Hire Desk Controller

  • Vacancy Title
  • Hire Desk Controller
  • Company
  • Sunbelt Rentals
  • Location
  • Kilmarnock
  • Job Category / Type
  • Operations & Service Centres
  • Job Description
  • Are you the type of person who enjoys regularly interacting with customers, offering support with enquires and seamlessly converting them in to sales? If so this could be the role for you. We’re looking for someone with great customer service skills who thrive in a busy operational environment to join our team and help us to deliver our customer promise - to delight every customer, every time.

    In the role of Hire Desk Controller you\'ll be responsible for delivering a best-in-class service whilst using product knowledge and expertise to maximise upselling opportunities. Your days will be spent communicating with customers on the telephone, via email and responding to website requests. You’ll manage an order from enquiry to post-hire feedback, taking ownership of the customer journey and building relationships with regular customers. You’ll enjoy thinking on your feet and using your initiative to ensure we deliver the very best experience for our customers and that we continue to improve our service.

    Your key responsibilities will include: 

    • Communicate effectively with operational, logistics, engineering and sales colleagues, to ensure that customer requirements are delivered cost effectively and in accordance with the relevant SLA
    • Support the Service Delivery Manager in effective asset management, including stock take activity as required
    • Ensure that all contact points (telephone calls, emails, etc) are dealt with promptly and professionally, focusing on a positive customer experience at all times
    • Support the Regional Customer Service Desk with all damage and loss issues in line with operational procedures
    • Manage any Service Centre based customer enquiries and quotations, taking ownership, using judgement to negotiate and convert to confirmed orders in a timely manner
    • Carry out any hire activity as required within the Service Centre (on hires, off hires, cross rentals, breakdowns, back on hires, loss, damage, IDTs, etc.)
    • Deliver accurate and timely hire contract administration from initial order taking to completion and ensure that all transactions and documentation are filed accurately
    • Maintaining up-to-date knowledge of the equipment and services Sunbelt Rentals offer
    • Deputise for the Service Delivery Manager as required
    • Share knowledge and contribute towards process improvement wherever possible.

    This would be a fantastic opportunity for individuals from a customer service environment, ideally with industry experience, who would like to see and feel the impact of their work in a hands-on, highly operational, service-focused business.

    What can we offer you in return? You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider.  We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.