Hire Controller

Sunbelt Rentals Limited; Redcar; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Holiday allowance

Life assurance

Retail discount

Employee recognition awards

Company pension

Job summary

Sunbelt Rentals Limited is seeking a Hire Controller to manage customer interactions from enquiry to post-hire feedback, ensuring the highest standards of service. You will build strong relationships, understand customer needs, and drive upsell opportunities using product knowledge.

In this role you will join a FTSE100 company with a strong presence in the UK equipment rental sector, offering a comprehensive rewards package and opportunities for career development.

Qualifications

• Proven experience in a Customer Service role handling inbound order/sales enquiries.
• Experience in the hire or construction industry is advantageous but not essential.
• Experience in developing and using product knowledge to upsell and inform customers.
• Exceptional communication with negotiating and influencing skills.

Responsibilities

• Build relationships with customers and understand their needs over the phone, email, and website requests.
• Manage orders from enquiry to post-hire feedback and ensure a smooth customer journey.
• Use product knowledge to maximise upselling opportunities and improve service levels.
• Deliver a best-in-class service while complying with company policies and pricing structures.

Skills

Customer service

Communication

Relationship building

Negotiation

IT literacy

Tools

MS Office

IT systems

Job description

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 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.
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