Hire Controller

Vp plc; Manchester; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Salary sacrifice pension

25 days holiday

Life Assurance

Share save scheme

Eye care vouchers

Cycle to work scheme

Job summary

Vp plc, a leading equipment rental group established in 1954, is seeking a customer service professional for the VpRS Hire Desk in Manchester. You’ll manage the full customer journey from quote to invoice, ensuring accurate pricing and timely responses to enquiries.

The role emphasises high service standards, strong communication and collaboration across divisions and suppliers. You will use systems like Softco, Zendesk, CXone and G42 to process orders, track delivery and ensure margins.

Qualifications

• Proven experience of providing first-class customer service (ideally telephone based)
• Articulate communicator, enthusiastic, revenue focused and thrives in a team environment
• Ability to prioritise workloads, work under pressure and to strict deadlines with attention to detail

Responsibilities

• Respond to customer enquiries in an effective, professional and timely manner defined within the set SLA’s
• Match or surpass the target conversion rate from quote to order set by your line manager
• Secure internal and external orders by understanding the customer and their markets to offer the best solution to their needs
• Liaise effectively with both Vp divisions and suppliers to provide a seamless service to the customer
• Ensure target margins are achieved across all product categories and processes are followed
• Responsible for the full customer journey from start to finish: the initial quote through to customer invoice
• Accurate use of G42 to ensure customers are charged correctly and we pay suppliers correctly
• Supporting documents to be added to the order in G42 such as POD and POC
• Ensure you achieve KPI’s set (revenue, margin, calls, emails/tickets)
• Effective use of systems including Softco, Zendesk, CXone, G42

Skills

Customer service

Communication

Teamwork

MS Office

Tools

Zendesk

Softco

CXone

G42

Job description

Reporting into the VpRS Hire Desk Manager, your main responsibilities will be to deliver high levels of customer service across external customers, external suppliers and internal colleagues. You will be measured on revenue growth, conversion of opportunities (quote to order), margin achievement and raising the profile of Vp Rental Solutions across the Vp divisions and our customers.

Key Responsibilities

• Respond to customer enquiries in an effective, professional and timely manner defined within the set SLA’s
• Match or surpass the target conversion rate from quote to order set by your line manager
• Secure internal and external orders by understanding the customer and their markets to offer the best solution to their needs
• Liaise effectively with both Vp divisions and suppliers in order to provide a seamless service to the customer
• Ensure target margins are achieved across all product categories and processes are followed
• Responsible for the full customer journey from start to finish: the initial quote through to customer invoice
• Accurate use of G42 (following the correct back to back process) to ensure customers are charged correctly and we pay suppliers correctly
• Supporting documents to be added to the order in G42 such as Proof of Delivery (POD) and Proof of Collection (POC)
• Ensure you achieve the KPI’s set, examples: revenue, margin, inbound / outbound calls, inbound / outbound emails / tickets resolved, queries, credits
• Effective use of the systems we use to operate including but not limited to: Softco, Zendesk, CXone, G42
• Be conscious of personal Health and Safety and any H&S concerns should be raised with your line manager

What We’re Looking For

• Proven experience of providing first-class customer service (ideally telephone based)
• Articulate communicator, enthusiastic, revenue focused and thrives in a team environment
• Ability to prioritise workloads, work under pressure and to strict deadlines with a good attention to detail
• Microsoft skills: word, excel and outlook
• Desirable but not essential: Previous experience in working in the Hire Industry

What We Can Offer You

• Salary sacrifice pension
• 25 days holiday, plus bank holidays
• Additional holiday purchase scheme
• Free Tool Hire
• Life Assurance cover 3x salary
• Share save scheme
• Eye care vouchers
• Recommend a friend scheme
• Learning & Development – commitment to upskilling and developing our people, structured in house training available alongside external training where required
• Cycle to work scheme
• Long service recognition
• My Vp discounts – a variety of discounts and rewards on thousands of well-known brands
• Discounts on HP products
• EE mobile contract discount offers
• Gym discounts
• Health Shield (discounted premiums on health care cash plan)
• Employee Assistance Programme
• Virtual GP Service
• Will Writing & Funeral Concierge Service
• Regit Assist 24/7 accident helpline – free joining

A Little Bit About Us

Established in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental. Our organisation encompasses twelve prominent operating divisions: Airpac Rentals, Brandon Hire Station, Hire Station, MEP Hire, ESS, Groundforce, TPA, Torrent Trackside, CPH, Vp Rail, Vp RS and UK Forks. Across these divisions, we proudly provide an extensive range of specialist products and comprehensive services tailored to various industries. Our offerings cater to diverse sectors such as construction, civil engineering, rail, water, oil and gas, outdoor events, and housebuilding. With a rich history and a commitment to excellence, Vp plc is your trusted partner for all your equipment rental needs.

Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.