Hire Desk Manager

HSS Hire Ireland; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading building services company in the United Kingdom is looking for a Hire Desk Manager to ensure excellent customer service and satisfaction across aviation accounts. The role involves creating strong relationships with customers and stakeholders, managing daily targets, and promoting the self-serve platform. Ideal candidates will have a background in customer service and communications, with knowledge of airport operations being a plus. This position offers training, holiday benefits, and a supportive culture.

Benefits

Holiday buy scheme

Personalized training and development

Discounts and cashback benefits

24/7 consultation and mental health support

Qualifications

• Experience in a customer service environment or similar.
• Excellent communication skills with both customers and colleagues.
• Some knowledge of Airport Operations and systems is preferred but not essential.

Responsibilities

• Provide excellent customer experience.
• Raise quotes, reservations, deliveries, and exchanges.
• Develop and maintain communication with customers and suppliers.

Skills

Customer service experience

Microsoft Office applications

Excellent communication skills

Ability to work on own initiative

Knowledge of Airport Operations

Job description

Hire Desk Manager
Heathrow
Permanent, full time

HSS ProService is shaking up the building services industry, with a game-changing online marketplace for tools, equipment and materials. Born from HSS Hire's legacy, we've evolved into a tech-first business, driving innovation, sustainability and bold digital solutions.

Ready to disrupt the norm and shape the future? Join us and build your career at the forefront of industry transformation.

What you’ll do:

You will focus on HSS’ relationship with our Aviation Key Account customers, to achieve customer service excellence at all times. Maintain disciplines that adhere to our customer’s instructions. Strive to guarantee customer satisfaction, whilst working as a collective team across the Key Accounts department.

• To personally always provide an excellent customer experience.
• Raise quotes, reservations, deliveries and exchanges in accordance with guidelines and assuring service level compliance at all times
• Develop & maintain lines of communication between the customer, suppliers and HSS to build lasting relationships.
• Liaise with stakeholders to elevate any issues internally or regarding the customer.
• To encourage and demonstrate a high level of teamwork to achieve results in line with the right first time, every time ethic.
• Release Key Account invoices daily alongside the Administration team, checking accuracy to minimise queries and credits.
• Attend team meetings as required.
• Review suspended contracts and resolve these issues daily.
• Chase quotations daily to drive revenue
• Assist with customer debt queries
• Answer all calls to meet or exceed 97% calls answered daily.
• Respond to all calls, e-mails and messages by the end of each day, in-line with agreed service levels.
• Use company Whatsapp to keep track of internal incentives
• Promote the HSS Proservice self-serve platform
• Treat all internal and external customers in professional and courteous manner at all times.
• Meet Key Account customers who visit the department as required
• Know your daily targets and strive to meet/exceed them
• Seek guidance from your Line Manager and seek all opportunities for self-development.

What you’ll bring:

• Experience in a customer service environment or similar.
• Experienced in Microsoft Office applications.
• Ability to work on own initiative.
• Commitment to providing excellent customer service.
• Excellent communication skills with both customers and colleagues.
• Some knowledge of Airport Operations and systems (ie ID Gateway) is preferred but not essential

What you’ll receive:

• Holiday buy scheme, of up to 5 extra holidays per year.
• Personalised training and development – you will get the opportunity to continuously further your career and complete courses suited to your role.
• Inclusive and innovative culture and great recognition.
• Discounts and cashback on our benefits site with a huge range of purchases including days out, restaurants, gym memberships, shopping, and lots more.
• 24/7 Consultation service, mental health support and a top healthcare cash plan saving money on dentistry, eye tests and more.

Our ED&I promise:

We are laying the foundation for a new era in the building services industry, creating a place where every voice helps build the future. No matter your background, if your contribution will help grow our business we want to hear from you.

We're committed to breaking down barriers and shaping a community that's as diverse as the ideas that power it. Here you belong, because a truly pioneering platform is one where everyone has the chance to contribute.