Customer Service Advisor

Sunbelt Rentals UK; Staines-upon-Thames; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Holiday allowance

Life assurance

Retail discount scheme

Employee recognition awards

Company pension scheme

Job summary

Sunbelt Rentals Limited. is looking for a Hire Controller to be the first point of contact for customers at the depot, managing enquiries and orders from start to post-hire feedback. You will build strong relationships and use product knowledge to maximise upselling opportunities.

The role requires excellent communication, a customer-service mindset, and the ability to thrive in a fast-paced, hands-on environment. Experience in hire or construction is advantageous.

Qualifications

• Proven experience in a Customer Service role, including handling order/sales enquiries and delivering transactions.
• Experience in hire or construction industry advantageous but not essential.
• Experience developing product knowledge and understanding Sunbelt's range.
• Excellent communication, negotiating and relationship-building with customers.
• Able to use judgment and initiative within company policies and pricing.
• Collaborative team member with supportive approach.
• Flexible, adaptable with ability to manage multiple tasks in a fast-paced depot environment.
• Proficient with MS Office and eager to learn new IT systems.

Responsibilities

• Welcome and assist customers visiting the depot.
• Handle inquiries via telephone, email, and website requests.
• Manage an order from enquiry to post‑hire feedback and take ownership of the customer journey.
• Build relationships with regular customers to ensure repeat business.
• Deliver best-in-class service and identify upsell opportunities.

Skills

Customer service

Hire industry

Product knowledge

Negotiation

Initiative

Team player

Multi-tasking

Process improvement

MS Office

Job description

About The Role

CUSTOMER SERVICES - IT’S A PEOPLE THING

Are you someone who can start a conversation in an empty room? One of those people who always manages to get things done, no matter how much there is to do? If the answer is yes and yes, there’s a place in our Customer Service team for you.

It’s not about what you know. It’s who you are. As a Hire Controller you’ll be doing one of the most important jobs in our business looking after our customers. Which means building relationships, getting to know what they do, how they do it, and most importantly, how we can help them do it better.

In this role you'll be responsible for delivering a best-in-class service whilst using product knowledge and expertise to maximise upselling opportunities. As the first point of contact, you will welcome and assist customers visiting the depot. Your days will be spent communicating with customers face to face, on the telephone, via email and responding to website requests. You’ll manage an order from enquiry to post‑hire feedback, taking ownership of the customer journey and building relationships with regular customers. You’ll enjoy thinking on your feet and using your initiative to ensure we deliver the very best experience for our customers and that we continue to improve our service.

This would be a fantastic opportunity for individuals from a customer service environment, ideally with industry experience, who would like to see and feel the impact of their work in a hands-on, highly operational, service-focused business.

What can we offer you in return?

You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider.We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.

• generous holiday allowance (with the opportunity to buy and sell annual leave)


• life assurance


• retail discount scheme


• employee recognition awards


• a great Company pension scheme.

About You

If you join the team we’ll provide you with everything you need and ensure you are equipped for success. We’ll talk to you about your training and personal development needs and what you’d like to do to further your career and support your future aspirations.

To succeed as a Hire Controller you will bring the following skill‑set and behaviours:

• 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

About Us

Why Sunbelt?

Whether it's construction sites, energy projects, government initiatives, or unforgettable events, Sunbelt Rentals deliver the equipment and expertise to move every industry forward. With our ambition to an employer of choice this makes Sunbelt Rentals an ideal destination for your next career move.

We are committed to the fair treatment of our staff, potential staff, and users of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependants, age, physical/mental disability, or offending background.

Having a criminal record will not automatically bar an individual from working with us. We judge each case on its own merits, taking into account the relevance of the conviction to the role, the circumstances, and the time passed since the offence.