Hire Manager

Vp plc; Leeds; Sur place; GBP 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Salary sacrifice pension

25 days holiday plus bank holidays and

Additional holiday purchase scheme

Company Car

Life Assurance cover 3x salary

Share save scheme

Eye care vouchers

Cycle to work scheme

Long service recognition

Employee discounts

Résumé du poste

Groundforce is seeking a Hire Desk Manager to oversee and optimise the daily operations of the Hire Desk Team in Morley, Leeds. You will lead and develop a growing team of Hire Controllers through Senior Hire Controllers, ensuring exceptional customer service and efficient hire processes.

You will drive performance, develop talent, manage recruitment and onboarding, and collaborate with cross-functional teams on transformation projects to embed scalable processes across the network.

Qualifications

• Experience leading large Hire Desks and multi-site teams.
• Proven ability to drive customer-focused initiatives and service levels.
• Strong organisational and prioritisation skills across competing demands.
• Excellent communication across departments and levels.
• Experience with business transformation or systems rollout projects is advantageous.

Responsabilités

• Lead, motivate and develop Hire Desk teams across Morley/Leeds and other sites.
• Drive high standards of customer service and maintain KPIs.
• Oversee day-to-day operations with process improvements and compliance.
• Manage recruitment, onboarding and training in partnership with L&D.
• Generate reports to inform proactive decision-making and transformation initiatives.
• Collaborate with wider management on national projects and system changes.

Connaissances

Leadership across multiple locations

Customer service focus

Organisational abilities

Problem solving

Communication skills

Adaptability

Cross-functional collaboration

IT proficiency (Word/Excel)

Zendesk familiarity

CXone familiarity

Salesforce CRM familiarity

Travel between sites

Geographical knowledge of the UK

Valid driving licence

Understanding of commercial metrics

Experience with transformation/project

Outils

Zendesk

CXone

Salesforce

Excel

Word

Description du poste

Job Introduction

Job Introduction As Hire Desk Manager, you will oversee and optimise the daily operations of our Hire Desk Team in Morley, Leeds, leading and developing a growing team of Hire Controllers through Senior Hire Controllers. As a leader of people managers, you will drive high standards of customer service, strengthen customer relationships, resolve complex issues and streamline hire processes across multiple sites and a broad product range, ensuring operational excellence and customer satisfaction. Working closely with the Head of Customer Service and other operational leads, you will contribute to wider group initiatives and transformation projects, driving change and cross-functional improvements to embed scalable processes across the network. You will play a key role in shaping a high-performing, scalable service model that supports our long-term commercial goals.

• Lead, motivate, and mentor Hire Controllers, including direct management of Senior Hire Controllers and oversight of their teams
• Foster a positive, collaborative culture with effective communication, aligned goals, and clear KPIs across both locations
• Oversee day-to-day operations, ensuring service consistency, efficiency, adherence to procedures, and continuous process improvement
• Conduct regular performance reviews, coaching, and professional development; identify and develop talent for succession planning
• Manage recruitment, onboarding, and integration of new hires, providing training and development opportunities in partnership with central L&D teams
• Build and maintain strong customer relationships, handle escalations professionally, and ensure high satisfaction levels
• Maintain accurate records, operational systems, and administrative processes, including stock checks and quality control measures
• Generate and present performance reports to inform proactive decision-making and continuous improvement
• Ensure compliance with health, safety, and company regulations, embedding a culture of accountability and compliance
• Collaborate with the wider management team to maintain high standards across all UK Hire Desks and represent your area in cross-functional projects
• Contribute to national initiatives, system improvements, and change projects, ensuring local adoption and readiness for transformation

Experience, Skills and Qualifications

• Experience of working in the construction or equipment rental industry, ideally including the management of large Hire Desks
• Demonstrated leadership skills, with the ability to inspire and manage teams across multiple locations. Experience of managing a team through managers (i.e., leading leaders) is highly desirable
• Strong commitment to exceptional customer service and ability to drive customer-focused initiatives
• Exceptional organisational abilities, with proven experience in managing multiple priorities
• Proven ability to problem-solve, making key decisions to support business goals
• Excellent verbal and written communication skills, with the ability to liaise effectively across departments and locations
• Flexibility to adapt to changing priorities, comfortable with collaborating on digital transformation projects. Experience working in a change-oriented environment or on systems/process improvement projects is an advantage
• Proven ability to collaborate effectively with cross-functional teams and manage competing priorities
• Strong IT skills, with proficiency in Microsoft Word and Excel
• Familiarity and experience using hire desk software and operational systems, e.g., Zendesk (email), CXone (phone) Salesforce (CRM) or similar
• Ability to travel between sites and support other branches when necessary
• Geographical knowledge of the UK and their Region
• Valid driving licence
• Understanding of commercial metrics, pricing structures, and how to influence margin through operational efficiency - desirable
• Exposure to business transformation or systems rollout projects in a customer-facing environment - desirable
• Keen attention to detail in stock management - desirable
• Previous experience in recruitment, onboarding and team development - desirable
• Previous experience of Zendesk or other Omnichannel systems for customer support - desirable

Groundforce is the market-leading rental provider of excavation support systems and specialist products for the water, civil engineering, and construction industries. With a remarkable 60-year heritage, we offer comprehensive shoring and related services.

Operating under the Groundforce banner, we provide a wide range of solutions, including shoring, piling, construction training, temporary bridging, and more. Our goal is to be the convenient one-stop shop for "total solutions" in the construction and civil engineering industry.

At Groundforce, we pride ourselves on our divisions, including Groundforce Shorco, Piletec, Stopper Specialists, Groundforce Bridge, and Groundforce Training Services. We continually invest in acquiring associated businesses to enhance our product portfolio and offer reliable and high-quality equipment for our customers.

Excellence is our priority. We hold ISO 9001, 14001, and OHSAS 18001 certifications, demonstrating our commitment to quality, environmental stewardship, and safety.

Join Groundforce, where we deliver exceptional support, innovative solutions, and outstanding customer service.

Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.

Benefits

• Competitive salary
• Salary sacrifice pension
• 25 days holiday (increases with service), plus bank holidays & 1 extra day to be taken in the month of your birthday
• Additional holiday purchase scheme
• Company Car
• Free Tool Hire
• Life Assurance cover 3x salary
• Share save scheme
• Eye care vouchers
• Recommend a friend scheme
• Learning & Development - commitment to upskilling and developing our people, structured in house training available alongside external training where required
• Cycle to work scheme
• Long service recognition
• My Vp discounts - a variety of discounts and rewards on thousands of well-known brands
• Discounts on HP products
• EE mobile contract discount offers
• Gym discounts
• Health Shield (discounted premiums on health care cash plan)
• Employee Assistance Programme
• Virtual GP Service
• Will Writing & Funeral Concierge Service
• Regit Assist 24/7 accident helpline - free joining
• All the above benefits are managed through our Employee Engagement Platform - Spotlight