Senior Hire Desk Controller

Speedy Hire Plc.; Basildon; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

26 days leave

Life assurance

Pension scheme

Employee assistance programme

Discount platform

Training & progression

Supportive team environment

Job summary

Speedy Hire Basildon is seeking a Senior Hire Desk Controller to lead a busy hire desk, manage customer enquiries and coordinate with depots and transport teams. You will guide junior Hire Desk Controllers, ensure accurate documentation, and drive service levels while maximising equipment utilization.

The role requires proven experience in hire desk operations, strong customer service and IT skills, and the ability to work in a fast-paced environment.

Qualifications

• Experience in a customer-facing operational role within hire/equipment sectors.
• Excellent customer service and communication skills.
• Strong organisational skills with ability to prioritise and multi-task.
• Proficient IT skills and experience using hire management systems.

Responsibilities

• Manage customer hire enquiries, bookings, extensions and off-hires for an efficient service.
• Support day-to-day running of the hire desk and ensure customer requirements are met.
• Provide guidance to Hire Desk Controllers and share knowledge.
• Build and maintain relationships with customers and internal teams.
• Process hire orders and related documentation accurately.

Skills

Customer service

Organisational skills

Communication skills

IT skills

Problem solving

Tools

Hire management systems

Job description

Senior Hire Desk Controller – Basildon

Location: Basildon, Essex

Working Hours: 42 hours per week, Monday to Friday

Contract: Permanent, Full Time

Speedy Hire is the UK's leading provider of tools, specialist equipment and support services, with a reputation for delivering exceptional customer service.

At Speedy, we're proud of our people and the difference they make every day. Whether supporting customers, working with colleagues or finding solutions to challenges, our teams are at the heart of everything we do.

We have an exciting opportunity for an experienced Senior Hire Desk Controller to join our busy team based in Basildon.

As a Senior Hire Desk Controller, you'll play a key role in ensuring the smooth running of our hire operations, delivering excellent customer service and supporting the wider team to achieve operational and commercial targets.

You’ll be a key point of contact for customers, managing hire requirements, resolving enquiries and working closely with our operational teams to ensure we deliver the right equipment, at the right time.

You’ll also support and guide other Hire Desk Controllers, sharing your knowledge and experience to help maintain high standards of service across the team.

This is a fantastic opportunity for someone with experience in the hire industry who enjoys taking ownership, supporting colleagues and making a real difference to the customer experience.

• Managing customer hire enquiries, bookings, extensions and off-hires, ensuring an efficient and professional service.
• Supporting the day-to-day running of the hire desk and ensuring customer requirements are met.
• Providing guidance and support to Hire Desk Controllers, sharing knowledge and best practice.
• Building and maintaining strong relationships with customers and internal stakeholders.
• Processing hire orders, quotations and associated documentation accurately and efficiently.
• Working closely with depots, transport and operational teams to coordinate equipment availability, deliveries and collections.
• Identifying opportunities to maximise hire revenue, improve equipment utilisation and support business growth.
• Taking ownership of escalated customer enquiries and resolving issues promptly and professionally.
• Monitoring outstanding orders and customer requirements to ensure agreed service levels are achieved.
• Supporting the management team with operational activities, performance and continuous improvement.
• Maintaining accurate customer records and ensuring internal systems are kept up to date.
• Promoting safe working practices and ensuring compliance with company policies and procedures.

We're Looking For Someone Who Has

• Previous experience as a Hire Desk Controller, Senior Hire Controller or within a similar customer-facing operational role.
• Experience within the plant, tool or equipment hire industry would be highly beneficial.
• Excellent customer service and communication skills.
• Strong organisational skills with the ability to manage competing priorities.
• Good commercial awareness and an understanding of hire processes.
• Confidence in supporting colleagues, sharing knowledge and helping develop others.
• A proactive, positive and solutions-focused approach.
• The ability to remain calm and professional when dealing with challenging situations.
• Good IT skills and experience using hire management or customer systems.
• Strong attention to detail and a commitment to delivering high standards of service.

Above all, we're looking for someone who enjoys working with people, takes pride in delivering great customer service and is confident taking responsibility in a busy hire environment.

At Speedy Hire, we believe our people are our biggest asset, and we're committed to supporting your development and rewarding your contribution.

Our Benefits Include

• Competitive salary
• 26 days' annual leave plus bank holidays
• Life assurance
• Pension scheme
• Employee assistance programme
• Access to our employee benefits and discount platform
• Training, development and career progression opportunities
• A supportive team environment where your contribution is valued

If you're an experienced Hire Desk Controller ready to take the next step in your career, we'd love to hear from you.

This is a great opportunity to bring your experience to a busy, customer-focused team, support your colleagues and play an important role in delivering excellent service to our customers.

Speedy Hire is an equal opportunities employer. We're committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.

Applicants must have the right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this role.