Support Services & Customer Retention Officer at Rentokil Initial

Key Responsibilities and Duties:

Management

• Supports recruitment, training & performance of support services & Administration staff.
• Sets relevant objectives and performance indicators in order that both company policy and best practice protocol are adhered to.
• Regular reviews with the SS & administration teams to ensure high colleague engagement and enablement.
• Manage customer service & Retention team and ensure the quality of calls and target calls is met where this may be established.
• Undertake SWOT analysis of direct reports and determine appropriate business strategy to achieve agreed business KPIs

Organization & Leadership

• Manage time efficiently with the ability to prioritize.
• Maintains a close watch on people, performance & process in support services & Administration
• Gives clear direction using a range of personal skills with which to motivate people.
• Demonstrates genuine interest in the development of other staff members.

Property

• Maintains and supports the regional properties
• Supervise all related matters regarding property across the region, including contracts, filing and payment terms.
• Supervising the works of issuing/renewing all properties license's and registrations.
• Ensure all assets are registered and are compliant with law’s and company policy.
• Supervise and lead the process of searches for additional properties, negotiations, landlord relations, etc.

Licensing & Compliance

• Lead the licensing requirements of the business (Non Finance)
• Lead and ensure that all other certifications / governmental approvals are in place to comply with local laws including data protection across the region

Company Fleet

• Lead and supervise the process of vehicle purchases.
• Ensure that the vehicle's policy is followed properly.
• Ensures repairing and maintenance costs are kept minimal.
• Managing the database of the fleet and ensuring that data is updated on a regular basis.
• Supervise the process of renewing vehicles license and complying with local Laws
• Lead the process of renewing the motor insurance policy on a yearly basis in addition to adding/deletion requests.
• Supervise the process of selling the scrap/used vehicles as per company policy.

Capex Forecasts Plans

• Meets with Business managers to assess asset status, needs, risks, goals and progress.
• Reviews capex forecast reports on a monthly basis to find ways to reduce costs.
• Compiles and presents capex forecast reports to finance director and Managing Director
• Contributes to team efforts by accomplishing related tasks as needed.
• Prepare with Business Managers the Capex Forecasts Plan for the new physical year.

Procurement

• Supervising the process of purchases and ensuring complying with company policy and procedures.
• Ensure that all the vendors that the Company does business with are properly registered and are subjected to proper due diligence processes.
• Review suppliers rates/payment terms on a yearly basis and ensure the company gets the best rates in the market.
• Ensures costs are kept minimal by keeping control of Stationery, Phones Lines, Fuel, M&Cs, travel, property costs, etc.

Customer Retention

• Ensure that Net Promoter Score (NPS) outbound call KPIs are achieved each month
• Manage and oversee that Account Management portfolios are distributed as per correct Tier Functions
• Report activity vs KPI for all Key Stakeholders
• Track and monitor all incoming Complaints & Customer Termination Requests
• Track and Monitor customers on Suspension, Drive ROP
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors. Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Maintain CRM, Icabs and other portals that assist with customer satisfaction and internal service delivery

Projects & Change Management

• Responsible for planning and overseeing projects & change within the organization, from the initial ideation through to completion. coordinate people and processes to deliver projects on time, within budget and with the desired outcomes aligned to objectives.

Ad Hoc Duties

• Lead other administrative and support services duties, as required, by the senior management team.

Benefits

• Medical Benefit
• Pensionable
• Eligible for quarterly Bonus as per Company policy