Service planner at Rentokil Initial in Mumbai, Maharashtra, IN

Service Planner / Senior Service Planner | Rentokil PCI

Responsible for end-to-end service planning, scheduling, and coordination of pest control operations to ensure timely service delivery, customer satisfaction, operational efficiency, and achievement of branch performance targets.

Key Roles and Responsibilities

• Service Planning & Scheduling: Plan, organize, and manage daily, weekly, and monthly service schedules for technicians, covering routine contractual services, renewals, jobbing, call-outs, customer enquiries, and complaint visits. Ensure optimal resource allocation and on-time service execution while minimizing pending visits and service backlogs.
• Technician Allocation & Productivity: Allocate service jobs based on technician availability, territory knowledge, travel time, time spent at customer sites, routine service requirements, and business priorities. Monitor technician-wise productivity and efficiency KPIs, coordinate annual leave planning, and ensure service productivity targets are achieved. Assign jobbing work to route technicians only after completing their scheduled routine services.
• Service Performance & Compliance: Monitor daily service compliance, State of Service (SOS), branch performance, and technician-wise service trends. Review service reports with the Operations Manager (OM), Operations Executive (OE), and Branch Manager (BM), identify critical backlogs and performance gaps, and escalate unresolved issues for timely resolution.
• Customer Service & Complaint Management: Prioritize and coordinate renewal visits, customer enquiries, urgent call-outs, complaints, and service requests. Liaise with Sales and Operations teams to accommodate urgent appointments and scheduling changes, ensuring customers are informed promptly. Handle customer service complaints, termination notifications, and STOP Service requests effectively. Ensure call-out tickets are raised before complaints are assigned for service.
• Digital Systems & Service Companion Management: Develop and maintain proficiency in company systems, including iCABS, SCP, Service Companion, and other operational platforms. Ensure 100% activation and availability of Service Companion devices and maintain usage above 95%. Coordinate with the IT team regarding new user access, device issues, and system-related concerns.
• Data Management & Documentation: Maintain accurate and timely service records across dockets, log cards, service orders, visit documents, and other operational sources. Ensure correct consumption data and TOS entries in SCP to support accurate customer-wise account profitability reporting. Follow up on customer and technician feedback and maintain documentation integrity while supporting the transition from paper-based processes to digital service planning.
• Reporting & Analysis: Prepare and maintain daily, weekly, and monthly State of Service (SOS) reports, including priority reporting for Residential GSS SOS. Submit weekly pending-job and ageing-profile reports to the Assistant Branch Manager (ABM) or Branch Manager. Maintain monthly technician-wise performance trends, productivity data, complaint visibility, call-out records, and critical incident reports.
• Sales & Operations Coordination: Maintain effective communication and working relationships with Sales, Operations, service supervisors, technicians, branch management, customers, and internal support teams. Coordinate available service slots and scheduling adjustments for new sales, align service requirements, and ensure timely communication of operational issues to the appropriate management team.
• Territory & Route Optimization: Work with branch management to review and optimize service territories based on annual area revenue, travel time, time on site, and routine service requirements. Ensure balanced workload distribution and efficient use of technician resources.
• Safety & Escalation Management: Understand and follow company safety policies and Safety Risk Assessment (SRA) requirements. Ensure service-related issues, critical incidents, and unresolved operational concerns are escalated promptly to the appropriate management level.

Key Performance Indicators (KPIs)

• Achieve on-time service planning with zero pending services at the end of each month.
• Maintain 100% active Service Companion devices and usage above 95%.
• Minimize service backlogs and meet contractual service obligations.
• Achieve continuous improvement in State of Service (SOS) and meet assigned branch targets.
• Monitor technician-wise productivity, efficiency, and service compliance.
• Maintain accurate service data, documentation, and timely operational reporting.
• Ensure effective complaint handling and timely resolution of service issues.

Core Skills

• Service planning, scheduling, and resource allocation
• Operations coordination and workflow management
• Technician productivity and KPI monitoring
• Customer relationship and complaint management
• Data accuracy, documentation, and reporting
• Analytical thinking and problem-solving
• Territory and route optimization
• Communication, negotiation, and stakeholder management
• Digital systems proficiency and attention to detail
• Decision-making, organization, and adaptability in a dynamic service environment

Qualifications & Working Relationships

Graduate with 1–3 years of relevant team-management experience, basic computer proficiency, good communication skills, and knowledge of the assigned service territory. The role requires coordination with customers, Sales, Operations, technicians, supervisors, and business support functions, with occasional travel within the division as required.

Company Profile & Employee Benefits

Association with a UK-Based Multinational Corporation

• Opportunity to work with Rentokil PCI, part of the Rentokil Initial group, a UK-headquartered global business services company and a recognized leader in pest control and hygiene services.
• Exposure to international service standards, structured business processes, digital technologies, and global best practices.
• Opportunity to develop professional skills in a large, established organization with operations across multiple countries.
• Experience working in a professional corporate environment that emphasizes safety, integrity, innovation, learning and development, inclusion, and performance excellence.

Employment & Social Security Benefits

Subject to employment terms, eligibility, and applicable company policies, potential benefits may include:

• Provident Fund (PF): Retirement savings through eligible contributions by the employee and employer.
• Employees' State Insurance (ESIC): Medical care and other eligible sickness, maternity, disability, and related benefits under the ESI scheme.
• Gratuity: A statutory terminal benefit, subject to applicable eligibility conditions.
• Paid Leave: Eligible annual, casual, sick, and other leave as per company policy and applicable law.
• Job Stability: The opportunity to build experience and a career within an established multinational business.
• Learning & Development: Potential access to role-related training, digital systems, operational processes, and professional development initiatives.
• Career Advancement: Opportunities to develop expertise in service planning, operations coordination, productivity management, reporting, and leadership, subject to performance and available vacancies.
• Corporate Work Experience: Exposure to structured reporting, performance measurement, customer service standards, safety practices, and cross-functional teamwork.

Professional Growth & Future Opportunities

Working as a Service Planner / Senior Service Planner can strengthen expertise in service scheduling, resource allocation, technician productivity, customer relationship management, KPI analysis, digital operations, and service quality improvement. These transferable skills can support future applications for senior planning, operations coordination, service delivery, and operations management positions.