To provide an end to end hire desk service on behalf of Nationwide Platforms, servicing the Balfour Beatty account.
This position is based at our Balfour Beatty office in Thurnscoe. You will have full control of the day to day running of a busy hire desk, ensuring a high level of service is achieved at all times. Through effective customer management you will maximise revenue and profit targets and ensure fast and efficient fulfilment of orders and administration tasks on a daily basis.
Responsibilities include:
1. To own the day to day running of the Balfour Beatty NWP Implant desk. This will include all daily operational activities to ensure the desk is run to a high level at all times
2. To meet account SLA’s around email response times
3. Account management of our Implant desk, ensuring revenue growth through relationship management
4. Convert quotation to order on first contact including compliancy to the customers minimum standards
5. Identify cross sell and upsell opportunities
6. To work closely with the Balfour Beatty Strategic Account Manager, ensuring a strong relationship is built to work in unity to support customer needs
7. Follow up and chase open quotes within in a timely fashion
8. Conduct inbound and outbound calls in a professional manner
9. Promote the NWP brand to maintain market leading image
10. Understand and articulate product range and individual account requirements (customer gets the right machine for the job)
11. Provide a seamless customer journey, and identify ways in which to improve the customer experience
12. Build strong relationships with other departments (e.g. transport planners)/liaise with stakeholders, customers internal and external
13. Collaboration with external customer facing teams including customer visits to build relationships
14. Complete the transactional hire operation on/off hire accurately
15. Maintain an accurate CRM system (LVIS) and comply with company policy regarding the maintenance of customer data
16. To also learn and maintain customer CRM systems in line with their company policies
17. Respond/Resolve and escalate customer related problems or service issues were required
18. Complete customer requested reports in a timely manner
19. Support dispute and damage resolution in a timely fashion
20. To escalate and record reasons for lost business
21. To attend customer meetings including a monthly debt meeting
22. Maintain internal health and safety and corporate governance standards in accordance with Nationwide Platforms policy
23. To complete required administration tasks in a timely manner
24. To work alongside an Implant Support hire desk controller and to effectively co-ordinate work
Qualification and Experience Requirements
25. Strong verbal and written communication skills
26. IT Literate
27. Experience of inbound and outbound telephone-based account management, telesales or customer service in a business to business environment
28. Excellent telephone manner with the ability to keep calm under pressure and build rapport with customers
29. Ability to establish credibility act decisively, but able to recognise and support preferences and priorities of the customer
30. Proactive, high energy team player, ability to work closely with colleagues at all levels.
31. Able to demonstrate effective negotiation skills to ensure business is won on viable and competitive commercial terms
32. Excellent self-organisation, planning and attention to detail designed to ensure accurate information logging and review
33. To work well under pressure in what is a very fast paced, changing environment
34. Results and target driven and high motivation levels
Desirable
35. Powered access or related industry knowledge
36. Industry health and safety knowledge
37. IPAF 3a +3b
38. GCSE level equivalent Maths and English
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. 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