Senior Hire Controller

Kelling Group Limited; Altofts; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Health and wellbeing programme

Employee and store discounts

Free on-site parking

Company pension and life insurance

Additional leave and sick pay

Job summary

Kelling Group Limited is seeking a Senior Hire Desk Controller to oversee day-to-day operations of the Hire Desk, reporting to the Hire Desk Manager. You will coach, train and develop staff while liaising with Fleet & Transport, Operations, Customers, Sales, Subcontractors, Depot & Head Office staff.

The ideal candidate will have at least 2 years of Hire experience, strong organisational skills and a proactive approach, with a focus on delivering excellent customer service and meeting KPI

Qualifications

• At least 2 years of Hire experience.
• Strong strategic planning abilities.
• Highly organised self-starter with attention to detail.
• Excellent teamwork and collaboration skills.
• Proficient IT skills including Microsoft Office.
• Ability to remain calm under pressure.
• Competitive salary and bonus scheme.

Responsibilities

• Monitor & support the day to day running of the Hire Desk team.
• Coach/guide the Controllers and ensure all are appropriately trained.
• Recruit and ensure a Best Welcome for new controllers.
• Carry out managerial tasks such as 1-2-1, return to work, probation reviews, holiday and timesheet approvals.
• Rollout and maintain FAST, KPIs, BEST WELCOME and new procedures.
• Build strong internal and external relationships and deepen product knowledge to support Welfare Hire customers.
• Drive Hire & Sales KPI performance and accurate contract administration.
• Prioritise workloads and manage changing workflows.
• Develop a strong sense of customer ownership and process understanding.
• Manage enquiry pipeline, inbox, quotations, and lost hire analysis.
• Ensure staffing levels align with workload and productivity balance.
• Compile and provide weekly reports for the Hire Desk Manager.
• Train new staff on processes; assist with first line queries.
• Follow Employee handbook policies; perform ad-hoc duties.

Skills

Hire desk experience

Strategic planning

Organisation

Team player

IT skills

Calm under pressure

Attention to detail

Tools

Microsoft Office

Job description

Job Function:

Overseeing and contributing the day-to-day running of the Hire Desk reporting to the Hire Desk Manager. The Senior Hire Desk Controller will be responsible for the training and development of new and existing staff regarding hire desk processes and procedures whilst offering guidance and support alongside liaising with the Senior Service Controller.

Reporting to:

Hire Desk Manager

Liaising with:

Fleet & Transport, Operations, Customers, Sales, Subcontractors, Depot & Head Office Staff.

The ideal candidate will have previous experience in a similar role coupled with excellent communication and organisational skills and looking to make the next step on their career journey.

Responsibilities:

• Monitor & support the day to day running of the Hire Desk team
• Coach/guide the Controllers and ensure all are appropriately trained
• Recruit and ensure a Best Welcome for new controllers
• Carry out managerial tasks such as 1-2-1, return to work, probation reviews etc., holiday and timesheet approval, in line with company guidelines and standards.
• rollout and maintain FAST, KPIs, BEST WELCOME and any new company procedures.
• Helping the Hire Desk function to build great working relationships internally and externally and learn in depth product knowledge to support Welfare Hire customers
• Maintain awareness and drive performance in relation to the Hire & Sales KPI’s to ensure high levels of performance, accurate administration of contracts along with reviewing and actioning where necessary with the guidance of the Operations Desk Manager
• Working to deadlines and the ability to prioritise and manage changing workflows.
• Developing a strong sense of customer ownership, being fully conversant with all aspects of the relevant customer requirement and process.
• Management of enquiry pipeline and the follow up including inbox management, open quotation process and lost hire recording and analysis.
• Help to ensure correct staffing levels are appropriate to the volume of work, also maintain and safeguard the correct balance of productivity.
• Compile and provide weekly reports for the Hire Desk Manager
• Training new members of staff on the correct processes and procedures, being on hand for any first line queries from the team before relaying to the Hire Desk Manager
• Follow company’s Employee handbook policies and procedures.
• Any other ad-hoc duties.

Requirements

• At least 2 years of Hire experience
• Strategic planning abilities
• Highly organised self-starter
• Excellent self-organisation and attention to detail
• Excellent team player
• Strong IT skills (knowledge in Microsoft Office packages)
• Ability to remain calm under pressure
• Competitive salary and bonus scheme
• Company pension and life insurance
• Health and wellbeing programme
• Employee and store discounts
• Additional leave and sick pay
• Free on-site parking
• Supportive team culture with opportunities for growth