Service Programmer-Nairobi

Rentokil Initial:

Rentokil Initial is a Global services company employing over 35,000 colleagues across 70 countries. The Company is at the cutting edge of technology and innovation as it strives to protect people and enhance lives, by controlling pests, improving hygiene and improving interior spaces with plants and scenting.

We are experts in the fields we operate in, investing in training, science, innovation and technology, and affording our employees Opportunities for Growth and Development

Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues.

We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Find out more on careers.rentokil-initial.com

Our family of businesses:

Rentokil Pest Control is the world’s leading commercial pest control company who provide quality, diligent and friendly services to all our customers.

We operate in over 65 countries and we are ranked in the top 3 in 63 of those.

We are highly innovative and have leading technical and scientific expertise and our customers look to us for our knowledge and integrity.

Although we don’t provide the most luxurious of services, this is certainly essential for all of our customers, and to make sure service happens.

Initial Hygiene is the world’s leading hygiene services company who provide quality, diligent and friendly services to all our customers. We operate in over 40 countries and we are ranked in the top 3 in 38 of those. We produce high quality, tailored hygiene product ranges for washrooms - across all sectors and industries where our customers look to us for our knowledge and integrity.

We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in the country. You would be supporting the business in EAST AFRICA - Nairobi Kenya in Pest Control Department.

Key Responsibilities

• Offer exceptional leadership on all Pest Control service planning matters and support the Pest Control manager and service supervisors in all endeavours that are meant to improve service delivery
• Ensure high productivity of the service team and that the state of service is maintained at an acceptable level. 
• Review and manage service routing and planning under the direction of the manager and in consultation with the supervisors, and ensure regular updates so that there is minimum time wastage 
• Peruse service cards and chemical usage details to generally assess proper usage of prep and all chemicals. Raise issues of concern noted to the service manager
• Promote service staff lead generation and carry out cross selling activities to customers in your database to support efforts by the sales colleagues.
• Undertake telephone sales for residential clients that may come through enquiries and from old jobs or terminated contracts record
• Offer professional customer service so that good customer relationships are maintained in bid to avoid contract terminations on poor service reasons.
• Address on a timely basis cases of potential terminations under the guidance of the manager.
• Enhance communication with customers through proper handling of telephone calls and quickly responding to any customer requirements
• Offer precise service programming so that all services are rendered when due and are promptly processed in the service program (ICABS).
• Take written instructions on installations, withdrawal of services and removal of any company assets from the service supervisor & manager and action accordingly when this happens
• Ensure the use of ICABs is optimized through timely capturing of visits and terminations/ stop service, etc
• Keep record of and remain accountable for Equipment for Rental where applicable under the direction of the manager.
• Play a notable role in debt collection, stop service and service reinstatement. Liaise closely with the credit controller on state of client debt account in relation to servicing
• Make timely and sound decisions regarding service planning and scheduling, keeping your supervisor & manager fully abreast
• Take proactive action on Customer Voice Counts results as may be required on your part, and escalate serious matters to management
• Participate in monthly reporting and report accurately key data such as number of complaints, terminations etc as may be required.
• Have a keen interest in safeguarding company assets allocated to your department and report misuse to your manager/FD
• Proactively support in price increase/contract renewal process, by drafting and coordinating distribution of related letters & correspondences
• Filing of contracts/service cards accurately 
• Safe handling of service cards to ensure these are available at all times, neatly stored and archived to enable easy retrieval
• Play a key role in H&S and report promptly any H&S incidences to the manager and senior management
• Promote the improvement, enhancement and achievement of agreed client retention rate.
• Support staff development programs at the department by working closely with the department seniors and HR
• Undertake any other tasks as may be directed by Management

Key requirements

● A diploma or degree qualification in any business course

● 2–5 years of experience in service planning, operations coordination, or a related role, preferably in the pest control industry.

● Understanding of Health & Safety (H&S) protocols related to pest control operations.

● Strong knowledge of pest control services, chemicals, and regulatory compliance

● Excellent verbal and written communication skills to interact with customers, supervisors, and management.

● Strong ability to plan, schedule, and coordinate service tasks effectively.

● Ability to proactively address service issues, customer concerns, and operational inefficiencies.

● Familiarity with service routing, planning, and scheduling tools such as ICABS or similar service management software.

● Valid driver's licence, with a minimum of 2 years experience