Hire Controller: Customer Service & Upsell Lead

Sunbelt Rentals Careers; West of England; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Flexible rewards package

Generous holiday allowance

Life assurance

Retail discount scheme

Employee recognition awards

Company pension

Job summary

Sunbelt Rentals is seeking a Hire Controller to deliver best-in-class service by managing the full customer journey from enquiry to post-hire feedback. You will build strong relationships, upsell where appropriate, and communicate across phone, email, and website channels.

You’ll join a fast-paced, hands-on team within the UK's largest equipment rental provider, backed by industry-leading benefits and a focus on continuous improvement.

Qualifications

• Proven experience in a Customer Service role with successful transactions.
• Experience in hire or construction industry is advantageous but not essential.
• Experience developing and utilising product knowledge to support customers.
• Exceptional communication skills including negotiating and influencing.
• Comfortable using judgment and initiative to make policy-aligned decisions.
• A collaborative, supportive team player who works well under pressure.
• Flexible and adaptable in a fast-paced, multi-tasking environment.
• Commitment to continuous improvement and process efficiency.
• Good level of computer literacy in MS Office.

Responsibilities

• Build relationships with customers and manage the end-to-end journey from enquiry to post-hire feedback.
• Maximise upselling opportunities while delivering best-in-class service.
• Handle customer communications via telephone, email, and website requests.
• Take ownership of orders and ensure accuracy, deadlines, and targets are met.
• Support regular customers and maintain high standards of customer care.

Skills

Customer service

Order handling

Negotiation

Communication

Product knowledge

Initiative

Team player

Adaptability

Continuous improvement

IT literacy

Tools

MS Office

Job description

Sunbelt Rentals is seeking a Hire Controller to deliver best-in-class service by managing the full customer journey from enquiry to post-hire feedback. You will build strong relationships, upsell where appropriate, and communicate across phone, email, and website channels.

You’ll join a fast-paced, hands-on team within the UK's largest equipment rental provider, backed by industry-leading benefits and a focus on continuous improvement.