Hire Desk Controller

Hire Safe Solutions Ltd; Thurrock; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

26 days leave

Private medical insurance

Group life assurance

Pension 10% match

Job summary

Hire Safe Solutions Ltd is seeking a proactive Hire Desk Controller in Thurrock to coordinate customer enquiries, sales support, engineering, and transport teams. You will manage quotes, contracts, and scheduling while ensuring accurate records and compliant service.

In this role, you will collaborate with BDMs to identify growth opportunities, provide timely updates, and support tender submissions. Strong communication and organisation are essential for maintaining high customer satisfaction.

Qualifications

• Strong customer service and communication skills.
• Experience in the hire industry (powered access, plant, or tool hire preferred).
• Proficiency with hire desk systems, CRM software, and Microsoft Office.
• Ability to work under pressure, multitask, and meet deadlines.
• Strong organisational and problem-solving skills.
• Knowledge of powered access equipment and industry regulations (e.g., LOLER, PUWER) is desirable.
• Full UK driving licence may be advantageous.

Responsibilities

• Handle inbound & outbound calls, emails, and online requests for equipment hire.
• Answering incoming calls within 3 rings.
• Provide accurate information on product knowledge to assist with machine selection, equipment availability, pricing, quotations, and hire terms.
• Build strong relationships with customers, ensuring repeat business and loyalty.
• Maintain accurate records in the App to support account visibility.
• Work closely with BDMs to understand customer needs, preferences, and growth opportunities.
• Provide regular updates on account activity, upcoming renewals, and potential issues.
• Participate in joint account reviews to align service delivery with sales strategy.
• Assist with tender/submission documentation.
• Assist with completing sales reports where required.
• Act as the primary internal contact for assigned Business Development Manager (BDM) accounts, ensuring smooth day-to-day management.
• Handle quotations, hire contracts, and scheduling for BDM.
• Process hire contracts, extensions, and off-hires using the App.
• Coordinate with transport teams to schedule deliveries and collections.
• Liaise with engineers to ensure equipment is serviced, compliant, and ready for hire.
• Produce and maintain a manual complete contract file, containing all relevant paperwork including signed delivery and collection notes.
• Responsible for organising the training of customers where required and ensures we operate under the IPAF training centre scope.
• Support with compliance of the IPAF Training centre requirements.
• Assists in the preparation of IPAF Training centre audits.
• Use the App to log enquiries, track orders, and generate reports.
• Support the introduction of automation tools to streamline invoicing, scheduling, and compliance documentation.
• Ensure digital records are accurate and up to date for audits and reporting.
• Monitor KPIs such as response times, contract accuracy, and customer satisfaction.
• Ensure consistent service standards across all customer touchpoints.
• Identify opportunities to improve efficiency and reduce downtime through better scheduling and predictive maintenance.
• Comply with all SHEQ procedures.
• Ad hoc departmental duties to be covered for absences/holidays.

Skills

Customer service

Communication

Hire industry experience

CRM software

Microsoft Office

Organisation

Problem-solving

LOLER/PUWER knowledge

Driving licence

Tools

Hire desk systems

CRM software

Microsoft Office

Job description

Reporting to the Hire Desk Team Lead, the Hire Desk Controller acts as the central link between customers, the sales team, engineering, and transport departments. This role ensures that powered access equipment is hired out efficiently, safely, and profitably, while maintaining high levels of customer satisfaction.

The Hire Desk Controller is the hub of operations, balancing customer needs, fleet availability, and logistics while leveraging technology and automation to deliver consistent, efficient, and high-quality service. This role supports sales through upselling, cross-selling, and excellent service.

Duties

Customer Service & Enquiries

• Handle inbound & outbound calls, emails, and online requests for equipment hire.
• Answering incoming calls within 3 rings.
• Provide accurate information on product knowledge to assist with machine selection, equipment availability, pricing, quotations, and hire terms.
• Build strong relationships with customers, ensuring repeat business and loyalty.
• Maintain accurate records in the App to support account visibility.

Collaboration with BDMs

• Work closely with BDMs to understand customer needs, preferences, and growth opportunities.
• Provide regular updates on account activity, upcoming renewals, and potential issues.
• Participate in joint account reviews to align service delivery with sales strategy.
• Assist with tender/submission documentation.
• Assist with completing sales reports where required.
• Act as the primary internal contact for assigned Business Development Manager (BDM) accounts, ensuring smooth day-to-day management.
• Handle quotations, hire contracts, and scheduling for BDM.

Hire Desk Operations

• Process hire contracts, extensions, and off-hires using the App.
• Coordinate with transport teams to schedule deliveries and collections.
• Liaise with engineers to ensure equipment is serviced, compliant, and ready for hire.
• Produce and maintain a manual complete contract file, containing all relevant paperwork including signed delivery and collection notes.
• Responsible for organising the training of customers where required and ensures we operate under the IPAF training centre scope.
• Support with compliance of the IPAF Training centre requirements.
• Assists in the preparation of IPAF Training centre audits.
• Use the App to log enquiries, track orders, and generate reports.
• Support the introduction of automation tools to streamline invoicing, scheduling, and compliance documentation.
• Ensure digital records are accurate and up to date for audits and reporting.

Quality & Efficiency

• Monitor KPIs such as response times, contract accuracy, and customer satisfaction.
• Ensure consistent service standards across all customer touchpoints.
• Identify opportunities to improve efficiency and reduce downtime through better scheduling and predictive maintenance.
• Comply with all SHEQ procedures.
• Ad hoc departmental duties to be covered for absences/holidays.

Required Skills & Experience

• Strong customer service and communication skills.
• Experience in the hire industry (powered access, plant, or tool hire preferred).
• Proficiency with hire desk systems, CRM software, and Microsoft Office.
• Ability to work under pressure, multitask, and meet deadlines.
• Strong organisational and problem-solving skills.
• Knowledge of powered access equipment and industry regulations (e.g., LOLER, PUWER) is desirable.
• Full UK driving licence may be advantageous.

The Company

At Hire Safe Solutions, we’re proud to be a leading provider of powered access solutions and related products for working at height. Since our founding in 2013, we’ve built a reputation for being honest, reliable, and responsive.

We strive to be the most respected powered access provider by delivering exceptional service, uncompromising safety, and innovative solutions that elevate our customers’ success and set new standards across the industry.

We’re passionate about our customers, our team, and the power of innovation. Our business is constantly evolving to meet the changing needs of our clients and to stay ahead in a dynamic market.

Safety is at the heart of everything we do. With curious minds and a forward-thinking approach, we’re committed to being at the cutting edge of powered access technology. Our fast-paced, collaborative environment thrives on purposeful communication and genuine interest in our customers and their businesses.

We take pride in helping businesses deliver their projects successfully - offering expert guidance and tailored solutions so they can focus on what they do best: growing and making money.

When our customers succeed, we succeed. When our people grow, our business grows with them.

Why work with us

We're a fast-growing, people-first business where ideas turn into action and doing things right is how success is built.

• 26 days annual leave + bank holidays
• Private medical insurance & health cash plan
• Group life assurance, critical illness cover & income protection
• Pension - employer match up to 10%