We have a new career opportunity for a Hire Desk Team Leader to join the team based at NCC in Birchwood reporting to the Customer Service Manager.
This position provides an exciting opportunity for direct line management and support to a group of Hire Desk Controllers who handle the end-to-end customer experience for a set portfolio of strategic customers. You will act as an escalation point for your team and proactively provide feedback and coaching to them, whilst ensuring business objectives are delivered and high customer satisfaction levels are achieved.
Main Duties include:
1. Effectively line manage the Hire Desk Controllers, adopting a proactive approach to ensure that the target for revenue, conversion, productivity, contract accuracy, response times and call/email quality are met consistently each month.
2. Take an active role in supporting the team with workload and to co-ordinate this. You will be expected to handle incoming queries and to ensure effective management of calls and inboxes throughout the day.
3. Manage the conversion of hire enquiries into orders to ensure achievement of revenue targets and maximise all additional sales opportunities.
4. Interpret & identify best solutions for customer requirements through your team, ensuring real time capture of customer information.
5. Monitor and promote accuracy of information entered to minimise customer issues and disputes and ...