Service Team Leader – Mombasa Branch at Rentokil Initial
Requirements:
- A
Vacancy has become available for the position of Service Team Leader in
our Kenya business, located in Mombasa. 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
Sales Trainee at Rentokil Initial
At Rentokil Initial, we believe in our “Promote from
Within” philosophy. We are looking for ambitious and driven individuals to
join our Sales Trainee Program, a fast-track initiative designed to build
our next generation of top-performing Sales Consultants.
This is not a typical entry-level job. It is a paid,
structured apprenticeship where you will be a key part of our strategic talent
pipeline. Think of yourself as a “Sales Consultant on the bench”—you
will be trained, mentored, and prepared to step directly into a full consultant
role as soon as a position opens in one of our key branches. We are investing
in you for the long term.
Your Journey with Us
Phase 1: The Training Program Your journey
begins with a comprehensive training program to build your skills in our
services and sales methodology. Following this, you will be given clear,
measurable assignments that contribute directly to our branch operations,
allowing you to learn and grow through hands-on experience.
Phase 2: The Goal – The Sales Consultant Role The
entire program is designed to prepare you for the responsibilities of a Sales
Consultant. In this future role, your mission will be to drive business growth.
Your key responsibilities will include:
- Identifying,
pursuing, and developing new business opportunities from existing and
potential customers.
- Upselling
and cross-selling our full range of services to meet client needs.
- Closing
sales by articulating solutions effectively and demonstrating superior
value over our competitors.
- Building
strong, lasting professional relationships aimed at retaining existing
clients.
- Serving
as a key source of market intelligence by monitoring and advising
management on competitor activity.
Requirements:
Essential Requirements:
- A
valid Driving License with driving experience is
considered a strong advantage. Please note that a license is
required for promotion to the Sales Consultant role, which includes a
company car.
- Proven
experience in a sales or customer-facing role with a demonstrated ability
to generate leads.
- Absolute
willingness and flexibility to be based in Nairobi, Mombasa, or
Nakuru.
Personal Attributes:
- An
unwavering ambition to build a long-term, successful career in sales.
- A high
level of self-drive, initiative, and a goal-oriented mindset.
- Resilience
and optimism in the face of challenges.
- Excellent
interpersonal and communication skills.
Education:
- A
formal degree or diploma is not a mandatory requirement.
If you have the drive, the experience, and the right attitude, we want to
hear from you.
Benefits:
We offer a competitive package that grows with your career.
- During
Your Traineeship:
- A
starting monthly salary of KES 25,000.
- Comprehensive Medical
Cover and WIBA.
- Upon
Promotion to Sales Consultant:
- Your
salary increases to KES 30,000 per month.
- You
will earn a lucrative sales commission of approximately
10% on contract sales.
- You
will be provided with a company car.
- You
will be enrolled in our pension scheme and life
assurance program.