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 at all times. Through effective customer management, you will maximize revenue and profit targets and ensure fast and efficient order fulfilment and administration tasks daily.
Responsibilities include:
1. Own the day-to-day operation of the Balfour Beatty NWP Implant desk, including all daily operational activities to maintain high standards.
2. Meet account SLA's regarding email response times.
3. Manage the account to ensure revenue growth through relationship management.
4. Convert quotations to orders on first contact, ensuring compliance with customer standards.
5. Identify cross-sell and upsell opportunities.
6. Work closely with the Balfour Beatty Strategic Account Manager to support customer needs.
7. Follow up and chase open quotes promptly.
8. Conduct inbound and outbound calls professionally.
9. Promote the NWP brand to maintain a market-leading image.
10. Understand and articulate product range and customer requirements to ensure the right solutions.
11. Provide a seamless customer journey and seek ways to improve customer experience.
12. Build strong relationships with other departments and liaise with stakeholders, both internal and external.
13. Collaborate with external customer-facing teams, including customer visits.
14. Accurately complete the transactional hire operation on/off hire.
15. Maintain accurate CRM records and comply with company policies.
16. Respond to, resolve, and escalate customer problems or service issues as needed.
17. Complete customer reports timely.
18. Support dispute and damage resolution promptly.
19. Record reasons for lost business and escalate as necessary.
20. Attend customer meetings, including monthly debt meetings.
21. Maintain health, safety, and corporate governance standards per company policy.
22. Complete administrative tasks efficiently.
23. Coordinate effectively with an Implant Support hire desk controller.
Skills and Experience:
* Strong verbal and written communication skills.
* IT literate.
* Experience in inbound and outbound telephone-based account management, telesales, or customer service in a B2B environment.
* Excellent telephone manner, able to stay calm under pressure and build rapport.
* Ability to establish credibility and act decisively while supporting customer preferences.
* Proactive, energetic team player, able to work closely with colleagues at all levels.
* Effective negotiation skills to ensure business on viable terms.
* Strong organization, planning, and attention to detail.
* Ability to work under pressure in a fast-paced, changing environment.
* Results and target-driven with high motivation.
Desirable:
* Powered access or related industry knowledge.
* Industry health and safety knowledge.
* IPAF 3a + 3b certification.
* GCSE level equivalent Maths and English.
Part of the Loxam Group, Nationwide Platforms is the UK's leading provider of Powered Access rental equipment, with extensive fleet, local depots, and a broad customer base across various sectors. We prioritize safety with innovative solutions and a commitment to diversity, equity, and inclusion, ensuring every employee feels respected, valued, and supported.
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