Hire Desk Team Leader

Nationwide Platforms; Viewpark; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading powered access rental provider in the UK seeks a Hire Desk Team Leader. This role is essential for managing a group of Hire Desk Controllers and ensuring excellence in the customer experience. You will lead the team to meet performance targets, enhance sales through service, and handle customer escalations. Ideal candidates will have experience in team management, call center operations, and strong selling skills. The position emphasizes a customer-centric approach and commitment to service quality.

Qualifications

• Experience in managing a team with coaching abilities.
• Background in a busy contact center environment.
• Familiarity with end-to-end customer experience.

Responsibilities

• Line manage Hire Desk Controllers and ensure productivity targets.
• Handle incoming queries and manage workload effectively.
• Monitor customer interactions and take corrective actions.

Skills

Coaching and developing team members

Inbound and outbound call handling

Selling and negotiation skills

Ability to analyze reports

Job description

We have a new career opportunity for a Hire Desk Team Leader to join the team based at our depot in Bellshill reporting to the Head of Customer Service & Logistics.

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. You will act as an escalation point for your team and proactively provide feedback and coaching to them, whilst ensuring business objectives are delivered and high customer satisfaction levels are achieved.

Main Duties include:

• Effectively line manage the Hire Desk Controllers, adopting a proactive approach to ensure that the target 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 to co-ordinate this. You will be expected to handle incoming queries and to ensure effective management of calls and inboxes throughout the day.
• Manage the conversion of hire enquiries into orders to ensure achievement of revenue targets and maximise all additional sales opportunities.
• Interpret & identify best solutions for customer requirements through your team, ensuring real time capture of customer information.
• Monitor and promote accuracy of information entered to minimise customer issues and disputes and maximise business efficiency.
• Promote a customer service centred 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 in order to meet customer expectations while liaising with other departments.
• Provide clear first line leadership and direction for team members managing under performance 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.

Qualification and Experience Requirements:

• Ideally experience in managing a team, with an ability to coach and develop.
• Experience of working within a busy contact centre with both inbound and outbound call handling.
• Experience in an end to end customer experience environment preferable.
• Demonstrates a standard of selling & negotiation skills to maximise revenue through a sales through service approach.
• Ability to analyse and interpret reports to drive performance.
• Ability to establish credibility and be decisive, but able to recognise and support the preferences and priorities of the organisation.

Part of the Loxam Group, Nationwide Platforms are the UK's leading specialist provider of Powered Access rental equipment, with the largest and broadest fleet, local depots spread across the country and our wealth of experience partnering with companies in a variety of sectors including Construction, Warehouse & Distribution, Aviation, Facilities Management, Industrial Services, Telecoms and Media, our customers can depend on us to provide the right solution to support their every working at height need.

At Nationwide Platforms, your safety is absolutely our priority. Our award winning BlueSky Solutions and Training division offer our customers access to the latest and safest ways to work and through long standing partnerships with our manufacturers, we will always provide equipment that will lead the way to a safer industry. Some of our innovations include the award-winning secondary guarding systems and Harness ON™, a range of pioneering Material Handling Attachments (MHAs), and the SkySentry™ control and monitoring system.

At Nationwide Platforms, we are dedicated to fostering a diverse, equitable, and inclusive workplace. We recognise that a variety of perspectives, experiences, and backgrounds is crucial to our success in the Powered Access industry. Our commitment is to ensure that every employee feels respected, valued, and supported in their work environment.