Client Experience & Upsell Specialist

Sunbelt Rentals Limited; Maidstone; On-site; GBP 23,000 - 28,000; Full time

Job summary

Sunbelt Rentals Limited in Maidstone, United Kingdom, is seeking a Hire Controller to deliver a best-in-class service, maximise upselling opportunities, and oversee the customer journey from enquiry to post-hire feedback.

You will handle customer contacts by phone, email, and website requests, build relationships with regular customers, and use product knowledge to provide accurate information and a smooth hire experience.

Qualifications

• Proven experience in a Customer Service role, preferably handling in-bound order/sales enquiries where you have used your skills and experience to successful complete transactions and satisfy customers
• Previous experience in the hire or construction industry would be advantageous but not essential
• Experience in developing and utilising product knowledge, eager to understand our product range and the wider Sunbelt business
• Exceptional communication skills including negotiating and influencing. You'll have the ability to engage and build relationships with both internal and external customers
• Comfortable using your own judgment and initiative to make decisions in line with our company policies and pricing structures
• An effective team member with a highly supportive, collaborative approach
• A flexible and adaptable approach, you'll enjoy a varied work day in a fast-paced operational environment where you'll manage multiple tasks, deadlines and targets whilst maintaining high standards of accuracy
• A commitment to continuous improvement, puts forward and acts on suggestions to improve processes and service levels
• A good level of computer literacy in MS Office packages. You'll embrace learning new IT systems and enjoy making the most of technology in your job role

Responsibilities

• Handle customer enquiries by phone, email, and via website requests to drive sales and ensure satisfaction
• Manage an order from enquiry to post-hire feedback, taking ownership of the customer journey
• Build relationships with regular customers to maximise loyalty and repeat business
• Identify upselling opportunities using product knowledge and pricing structures
• Collaborate with internal teams to ensure smooth processes and timely deliveries

Skills

Customer service

Inbound orders

Product knowledge

Communication

Negotiation

Team player

Flexibility

Process improvement

MS Office

Tools

MS Office

Job description

Sunbelt Rentals Limited in Maidstone, United Kingdom, is seeking a Hire Controller to deliver a best-in-class service, maximise upselling opportunities, and oversee the customer journey from enquiry to post-hire feedback.

You will handle customer contacts by phone, email, and website requests, build relationships with regular customers, and use product knowledge to provide accurate information and a smooth hire experience.