meetings and report performance to the Branch Manager.
• Ensure proper tools, equipment, chemicals, and safety gear are issued, maintained, and used correctly by trained personnel.
• Maintain valid qualifications and registrations for all technicians, promoting further training and managing records.
• Manage service data accurately using systems like iCABS/Progress, correcting and planning as required.
• Control service costs and resources in line with financial forecasts and targets.
• Oversee resource and asset management including fleet, manpower, stock, and risk mitigation with Branch Manager collaboration.
• Spend field time with service staff to boost morale and service quality.
• Coordinate with Accounts Receivable to monitor potential service terminations and support account management.
• Assist with complaint handling and customer retention processes to avoid terminations.
• Manage existing customer portfolios, negotiate contract value increases to meet gross margin targets, and build strong client relationships.
• Respond promptly to termination notices, gather client feedback, and attempt to reverse decisions.
• Prepare and submit daily activity and termination reports to management.
• Serve as the primary contact for all terminations, managing required actions efficiently.
• Attend Customer Retention, Sales, and Improvement meetings as needed.
• Perform additional duties as assigned by the supervisor.

Requirements:

Key Requirements

• Holding a diploma or degree in any business-related discipline.
• Experience in pest control is considered an advantage.
• Comprehensive understanding of the Company’s products and services.
• Demonstrated experience in leadership roles, especially in managing a service team.
• Strong dedication to the principles of service excellence, relationship building, teamwork, and customer focus.
• Effective negotiation abilities.
• Capability to mentor and develop team members.
• A client-focused, service-oriented approach.
• Energetic, self-motivated, and proactive behavior.