Hire Desk Team Leader

Job Summary

Reporting to the Director of Operational Excellence, the Hire Desk Team Leader is responsible for supporting the day-to-day running of the hire desk, ensuring excellent customer service, efficient operations, and consistent service delivery.

This role acts as a key link between customers, sales, transport, engineering, fulfilment and operations, helping to ensure powered access equipment is hired out safely, efficiently, and in line with company standards.

The Hire Desk Team Leader provides hands-on supervision to the team, supporting performance, resolving issues, and maintaining smooth operations.

Duties

Team Support & Supervision

• Support, coach, and guide a team of Hire Desk Controllers
• Assist in setting daily priorities and allocating workload
• Act as the first point of escalation for team queries and issues
• Support onboarding and training of new team members
• Encourage a positive, customer-focused team environment

Customer Service

• Support the handling of customer enquiries, quotations, and hire contracts
• Ensure service standards are maintained across all customers
• Resolve escalated customer issues in a timely and professional manner
• Provide guidance on product selection, availability, and hire terms
• Build strong day-to-day relationships with customers

Hire Desk Operations

• Oversee daily hire desk activities including on-hires, off-hires, and extensions
• Ensure accuracy of bookings, contracts, and system updates
• Liaise with transport and engineering teams to support delivery and collection schedules
• Ensure processes are followed in line with company policies

Systems & Processes

• Support the effective use of hire desk systems and internal apps
• Ensure data is accurate and kept up to date
• Assist with improving simple processes to increase efficiency
• Support basic reporting and data tracking

Commercial Support

• Support Business Development Managers with account coordination and service delivery
• Identify opportunities to maximise hires and utilisation
• Assist in maintaining strong customer relationships to support repeat business

Quality & Performance

• Support monitoring of key KPIs (e.g. response times, contract accuracy, customer service)
• Help ensure consistency across customer interactions
• Identify and flag opportunities for operational improvement
• Follow all SHEQ procedures and company standards
• Provide cover across the team during absences or peak periods

Experience

• Experience in a hire desk, customer service, or coordination role
• Previous supervisory or team leader experience - essential
• Experience in powered access or plant - essential
• Strong communication and organisational skills
• Ability to manage multiple priorities in a busy environment
• Good working knowledge of hire desk systems and Microsoft Office
• Customer-focused with a proactive, problem-solving approach

The Company

At Hire Safe Solutions, we’re proud to be a leading provider of powered access solutions and related products for working at height. Since our founding in 2013, we’ve built a reputation for being honest, reliable, and responsive.

We strive to be the most respected powered access provider by delivering exceptional service, uncompromising safety, and innovative solutions that elevate our customers’ success and set new standards across the industry.

We’re passionate about our customers, our team, and the power of innovation. Our business is constantly evolving to meet the changing needs of our clients and to stay ahead in a dynamic market.

Safety is at the heart of everything we do. With curious minds and a forward-thinking approach, we’re committed to being at the cutting edge of powered access technology. Our fast-paced, collaborative environment thrives on purposeful communication and genuine interest in our customers and their businesses.

We take pride in helping businesses deliver their projects successfully - offering expert guidance and tailored solutions so they can focus on what they do best: growing and making money.

When our customers succeed, we succeed. When our people grow, our business grows with them.

Why work with us

We're a fast-growing, people-first business where ideas turn into action and doing things right is how success is built.

• Competitive salary
• 26 days annual leave + bank holidays
• Private medical insurance & health cash plan
• Group life assurance, critical illness cover & income protection
• Pension - employer match up to 10%

Apply Now - Lets build a safer, sustainable future together.