Customer Care Manager | Auckland

Are you a passionate leader who thrives on delivering outstanding customer experiences?

We are seeking a commercially focused and results-driven Customer Care Manager to lead our National Accounts function. This role is critical in ensuring the delivery of high-quality service to key clients while supporting revenue growth, retention, and long-term account value.

You will be responsible for optimising team performance, enhancing customer experience, and aligning service delivery with broader business and sales objectives. You will play a key role in strengthening client relationships, resolving complex issues, and identifying opportunities to improve efficiency, profitability, and customer retention.

Key Responsibilities

• Lead and performance-manage a high-performing Customer Care team, driving accountability and consistent delivery against targets
• Align service delivery with commercial objectives, supporting sales growth and customer retention strategies
• Manage key national accounts, ensuring strong relationships, service excellence, and value-driven outcomes
• Act as escalation point for complex customer issues, ensuring timely and commercially sound resolutions
• Drive customer retention and revenue protection through proactive engagement and solution delivery
• Analyse performance data and customer insights to inform strategic decision-making and continuous improvement
• Establish and monitor KPIs, SLAs, and quality standards to ensure consistent and measurable performance
• Optimise resource allocation and operational efficiency to maximise productivity and service outcomes
• Collaborate cross-functionally with Sales, Operations, and Finance to align customer strategies with business priorities
• Ensure compliance with company policies, regulatory requirements, and CRM data integrity standards

Skills & Experience

• Experience within the business services sector is preferred
• Minimum 2 years’ experience in a leadership role within customer care, account management, or a related field
• Proven track record in customer service and sales environments, with a strong focus on performance and outcomes
• Demonstrated ability to drive customer retention and support revenue growth
• Strong understanding of customer service frameworks, processes, and performance metrics
• Highly developed communication, negotiation, and stakeholder management skills
• Strong commercial acumen, with the ability to identify opportunities for efficiency and cost optimisation

Why This Role Matters

This is more than just a management role. It’s an opportunity to shape customer experiences, influence business outcomes, and lead a team that truly makes a difference. If you’re driven by results, passionate about people, and ready to take ownership of a high-impact role, apply now.

About us:

Rentokil Initial operates in New Zealand under the brands Rentokil, Initial and Ambius. As an international business services company, we employ over 68,000 employees in over 80 countries, bursting with passion and pride to make a positive difference for our customers and communities.

We hold strong to our values of Service, Relationships and Teamwork. What truly sets us apart is our people. We are a friendly and supportive team, driven by a passion to help protect people, enhance lives and preserve our planet every day.

Applicants must have the right to live and work permanently or long-term in New Zealand.
Successful candidates must complete a pre-employment assessment, including medical, reference, and criminal background checks, meeting Rentokil Initial's satisfactory criteria.