Job Description
The incumbent will be required to lead, coordinate, and develop a highly motivated team of individuals and teams to ensure that they provide world-class service to our customers, and optimize branch service performance while complying with all internal and external policy and legislative regulations.
Education and Experience Required:
- Full National Certificate in Pest Control or equivalent.
- Strong planning, organisational, and prioritisation skills.
- Proactive, analytical, logical, and disciplined approach to problem solving.
- Self-motivated and ability to work unsupervised on own initiative.
- Excellent verbal and written communication skills, with the ability to converse at all levels.
- Good English language skills – both verbal and literate (additional language knowledge beneficial).
- Flexible, as the job may require travel and additional working hours.
- A valid driving license.
- A minimum of 5 – 8 years’ experience.
Knowledge, Skills, and Competencies:
- Excellent verbal and written communication skills.
- Understand and engage in contemporary and changing communication trends.
- Proficient in computer literacy, including the use of relevant software and reporting.
- Good people skills and relationship building.
- Time management.
- An innovator and creative.
- Good organisational and planning ability.
- Goal and deadline driven.
Key Areas of Responsibilities:
- Supervise a team of service colleagues to achieve agreed individual and (branch) team targets.
- Ensure that individuals and the team are competent and fully trained to the professional level required.
- Participate in the support of training of the company's personnel – (service, sales, and admin), as well as the customer personnel on technical matters and material (products and service).
- Conduct regular In-Field Coaching sessions and identify competency gaps, addressing these with remedial action.
- Ensure all relevant company policies and procedures are understood and adhered to by the service team (e.g. OHandS, Human Resources, Security Policy Compliance) and keep appropriate and accurate records.
- Complete regular Supervisory Quality Assurance checks on clients’ premises, maintaining appropriate service quality; intervene with appropriate corrective actions.
- Conduct regular reviews with customer site management to assure maintenance of good client relationships.
- Ensure that all customers are serviced on time by managing the service team to achieve and exceed their productivity targets. Analyze and use service reports (e.g. manpower planning and productivity), taking necessary steps to maintain a world-class standard of service.
- Ensure all customer complaints are resolved professionally, including following up to ensure resolution and that customer satisfaction is achieved.
- Create and maintain an environment that meets local HSandE standards, regulations, and requirements.
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