Hire Controller

Sunbelt Rentals Careers; Manchester; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Generous holiday allowance

Life assurance

Retail discount scheme

Employee recognition awards

Company pension scheme

Job summary

Sunbelt Rentals in the UK is seeking a Hire Controller to deliver a best-in-class service, building relationships with customers and understanding what they do and need. You’ll manage enquiries with care and use product knowledge to support customers effectively.

Your days will be spent on telephone, email, and website requests; you’ll own orders from enquiry to post-hire feedback, upsell where appropriate, and ensure accurate, timely processing.

Qualifications

• Experience in customer service, ideally handling inbound orders and queries.
• Strong communication and relationship-building with customers.
• Comfortable using MS Office and learning new IT systems.
• Exceptional communication skills including negotiating and influencing.
• Comfortable using your own judgment and initiative to make decisions per policies and pricing.
• An effective team member with a collaborative approach.
• A flexible and adaptable approach in a fast-paced environment.
• Commitment to continuous improvement and suggesting process improvements.
• Good level of computer literacy in MS Office; eager to learn new IT systems.

Responsibilities

• Handle inbound customer enquiries by phone, email and website requests.
• Own orders from enquiry to post-hire feedback, ensuring a smooth customer journey.
• Upsell where appropriate to maximise value and profitability.
• Develop product knowledge to support customers and improve service levels.
• Collaborate with the team to deliver best-in-class service.

Skills

Customer service

Communication

MS Office

Upselling

Negotiation

Teamwork

Adaptability

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 the role of Hire Controller you'll be responsible for delivering a best-in-class service whilst using product knowledge and expertise to maximise upselling opportunities. Your days will be spent communicating with customers 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 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

Sunbelt Rentals is the leader in equipment rentals in the UK, Ireland, US and Canada - as well as specialist operations in Europe. We provide a range of solutions to every market and sector, including construction, industrial, energy, infrastructure, government and events. Our teams make the impossible possible and the unthinkable doable. Turning what if into what is.

Our people are at the heart of our values and they’re our greatest asset. We rely on you to look after our customers so in return, we take good care of you. We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect.

Your health, safety and wellbeing is really important to us. We’re raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. You’ll also be able to access a 24-7 employee assistance helpline, counselling services and financial wellbeing support.