Hire Desk Controller

We're recruiting for an enthusiastic and organised Hire Desk Controller. This is an exciting opportunity to join a thriving, well respected brand, playing a pivotal role in ensuring smooth operations and delivering outstanding customer service.

Overview of role:
The Hire Desk Controller will be the first point of contact for all hire enquiries, managing incoming calls and emails, providing quotations, machine specifications and technical information. You will be responsible for converting enquiries into confirmed hires, coordinating availability with the service team, and supporting the sales team with customer requirements.

The role includes managing transport logistics for deliveries, collections, and demonstrations, maintaining accurate records, and raising hire contracts and off-hire requests.

You'll allocate jobs to drivers and maintain clear communication throughout the day to ensure timely deliveries. This role also involves processing payments via WorldPay, handling pro forma invoices, and providing exceptional service to new and existing customers.

Main responsibilities for the Hire Desk Controller:

• Respond to customer enquiries, providing accurate information, pricing, and product guidance to secure hires.
• Support the sales team by keeping them informed of updates and opportunities.
• Manage and resolve delivery and collection issues promptly.
• Maintain consistent communication with drivers and coordinate schedules.
• Work closely with the service department to align machine availability with demand.
• Manage off-hire processes and ensure clear communication with customers.
• Meet agreed KPIs and maintain high service standards at all times.
• Handle incoming queries professionally via phone and email.
• Actively participate in team meetings and contribute ideas for improvements.
• Escalate potential issues to management in a timely manner.
• Monitor credit control risks by ensuring attention to detail and accurate record keeping.

Skills, experience and attributes required:

• Proven ability to multitask in a fast-paced environment while staying calm and in control.
• Strong attention to detail; accuracy matters, especially with time-sensitive logistics.
• Scheduling or coordination experience is highly desirable but not essential.
• Confident learning and using systems quickly.
• Excellent communication and organisational skills.
• A natural problem solver who can think on their feet and resolve issues.
• Down-to-earth, confident, able to take ownership and make decisions.

What's in it for You?

Join a company that values its people and offers fantastic benefits, including:

A salary of £27,500 plus quarterly team bonus and annual bonus.

8:30 - 5pm Monday to Thursday, 4:30 finish Fridays.

Site based 5 days per week.

26 days of holiday plus bank holidays.

Pension, life assurance, and staff discounts.

Career development opportunities.