We are looking for an experienced and commercially driven Senior Hire Desk Controller to lead our busy hire desk operation. This is a key role within the business where you will manage a team, drive revenue growth, deliver exceptional customer service, and take ownership of the end-to-end hire process. You will play a pivotal role in developing new and existing customer relationships while ensuring operational efficiency and accuracy.
You will directly manage and motivate your team, with clear accountability for their performance. You will be expected to monitor, analyse, and directly report key figures from your team (including revenue, conversion rates, budget tracking, and order volumes) to senior management on a regular basis.
Key Responsibilities
* Lead and develop the hire desk team, providing coaching, support, and performance management.
* Handle all telephone enquiries and orders, delivering accurate information on our equipment range and availability.
* Take a 360 degree commercial approach – identifying opportunities to win new clients and converting prospects into regular, high-value customers.
* Build strong relationships with customers through proactive advice, problem-solving, and excellent service.
* Process orders accurately on the company software, manage pre- and post-hire administration, and ensure all extras are correctly invoiced in liaison with the accounts team.
* Organise deliveries and collections efficiently working to ensure customers are updated and satisfied at every step.
* Monitor team performance and directly report figures and commercial insights to management.
* Identify cross-selling and up-selling opportunities to maximise revenue per hire.
* Build and develop strong supplier relationships, benchmark performance and formalise agreements where required across waste and hire sectors.
Key Skills & Experience
* Proven track record in a similar role within the plant, tool, or equipment hire industry.
* Strong commercial understanding of how revenue is generated in the hire sector.
* Excellent customer service skills with a natural focus on increasing sales and building long-term relationships.
* Ability to multitask, work quickly and accurately under pressure.
* Proficient IT skills, including strong working knowledge of MS Office (particularly Outlook and Excel).
* Good level of numeracy and literacy.
* Strong team player who can also work on their own initiative.
* Positive, ‘can do’ attitude.
What We Offer
* Excellent salary, negotiable based on experience.
* Multiple 'opportunities to earn' with target and KPI's built around the team with a strong generous incentive structure for OTE.
* Transparent, strong career development opportunities within a growing company.
* 20 days’ annual leave plus bank holidays increasing with length of service.
* Office-based role – conveniently located just a short walk from Handforth Train Station.
* Summer and Christmas parties.
If you are a commercially minded hire professional who thrives in a fast-paced environment and enjoys leading a team to deliver results, we would love to hear from you.
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