Service Planner - Pest Control

About the Company

Rentokil Initial is an international services business with more than 35,000 people working across 70 countries. It focuses on protecting people and improving everyday life through pest management, hygiene solutions, and interior enhancements such as plants and scenting. The business invests in training, scientific know-how, innovation, and technology, and offers employees room to grow and develop.

The company emphasizes listening to feedback and acting on it to support both colleagues and customers. Fairness and equality are treated as core principles, and the organization is guided by values of Service, Relationships, and Teamwork.

Within its business portfolio, Rentokil Pest Control is a global leader in commercial pest management, operating in more than 65 countries and ranked among the top three in 63 of them. It is known for technical depth, scientific expertise, and dependable service. Initial Hygiene is another leading business in the group, serving customers in over 40 countries and ranked in the top three in 38 of them. The wider organization also includes central support teams in Human Resources, IT, Finance, Legal, and Marketing & Innovation.

This position supports the East Africa business in Nairobi, Kenya, within the Pest Control department.

Role Overview

The Service Planner will be responsible for coordinating service schedules, supporting branch-level planning activities, and helping ensure that field operations run efficiently. The role requires close collaboration with managers and supervisors to improve service delivery, maintain customer satisfaction, and keep operational records accurate and up to date.

Responsibilities

• Provide strong support on all service planning activities at branch level and assist the manager and service supervisors in improving delivery standards.
• Review and coordinate routing and scheduling with the manager and supervisors, keeping turnaround times efficient and minimizing wasted time.
• Make timely planning and scheduling decisions and keep the supervisor and manager informed of updates.
• Ensure services are programmed accurately and processed on time in the ICABS system.
• Follow written instructions from the service supervisor and manager regarding installations, service withdrawals, and removal of company assets, and take the necessary action.
• Help maintain high productivity within the service team and keep service standards at an acceptable level.
• Use ICABS effectively by capturing visits, terminations, stop-service actions, and related updates without delay.
• Arrange new installations and removals and record them correctly in ICABS.
• Deliver professional customer support to maintain strong relationships and reduce the risk of contract losses due to poor service.
• Handle customer calls efficiently and respond promptly to service-related requests.
• Act on Customer Voice Counts feedback as needed and escalate serious issues to management.
• Track and manage rental equipment under the manager’s direction and remain accountable for it where applicable.
• Support monthly reporting by accurately recording complaints, terminations, certificate data, joiners, and leavers.
• Maintain contract files properly so they are organized, archived, and easy to retrieve when needed.
• Assist with price increases and contract renewals by drafting and distributing related letters and correspondence.
• Prepare service schedules for high-dependency customers and communicate them to clients.
• Handle telephone sales opportunities that arise from enquiries, old jobs, or records of terminated contracts.
• Address possible contract terminations promptly under the manager’s guidance.
• Support efforts to improve and achieve the agreed client retention rate.
• Protect company assets assigned to the department and report any misuse to the manager or finance director.
• Contribute to health and safety compliance by reporting incidents quickly to management.

Requirements

• A diploma or degree in any business-related field.
• 2 to 5 years of experience in service planning, operations coordination, administration, or a similar role, preferably in pest control.
• Working knowledge of health and safety practices relevant to pest control operations.
• Solid understanding of pest control services, chemicals, and regulatory compliance.
• Strong verbal and written communication skills for interacting with customers, supervisors, and management.
• Ability to plan, schedule, and coordinate service activities effectively.
• Confidence in identifying and resolving service issues, customer concerns, and operational inefficiencies.
• Familiarity with routing, planning, and scheduling tools such as ICABS or comparable service management software.
• Strong planning, organization, and time-management skills.
• Excellent attention to detail and the ability to juggle several priorities at once.
• Good computer literacy and experience using operational systems.
• A positive, team-oriented mindset with strong problem-solving ability.
• Previous exposure to service coordination, logistics, customer service, or administration is an advantage.

What We Offer

• Base salary.
• Medical cover arranged immediately after joining.
• Pension and group life assurance arranged after confirmation.
• Quarterly incentives and enhanced earnings, plus half-year and full-year vacation incentive trips.
• Promotional opportunities.
• A chance to join a growing and energetic team.
• Exposure to a leading service organization.
• A collaborative workplace focused on service excellence.
• Opportunities for learning and professional growth.

Additional Information

The role requires careful management of service planning, customer communication, reporting, contract administration, and operational coordination. Strong focus is placed on productivity, accurate system usage, client retention, health and safety, and the protection of company assets.