Customer Solutions Specialist

HSS ProService Limited; Manchester; Hybrid; GBP 34,000 - 50,000; Full time

Benefits offered by this job

Flexible and hybrid working

Free onsite gym at head office

Training and development opportunities

Job summary

HSS ProService Limited is seeking a Hire Desk Controller to keep operations smooth for customers, suppliers and The Pros. You will own issues, decide quickly and collaborate across the business to simplify and improve processes.

You will manage customer requests, coordinate carriers, and resolve payment and contract-related concerns while driving margins. We value people who take ownership, communicate clearly, work collaboratively, and continually seek better ways to do things.

Qualifications

• Experience in the tool hire industry and familiarity with tools and processes.
• Strong customer service experience and logistics knowledge.
• Excellent communication skills for building lasting relationships.
• Proven ability to multitask and maintain high attention to detail.
• Resilience and tenacity to thrive in a fast-paced operational environment.
• Comfortable having difficult conversations and resolving customer issues.

Responsibilities

• Handle all customer requests within agreed SLAs and support logistics queries.
• Make recommendations to customers and support the ordering process.
• Coordinate third-party carrier movements to ensure timely deliveries.
• Handle customer payment issues and negotiate with suppliers to protect margins.
• Prioritise preferred suppliers in line with contracts to maintain positive margins.
• Educate customers on our divisions to enhance service value.
• Meet and exceed KPIs, including job completion rates and margins.

Skills

Tool hire industry experience

Customer service knowledge

Communication skills

Multitasking and attention to detail

Resilience and tenacity

Conflict resolution

Job description

A typical day as a Hire Desk Controller

No two days look exactly the same here, and that's part of what makes it work.

As a Hire Desk Controller, you'll play a key part in keeping things moving for our customers, suppliers and The Pros around you. You'll take ownership, solve problems properly, and work with people across the business to make things simpler, faster and better.

You'll be trusted to get stuck in, make decisions, and see things through.

What you'll be doing

• Handling all customer requests within agreed SLAs and supporting any logistics queries

• Making recommendations to customers and supporting the ordering process

• Coordinating third-party carrier movements to ensure timely deliveries

• Handling customer payment issues

• Prioritising preferred suppliers in line with contracts, aiming to maintain positive margins

• Negotiating with suppliers when needed to optimise contract costs

• Educating customers on our diverse divisions to enhance service value

• Meeting and exceeding key KPIs, including job completion rates and margins

What you'll bring

We're looking for someone who knows how to get things done and works well with others to make it happen.

You don't need to tick every single box, but you'll likely bring:

• Previous experience within the tool hire industry

• Strong customer service experience and logistics knowledge

• Excellent communication skills for building lasting relationships

• Proven multitasking abilities and attention to detail

• Resilience and tenacity to thrive in a fast-paced operational environment

• Comfortable having difficult conversations and experience resolving customer issues

Most importantly, you'll bring the mindset of a Pro:

• You take ownership

• You communicate clearly

• You work collaboratively

• You look for better ways to do things

• You see things through properly

What you'll get back

25 days holiday plus bank holidays

Your birthday off every year to spend how you want

Healthcare Cashback Plan with money back on things like dentists, opticians and sports massages

Flexible and hybrid working

Free onsite gym at head office

Training and development opportunities to keep growing your skills and career

Discounts and cashback through our perks platform

Flexible benefits including Holiday Buy

What it's like here

At HSS ProService, we're here to take the friction out of hire.

We've built a smarter, faster way for businesses to get the tools, equipment and materials they need. We connect customers with trusted suppliers through one simple online marketplace.

But what really makes it work is our people. The Pros.

The ones who step in, solve problems, keep things moving and make life easier for customers and each other.

We use technology, teamwork and bold thinking to make things simpler, clearer and better every day.

The Pros here are Progress Makers, Professionals, Problem Solvers and Proud of the work they do. People who take ownership, back each other, speak honestly and keep things moving.

That means:

• Say it. Own it. See it through.

• Bring in the people power.

• Be straight, be clear.

• Recognise the graft.

No big egos. No overcomplicated processes. Just good people doing good work together.

Different Perspectives, One Platform

We're not all the same, and that's what makes us stronger.

Great ideas come from different people, different experiences and different ways of thinking.

Whether you're starting out, changing careers or looking for your next move, if you've got the skills and the drive, we want to hear from you.

We're on it. Together.
Always making it better.