Customer Experience & Upsell Advisor

Sunbelt Rentals Careers; Maidstone; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Flexible rewards package

Generous holiday allowance

Life assurance

Retail discount scheme

Employee recognition awards

Company pension scheme

Job summary

Sunbelt Rentals in the United Kingdom is seeking a Hire Controller to deliver best-in-class customer service across inbound calls, emails, and website requests. You will own the customer journey from enquiry to post-hire feedback, building relationships with regular customers and maximizing upselling opportunities.

This hands-on, operational role requires proactive communication, initiative, and a collaborative approach within a fast-paced team.

Qualifications

• Proven experience in a Customer Service role, ideally handling inbound order/sales enquiries
• 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; ability to engage and build relationships with customers
• Comfortable using own judgment and initiative to make decisions in line with policies and pricing structures
• Effective team member with a collaborative approach
• Flexible and adaptable in a fast-paced operational environment managing multiple tasks and deadlines
• Commitment to continuous improvement and suggesting process enhancements
• Good level of computer literacy in MS Office; openness to learning new IT systems

Responsibilities

• Building relationships with customers and managing the journey from enquiry to post-hire feedback
• Delivering best-in-class service across telephone, email and website requests
• Maximising upselling opportunities through product knowledge and expertise
• Thinking on your feet to ensure the very best customer experience
• Handling multiple tasks and deadlines while maintaining high accuracy
• Working in a hands-on, operational, service-focused environment

Skills

Customer service experience

Phone and email communication

Product knowledge development

Negotiation & influencing

Decision making & initiative

Team player

Adaptability in fast-paced environment

MS Office literacy

Job description

Sunbelt Rentals in the United Kingdom is seeking a Hire Controller to deliver best-in-class customer service across inbound calls, emails, and website requests. You will own the customer journey from enquiry to post-hire feedback, building relationships with regular customers and maximizing upselling opportunities.

This hands-on, operational role requires proactive communication, initiative, and a collaborative approach within a fast-paced team.