Client Success & Hire Controller

Sunbelt Rentals Careers; London Borough of Hillingdon; Remote; GBP 26,000 - 32,000; Full time

Job summary

Sunbelt Rentals is seeking a Hire Controller to join its Customer Service team at our London depot. You will be the first point of contact for customers, delivering a best-in-class service and identifying upselling opportunities while building strong relationships.

You’ll handle inquiries face-to-face, on the phone, by email, and via website requests, guiding orders from enquiry through post-hire feedback. A hands-on, proactive approach in a fast-paced, operation-driven environment is essential.

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

• Welcome and assist customers visiting the depot.
• Communicate with customers face to face, on the telephone, via email and responding to website requests.
• Manage an order from enquiry to post-hire feedback, taking ownership of the customer journey and building relationships with regular customers.
• Deliver a best-in-class service whilst using product knowledge and expertise to maximise upselling opportunities.
• Think on your feet and use your initiative to ensure we deliver the very best experience for our customers and that we continue to improve our service.

Skills

Customer service experience

Negotiation & influencing

Strong communication

Team player

Customer relationship building

Problem solving

Tools

MS Office

Job description

Sunbelt Rentals is seeking a Hire Controller to join its Customer Service team at our London depot. You will be the first point of contact for customers, delivering a best-in-class service and identifying upselling opportunities while building strong relationships.

You’ll handle inquiries face-to-face, on the phone, by email, and via website requests, guiding orders from enquiry through post-hire feedback. A hands-on, proactive approach in a fast-paced, operation-driven environment is essential.