Hire Desk Team Leader

Nationwide Platforms; Lutterworth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading provider of rental equipment in the UK is seeking a Hire Desk Team Leader to manage a team of Hire Desk Controllers. This role involves ensuring targets are met, supporting team workload, and managing customer inquiries. The ideal candidate will possess strong team management skills and experience in a busy contact center environment. This position promotes a customer-centric culture and is committed to fostering a diverse and inclusive workplace.

Qualifications

• Experience in managing a team with coaching abilities.
• Experience in a busy contact center with both inbound and outbound call handling.
• Experience in an end-to-end customer experience environment.

Responsibilities

• Line manage Hire Desk Controllers and ensure targets are met.
• Support the team with workload and incoming queries.
• Manage conversion of hire inquiries into orders.
• Monitor daily activity and ensure customer expectations are met.

Skills

Team management

Customer service

Sales and negotiation skills

Problem-solving

Job description

We have a new career opportunity for a Hire Desk Team Leader to join the team based at NCC in Birchwood, reporting to the Customer Service Manager. This position provides an exciting opportunity for direct line management and support to a group of Hire Desk Controllers who handle the end-to-end customer experience for a set portfolio of strategic customers.

Main duties include:

• Effectively line manage the Hire Desk Controllers, adopting a proactive approach to ensure that targets for revenue, conversion, productivity, contract accuracy, response times, and call/email quality are met consistently each month.
• Take an active role in supporting the team with workload and coordinate this, handling incoming queries and ensuring effective management of calls and inboxes throughout the day.
• Manage the conversion of hire enquiries into orders to ensure achievement of revenue targets and maximize all additional sales opportunities.
• Interpret and identify best solutions for customer requirements through your team, ensuring real-time capture of customer information.
• Monitor and promote accuracy of information entered to minimize customer issues and disputes and maximize business efficiency.
• Promote a customer service-centered culture through a sales service model where the customer is at the heart of everything we do to achieve company NPS benchmark.
• Monitor daily activity and take corrective action to meet customer expectations while liaising with other departments.
• Provide clear first-line leadership and direction for team members managing underperformance or improvement requirements in a timely manner.
• Deliver on a clear performance management/coaching framework linked to achieving targets and identify training and development needs.
• Deal with all customer escalations in a professional, efficient, and timely manner through to resolution.
• Review management information/reports and follow up on outputs with the team.
• Ensure compliance to legislative requirements and internal quality, health, safety, and environmental policies and standards.

Ideally, candidates will have experience in managing a team, with an ability to coach and develop, as well as experience working within a busy contact center with both inbound and outbound call handling.

• Experience in an end-to-end customer experience environment is preferable.
• Demonstrates a standard of selling and negotiation skills to maximize revenue through a sales-through-service approach.
• Ability to analyze and interpret reports to drive performance.
• Ability to establish credibility and be decisive, but able to recognize and support the preferences and priorities of the organization.

Nationwide Platforms, part of the Loxam Group, is the UK's leading specialist provider of Powered Access rental equipment. We prioritize our customers' safety and offer award-winning BlueSky Solutions and Training, as well as innovative equipment solutions.

We are dedicated to fostering a diverse, equitable, and inclusive workplace, where every employee feels respected, valued, and supported in their work environment.