Hire Desk Controller (Out of Hours)

HSS ProService Limited; Manchester; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Birthday off

Healthcare cashback

Hybrid working

Free onsite gym

Training and development

Perks platform discounts

Holiday Buy

Job summary

HSS ProService Limited is hiring a Hire Desk Controller (Out of Hours) to ensure smooth hire operations for customers and suppliers. You will take ownership, resolve issues, and collaborate across the business to make processes simpler, faster and better.

Shifts run Monday to Thursday, 6:00pm–6:00am, with emphasis on accurate CRM updates, problem-solving and clear handovers to colleagues for seamless continuity.

Qualifications

• Previous experience in tool hire industry.
• Strong customer service and logistics knowledge.
• Excellent communication and relationship-building skills.
• Ability to multitask and pay attention to detail.
• Resilience in a fast-paced operational environment.

Responsibilities

• Manage hire requests, off-hires, extensions and breakdowns during out-of-hours operations.
• Act as a key point of contact for customer enquiries, urgent requests and ETA updates.
• Coordinate equipment movements with suppliers overnight.
• Monitor customer KPIs and maintain service levels throughout the shift.
• Ensure all documentation and CRM records are updated in real time.
• Proactively identify and resolve issues to minimise disruption and deliver a good customer experience.
• Provide detailed handovers to colleagues to ensure seamless continuity between shifts.

Skills

Customer service

Logistics knowledge

Communication skills

Multitasking

Resilience

Problem solving

Job description

A typical day as a Hire Desk Controller (Out of Hours)

Working Monday to Thursday, 6:00pm - 6:00am, no two days look exactly the same here, and that’s part of what makes it work.

As a Hire Desk Controller (Out of Hours), you’ll play a key part in keeping things moving for our customers, suppliers and The Pros around you. You’ll take ownership, solve problems properly, and work with people across the business to make things simpler, faster and better.

You’ll be trusted to get stuck in, make decisions, and see things through.

What you’ll be doing

• Managing hire requests, off-hires, extensions and breakdowns during out-of-hours operations.
• Acting as a key point of contact for customer enquiries, urgent requests and ETA updates.
• Working closely with suppliers and operational teams to coordinate equipment movements overnight.
• Monitoring customer KPIs and maintaining agreed service levels throughout the shift.
• Ensuring all documentation and CRM records are updated accurately and in real time.
• Proactively identifying and resolving issues to minimise disruption and deliver an excellent customer experience.
• Providing detailed handovers to colleagues to ensure seamless continuity between shifts.

What you’ll bring

We’re looking for someone who knows how to get things done and works well with others to make it happen.

You don’t need to tick every single box, but you’ll likely bring:

• Previous experience within the tool hire industry
• Strong customer service experience and logistics knowledge
• Excellent communication skills for building lasting relationships
• Proven multitasking abilities and attention to detail
• Resilience and tenacity to thrive in a fast-paced operational environment
• Comfortable having difficult conversations and experience resolving customer issues

Most importantly, you’ll bring the mindset of a Pro:

• You take ownership
• You communicate clearly
• You work collaboratively
• You look for better ways to do things
• You see things through properly

What you’ll get back

25 days holiday plus bank holidays

Your birthday off every year to spend how you want

Healthcare Cashback Plan with money back on things like dentists, opticians and sports massages

Flexible and hybrid working

Free onsite gym at head office

Training and development opportunities to keep growing your skills and career

Discounts and cashback through our perks platform

Flexible benefits including Holiday Buy

What it’s like here

At HSS ProService, we’re here to take the friction out of hire.

We’ve built a smarter, faster way for businesses to get the tools, equipment and materials they need. We connect customers with trusted suppliers through one simple online marketplace.

But what really makes it work is our people. The Pros.

The ones who step in, solve problems, keep things moving and make life easier for customers and each other.

We use technology, teamwork and bold thinking to make things simpler, clearer and better every day.

The Pros here are Progress Makers, Professionals, Problem Solvers and Proud of the work they do. People who take ownership, back each other, speak honestly and keep things moving.

That means:

• Say it. Own it. See it through.
• Bring in the people power.
• Be straight, be clear.
• Recognise the graft.

No big egos. No overcomplicated processes. Just good people doing good work together.

Different Perspectives, One Platform

We’re not all the same, and that’s what makes us stronger.

Great ideas come from different people, different experiences and different ways of thinking.

Whether you’re starting out, changing careers or looking for your next move, if you’ve got the skills and the drive, we want to hear from you.

We’re on it. Together.
Always making it better.