What does a Customer Service Agent look like?

Our customer service agents are at the forefront of our business as the first point of contact when customers call in to our helpdesk. As the first point of contact for all new, perspective and existing customers you will provide World Class customer service the Rentokil Initial way through your understanding of our business services. You will be faced with a variety of calls on a daily basis and need to be self motivated to make sure every call has the same about of enthusiasm and confidence. Our aim is to make our Customer love us.

• Our customer contact centre is a very challenging fast paced environment but is very rewarding. The role of a customer service agent is telephone based throughout the whole day and is based in our UK contact centre in Birmingham.
• We work ​​Monday - Friday between the hours of 8am - 6pm. We do not work on weekends or bank holidays.
• Here at Rentokil Initial we are all about driving high performance and we firmly believe that the more you put into a job the more you will get out of it. There are opportunities for you to earn bonuses based on your individual performance and also opportunities for progression within the department.
• Our customers are hugely important to us so you will need to ensure we make our current clients / Customers feel valued at each interaction. You will be required to provide resolutions to customer queries and offer a “first time fix” where possible.
• Our customer are always are the forefront of everything that we do.

Our bespoke training plan covers all aspects of learning, no matter what type of learner you are our training plan is designed to help you become the best call centre agent you can be. New starters will have a dedicated training senior from start to finish of their learning journey:

On the Job

This is where the agent will sit with their buddy and learn the role inside out and see first hand the types of calls received on a daily basis. We feel that this is massively beneficial to our new starters.

E learning

Available to you 24-hours a day all agents have access to the U+ training facility where they will complete H&S modules and training courses. These are interactive and contain lots of tasks and tests to complete  for each section - this allows us to test understanding.

Assessments, Quizzes and Role Play Situations

These are all tools we use to help with agent development.

• Detailed Induction - Give you an extensive overview of all areas of the business and business history.
• Soft Skills Training - Show you how to improve a number of credentials necessary for the role.
• Refresher Sessions - A presentation will give you any information or refresher training needed.
• Cross Business Training