Hire Desk Controller (Specialist Vehicles)

We are currently recruiting for a Hire Desk Controller to join our Specialist Vehicles team at our offices in Birchwood. To be considered for an interview, please make sure your application is full in line with the job specs as found below. Reporting to the Hire Desk Team Leader, you will be responsible for actively contributing to the region's performance through effective sales, customer service and administration. You will be the first point of contact for our customers, ensuring great relationships are built and a high level of service is always achieved. You will be responsible for the fulfilment of hires, and communication with the Operators to facilitate and organise successful delivery. Through effective end to end hire management, you will contribute to maximising revenue, achieving profit targets, and ensuring customer retention levels are maintained. In return you will receive a Competitive Salary, 25 days annual leave plus bank holidays, Life Assurance, Westfield Health Cash Plan, Auto enrolment pension scheme & Lifestyle Benefits – discount on selected high street stores. Responsibilities include:

• Owning all inbound customer enquiries regardless of the enquiry type, and seeing them through to resolution.
• Creating new accounts and onboarding customers.
• Providing quotations, and identifying any cross or upselling opportunities to customers using a sales through service approach.
• Following up open quotes to drive revenue performance within the Specialist Kit Division.
• Accurately capturing data within the order entry process to ensure a seamless service for our customers and to minimise disputes.
• Understanding and articulating our product range to ensure the customer gets the right machine for the job (training will be provided).
• Building and maintaining strong interdepartmental relationships to ensure a collaborative customer-focused working environment.
• Dealing with all customer queries efficiently, ensuring the customer has a positive experience.
• Participating in the departmental on-call rota as required, providing operational support to ensure continuity of service and customer support outside of normal working hours.
• Schedule drivers/operators using the appropriate tools to maximise efficiency, control costs, and meet agreed SLA/KPI's.
• Ensure movement of kit is organised to other geographical areas if required prior to hires. The ideal candidate will have/be:
• Experience of inbound and outbound telephone-based account management, telesales or customer service in a business-to-business environment.
• Hard working with a high level of customer focus.
• Excellent telephone manner with the ability to keep calm under pressure and build rapport with customers.
• Ability to establish credibility act decisively, but able to recognise and support preferences and priorities of the customer.
• Proactive, high energy team player, ability to work closely with colleagues at all levels.
• Able to demonstrate effective negotiation skills to ensure business is won on viable and competitive commercial terms.
• Strong verbal and written communication skills, who can work will with colleagues and customers of all levels.
• Flexible approach with the ability to support the out of hours on call function.
• Experience of planning/hire management would be beneficial (but not essential) 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. xehkeey 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