Hire Desk Controller (Out of Hours)

HSS ProService Marketplace; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Birthday off

Healthcare cashback

Hybrid working

Onsite gym

Training & development

Perks platform discounts

Flexible benefits

Job summary

HSS ProService Marketplace is seeking a Hire Desk Controller (Out of Hours) to support customers, suppliers and The Pros through night shifts in Manchester. You will own issues, make decisions, and ensure smooth equipment movements and accurate records overnight.

Ideal candidates will bring tool hire experience, strong customer service, and a proactive, collaborative mindset to deliver reliable service in a fast-paced environment.

Qualifications

• Experience in 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.

Responsibilities

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

Skills

Tool hire industry experience

Customer service experience

Logistics knowledge

Excellent communication

Multitasking

Resilience

Difficult conversations

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.

• 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.

If you have questions about the role or recruitment process, email [e-mail] and one of the team will help you out.

We’re on it. Together.

Always making it better.

We welcome your application even if you don't meet every single requirement. If you have any questions, email us at [e-mail] and one of our team will be happy to help.

We’re building a revolution!

Big ideas. Smart tech. Great people.

We’re building something new and having fun doing it. If you’ve got ideas, energy, and up for a challenge, you’ll fit right in.