Customer Experience & Upsell Specialist

Sunbelt Rentals UK & Ireland; Maidstone; On-site; GBP 22,000 - 28,000; Full time

Job summary

Sunbelt Rentals UK & Ireland is seeking a Hire Controller in Maidstone to deliver best-in-class service by managing customer enquiries from initial contact to post-hire feedback, building lasting relationships, and maximising upsell opportunities.

You will handle calls, emails and website requests, use product knowledge to support customers, and work with colleagues to ensure accurate orders, timely deliveries and high standards of service.

Qualifications

• Proven experience in a Customer Service role, handling inbound order/sales enquiries.
• Experience in the hire or construction industry would be advantageous but not essential.
• Experience 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 judgement 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

• Manage an order from enquiry to post-hire feedback, taking ownership of the customer journey.
• Build relationships with regular customers and develop a thorough understanding of their needs.
• Deliver a best-in-class service while using product knowledge to maximise upselling opportunities.
• Handle customer communications via telephone, email and website requests, ensuring accuracy and timeliness.
• Collaborate with colleagues to ensure smooth operations and high service standards.

Skills

Customer service experience

Communication skills

Relationship building

Problem solving

Multitasking

Teamwork

Tools

MS Office

Job description

Sunbelt Rentals UK & Ireland is seeking a Hire Controller in Maidstone to deliver best-in-class service by managing customer enquiries from initial contact to post-hire feedback, building lasting relationships, and maximising upsell opportunities.

You will handle calls, emails and website requests, use product knowledge to support customers, and work with colleagues to ensure accurate orders, timely deliveries and high standards of service.