Hire Desk Controller

Nationwide Platforms Ltd.; Leeds; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Life Assurance

Westfield Health Cash Plan

Pension scheme

Lifestyle benefits – discounts

Job summary

Nationwide Platforms Ltd. recruits a Hire Desk Controller to join our Customer Service Team in Leeds on a 12-month fixed-term contract. You will manage end-to-end hire processes, drive revenue, and build strong customer relationships while delivering high-quality service.

The ideal candidate has B2B telesales or customer service experience, excellent communication, and a proactive, energetic team approach. Salary and benefits accompany a path to reliable performance in a leading rental firm.

Qualifications

• Experience of inbound and outbound telephone-based account management, telesales or customer service in a B2B environment.
• Hard working with a high level of customer focus and the ability to build rapport.
• Excellent telephone manner under pressure and able to communicate clearly.
• Strong negotiation skills to secure viable commercial terms.
• Proactive, energetic team player able to collaborate across levels.
• Clear written and spoken communication with colleagues and customers.

Responsibilities

• Own all inbound customer enquiries from enquiry through to resolution.
• New account opening and onboarding of new customers.
• Provide quotations and identify cross/up-selling opportunities.
• Follow up open quotes to drive revenue within the region.
• Capture accurate data in the order entry process for seamless service.
• Understand and articulate the product range to match customer needs.
• Build interdepartmental relationships for a collaborative customer-focused environment.
• Deal with customer queries quickly, efficiently and cost effectively.
• Respond/Resolve/Escalate customer problems through to resolution.

Skills

Inbound & outbound calls

Customer service

Relationship building

Negotiation skills

Strong communication

Team player

Tools

Order entry process

Job description

We are currently recruiting for a Hire Desk Controller to join our Customer Service Team at our offices in Leeds.

This role is on a Fixed Term Contract for 12 months. Reporting to the Hire Desk Manager you will be responsible for actively contributing to the region’s performance through effective sales, customer service and administration. You will be the first point of contact for our customers, ensuring great relationships are built and a high level of service is always achieved. Through effective end to end hire management, you will contribute to maximising revenue, achieving profit targets, and ensuring customer retention is maintained. In return you will receive a Competitive Salary, 25 days annual leave plus bank holidays, Life Assurance, Westfield Health Cash Plan, Auto enrolment pension scheme & Lifestyle Benefits – discount on selected high street stores.

Responsibilities include:

• Own all inbound customer enquiries regardless of the enquiry type seeing them through to resolution.
• New account opening and onboarding of new customers
• Providing quotations and identifying any cross or upselling opportunities to customers using a sales through service approach.
• Follow up of open quotes to drive revenue performance within the allocated region
• Capture of accurate data within the order entry process to ensure a seamless service for our customers and to minimise disputes
• Understand and articulate product range (customer gets the right machine for the job).
• Build and maintain strong interdepartmental relationships, to ensure a collaborative customer focused working environment is achieved resulting in a positive customer experience
• Deal with all customers queries quickly, efficiently and cost effectively.
• Respond/Resolve/Escalate customer related problems or service issues owning through to resolution.

The ideal candidate will have/be:

• Experience of inbound and outbound telephone-based account management, telesales or customer service in a business-to-business environment
• Hard working with a high level of customer focus
• Excellent telephone manner with the ability to keep calm under pressure and build rapport with customers
• Ability to establish credibility act decisively, but able to recognise and support preferences and priorities of the customer
• Proactive, high energy team player, ability to work closely with colleagues at all levels.
• Able to demonstrate effective negotiation skills to ensure business is won on viable and competitive commercial terms
• Strong verbal and written communication skills, who can work will with colleagues and customers of all levels

Part of the Loxam Group, Nationwide Platforms are the UK's leading specialist provider of Powered Access rental equipment, with the largest and broadest fleet, local depots spread across the country and our wealth of experience partnering with companies in a variety of sectors including Construction, Warehouse & Distribution, Aviation, Facilities Management, Industrial Services, Telecoms and Media, our customers can depend on us to provide the right solution to support their every working at height need.

At Nationwide Platforms, your safety is absolutely our priority. Our award winning BlueSky Solutions and Training division offer our customers access to the latest and safest ways to work and through long standing partnerships with our manufacturers, we will always provide equipment that will lead the way to a safer industry. Some of our innovations include the award-winning secondary guarding systems and Harness ON, a range of pioneering Material Handling Attachments (MHAs), and the SkySentry control and monitoring system.

At Nationwide Platforms, we are dedicated to fostering a diverse, equitable, and inclusive workplace. We recognise that a variety of perspectives, experiences, and backgrounds is crucial to our success in the Powered Access industry. Our commitment is to ensure that every employee feels respected, valued, and supported in their work environment