Contact Centre Senior Agent

Rentokil Initial Customer Contact Senior Agent

Join Our Team and Make a Difference!

We are currently seeking a Customer Contact Senior Agent to join our dedicated team at the Dudley branch. If you enjoy working in a fast-paced, customer-focused environment, this could be the perfect opportunity for you! This role is hybrid working with trips to our Birmingham office - approximately 2 per month. A degree of flexibility is required around working days and times.

Why Join Rentokil?

• Competitive Salary Package: Start with a basic salary of £29,440 per annum
• Expected OTE: £32,000 per annum, with bonus and commission schemes available.
• Benefits: RI Rewards, bonus scheme and progression opportunities.
• Relocation Package: Moving from more than 2 hours away? We may offer up to £5,000 to help you settle in.
• Work-Life Balance: Full-time, permanent role, Monday to Friday (40 hr week)
• Industry-Leading Training: Receive top-notch training to support our customers' needs.

The Customer Contact Senior Agent Role

As a Customer Contact Senior Agent , you will lead and help manage a team of administrators, supporting their management and progression, as well as day to day support with their role.

Key responsibilities include:

• To manage the department as understudy to the Team Manager with responsibility for the agents, particularly in their absence.
• Ensure all departmental objectives and KPI’s are worked towards and met.
• Build relationships with internal and external customers.
• Monitor, train and coach agents.
• Lead by example and act as ambassador for the department at all times.
• Maintain and drive a culture of continuous cost effective improvement and customer focus.

Requirements

Customer Contact Senior Agent Requirements:

• Consistently reached KPI’s within their current role for the last 3-6 months.
• 12 Months Experience as an agent.
• Familiar with the Data Protection Act and GDPR.
• Excellent people skills.
• Strong values in customer service.
• Takes initiative and uses discretion to act in the client and company's best interest.
• Good team player.
• Customer focus - excelling at customer service and being able to build rapport.
• It Skills - able to comfortably use all Google applications including Gmail, Calendar, Drive, Hangouts, Docs, Sheets, Slides and Forms.
• Communication - both verbal and written including an excellent telephone manner.

Benefits

Customer Contact Senior Agent Benefits:

• Additional opportunities to earn more with regular bonus and commission schemes.
• Salary grading system - linked to performance for those keen to develop their career within our business.
• Opportunity to contribute to a Private Healthcare scheme.
• Enrolment in our company pension scheme.
• Exciting discounts and cashback offers from over 3,000 retailers with RI Rewards.
• Leads Commission scheme available - although this isn’t a sales job, we appreciate and reward you for passing on sales leads.
• Employee Assistance Programme (EAP) - free to access and available 24/7 to you, your family, and friends.
• Long service recognition - includes an extra five days of annual leave entitlement after five years of service.
• Refer a Friend - earn up to £1,000 for referring someone to work for Rentokil Initial.

A Company Putting “People First”

Rentokil Initial (FTSE100) is one of the largest business services companies in the world, operating in over 90 countries and providing services that protect people and enhance lives. Rentokil is the world’s leading commercial pest control services provider, Initial is the world’s leading commercial hygiene services provider, and Ambius is the world’s leading provider of plants and scenting.

As a business, we focus on the Right People, doing the Right Things, and in the Right Way. We invest a lot of time and money in training and developing all our colleagues to be the best they can be, and we are always looking for talented and driven people to join our Rentokil Initial Family.

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Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here