Administration Co-ordinator

Vp plc; Manchester; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Annual bonus

Life Assurance

Share Save Scheme

Eye care vouchers

Cycle to Work

Health benefits

Discounts via Vp

Job summary

Vp plc is seeking a customer-focused Hire Desk professional to ensure queries from customers and suppliers are resolved promptly and accurately. You will conduct root cause analysis and contribute to continual improvements to reduce future issues, while supporting end-to-end processes that drive customer retention.

You will work with Hire Controllers and re‑hire suppliers, utilise systems such as Softco, Zendesk and CXone, and strive to meet or exceed KPI targets for query handling and margins.

Qualifications

• Proven experience delivering first-class customer service.
• Articulate communicator who is revenue-focused and team-oriented.
• Ability to prioritise, work under pressure and meet deadlines.

Responsibilities

• Respond to customer queries promptly and professionally within defined SLAs.
• Respond to supplier queries within defined SLAs.
• Conduct root cause analysis to prevent recurring issues and enable improvements.
• Help manage end-to-end processes to support customer retention.
• Aim to maximise queries resolved without credits and improve margins.
• Liaise with suppliers to provide seamless service and accurate invoicing.
• Record outcomes in the system and use notes to evidence the resolution.
• Achieve KPI targets for query volumes, value, and margins.
• Utilise systems like Softco, Zendesk, CXone, and G42 effectively.

Skills

Customer service

Communication

Prioritisation

MS Office

Tools

Softco

Zendesk

CXone

G42

Job description

Reporting into the VpRS Hire Desk Manager you will play a key role in ensuring all processes in relation to hire orders are followed correctly by both Hire Controllers and our Re‑hire Suppliers. You will be measured on managing customer queries in a timely manner, conducting root cause analysis and proposing business improvements to reduce customer queries and Vp invoice queries with suppliers.

Key Responsibilities

• Respond to customer queries in an effective, professional and timely manner defined within the set SLA’s
• Respond to supplier queries in an effective, professional and timely manner defined within the set SLA’s
• Carry out root cause analysis on all queries to ensure future credits for the same reasons are avoided and continual business improvements are made
• Ensuring the effective management of end to end processes as they play a key role in customer retention
• Match or surpass the target conversion rate from query to customer credit set by your line manager, always aiming to increase the number of queries that are resolved with no credit due
• Liaise effectively with suppliers in order to provide a seamless service to the customer
• Highlight orders where target margins aren’t achieved across all product categories and ensure processes are followed to increase the margin to Vp.
• Responsible for query resolution in a timely manner for the customer
• Accurate use of G42 to ensure customers are charged correctly and we pay suppliers correctly. Along with adding notes to evidence the outcome of the query
• Ensure you achieve the KPI’s set, examples: volume and value of queries / credits, average margin achieved
• Effective use of the systems we use to operate including but not limited to: Softco, Zendesk, CXone, G42
• Be conscious of personal Health and Safety and any H&S concerns should be raised with your line manager
• When it is considered necessary or appropriate by management you may be required to carry out any duties within your skill set and competence to assist the smooth running of the business

What We’re Looking For

• Proven experience of providing a first‑class customer service experience
• Articulate communicator, enthusiastic, revenue focused and thrives in a team environment
• Ability to prioritise workloads, work under pressure and to strict deadlines with a good attention to detail
• Microsoft skills: word, excel and outlook
• Desirable but not essential:Previous experience in working in the Hire Industry

What We Can Offer You

• 25 days + bank holidays
• Additional holiday purchase scheme
• Salary Sacrifice Pension scheme (auto-enrolment after 3 months, employee pays 5% + 3% Vp contribution)
• Annual bonus scheme
• Life Assurance cover- 3 x salary (from day 1)
• Share Save Scheme
• Eye care vouchers
• Recommend a Friend Scheme
• Learning & Development
• Potential study support for CICM qualification.
• Free tool hire
• Cycle to Work Scheme
• Flu vaccinations
• UNUM - Employee Assistance Programme
• Long Service Recognition Scheme
• My Vp discounts – a variety of discounts/rewards on thousands of well-known brands
• Discounts on HP products
• EE mobile contract discount offers
• Discounted gym
• Health Shield (discounted premiums on health care cash plan)
• Regit Assist 24/7 accident helpline

A Little Bit about Us

Established in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental. Our organisation encompasses seven prominent operating divisions: Airpac Rentals, Brandon Hire Station, ESS, Groundforce, TPA, Torrent Trackside, and UK Forks. Across these divisions, we proudly provide an extensive range of specialist products and comprehensive services tailored to various industries. Our offerings cater to diverse sectors such as construction, civil engineering, rail, water, oil and gas, outdoor events, and housebuilding. With a rich history and a commitment to excellence, Vp plc is your trusted partner for all your equipment rental needs.

Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.