Hire Desk Controller

Job Title: Hire Desk Controller

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

Reporting to: Customer Service Manager

The Hire Desk Controller will be responsible for 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 strong relationships and high service levels. Your role will involve managing end-to-end hire processes to maximize revenue, meet profit targets, and maintain customer retention.

Benefits:

• Competitive Salary
• 25 days annual leave plus bank holidays
• Life Assurance
• Westfield Health Cash Plan
• Auto-enrolment pension scheme
• Lifestyle Benefits – discounts on selected high street stores

Responsibilities include:

1. Handle all inbound customer enquiries to resolution.
2. Open new accounts and onboard new customers.
3. Provide quotations and identify cross/up-selling opportunities using a sales-through-service approach.
4. Follow up on open quotes to drive regional revenue performance.
5. Accurately capture data during order entry to ensure seamless service and minimize disputes.
6. Understand and communicate product range to ensure customers get the right machine.
7. Build and maintain strong interdepartmental relationships for a collaborative, customer-focused environment.
8. Handle customer queries efficiently and cost-effectively.
9. Resolve or escalate customer issues to ensure satisfaction.

Ideal Candidate:

• Experience in inbound/outbound telephone-based account management, telesales, or customer service in a B2B environment.
• High customer focus and a proactive attitude.
• Excellent telephone manner, able to stay calm under pressure and build rapport.
• Decisive, credible, and able to support customer preferences and priorities.
• Team player with high energy and ability to collaborate across levels.
• Strong negotiation skills for securing viable commercial terms.
• Effective verbal and written communication skills.

Part of the Loxam Group, Nationwide Platforms is the UK's market leader in powered access, operating a fleet of 13,500 machines from 32 depots nationwide. Employing 1,100 staff, we value diversity and are committed to equal opportunities, safety, and employee wellbeing under our “Your Safety, Our Priority” programme.

For further information, please contact the Recruitment Team at 01455 206808 or [email protected]