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Interested? Take a look at our current vacancies at Rentokil Initial!
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.
Why Work as Customer Service Agent? - Rewards and Recognitions
What’s it like in the real world?
- 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.
Training
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
Don't just take our word for it! This is what our colleagues say...
"What I love about my job is, I am constantly busy doing something so my mind is always active. I come across new challenges everyday which expands my knowledge and I also enjoy building relationships with the managers I work with in my allocated areas for complaints." -- Jess Hopkins, Pest Control Complaints Agent![]()
"Definitely join the company, as by just working in a right way and doing your job right, you can improve personal working skills, become a better worker and person and develop own career." -- Julia Orlovskaja, Icabs and Telephony Senior![]()
We recruit Customer Service Agents in the following businesses:
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Customer Service Frequently Asked Questions
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Are there opportunities for hybrid or remote working?
Yes, our customer service roles operate a hybrid working model, involving two days a week in the office and three days working from home. These positions, based at our Birmingham or Leeds offices, are designed to offer flexibility and a better work-life balance while maintaining team collaboration.
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Do I need previous experience in a contact centre?
No, previous contact centre experience is not required. We prioritise a positive attitude, strong communication skills, and a willingness to learn. All new starters will receive comprehensive, paid training through an induction programme that covers customer service techniques and the technical systems necessary to succeed in the role from day one.
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What does a Customer Service Agent do?
A Customer Service Agent provides world-class service as the first point of contact for new, and existing customers. Working within a dedicated contact centre team, you will handle both inbound and outbound calls to resolve a wide range of queries. By using your understanding of all business services, products, and procedures, you will aim to resolve as many issues as possible at the first point of call while working with colleagues toward shared goals.
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What are the working hours of a Customer Service Agent?
Customer Service Agents typically work a 40-hour week, Monday to Friday, with shifts scheduled between 08:00 AM and 06:00 PM. Unlike field-based roles, these positions generally do not require weekend or bank holiday work, offering a stable schedule. While hours are largely fixed, some flexibility may be required depending on specific contact centre needs.
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What is the salary of a Customer Service Agent?
A Customer Service Agent typically earns a base salary between £24,000 and £25,000, with On-Target Earnings (OTE) ranging from £25,500 to £27,500. This includes performance bonuses of up to £1,920 per year and sales lead commissions. The package also features a performance-linked grading scheme, a contributory pension, and access to the "RI Rewards" retail discount programme.