Job Description Job Title: Hire Desk Manager Location: Milton Keynes Hours: Monday – Friday, 07:30-17:00 Salary: Competitive, based on experience Benefits: Company pension Generous holiday allowance with the option to buy/sell days Retail discounts & employee recognition awards Life assurance 24/7 employee assistance programme About the Role: Customer Service – It’s a People Thing Do you have a natural talent for leadership and a passion for delivering outstanding customer service? Are you someone who thrives in a fast-paced, dynamic environment and knows how to bring the best out of a team? If so, this Hire Desk Manager role could be your next great move. You’ll lead and inspire a team of hire controllers to deliver exceptional service from first enquiry through to off-hire and customer feedback. This is a hands-on leadership role where you'll manage workflow, support team development, drive performance, and help shape the customer experience. You’ll play a key part in maintaining strong customer relationships and ensuring that every hire journey runs smoothly, efficiently, and professionally. Key Responsibilities: Lead and manage the hire desk team to meet and exceed service level expectations Act as the main escalation point for complex or urgent customer issues Oversee and support the full hire process – from enquiry through to feedback Ensure all team members are fully trained and confident in systems, products, and procedures Develop and maintain strong customer relationships, promoting repeat business Drive upsell opportunities through strong product and service knowledge Liaise with logistics and operations teams to ensure timely deliveries and collections Monitor KPIs and performance, identifying areas for improvement Promote a culture of continuous improvement and teamwork About You: Previous experience in a leadership or supervisory role within a customer service or hire environment Proven track record of managing and motivating teams Experience in handling complex enquiries and resolving customer issues Knowledge of the equipment rental or construction sector is advantageous Excellent communication, interpersonal, and influencing skills Organised and proactive, able to prioritise and manage multiple demands Comfortable using MS Office and CRM/ERP systems A collaborative leader with a focus on service excellence and team development About the Company: You’ll be joining a leading national equipment rental provider serving key industries including construction, infrastructure, events, and industrial sectors. With a strong reputation for reliability, service quality, and customer focus, this company offers a supportive and inclusive workplace where people are truly valued. With a people-first culture, you’ll be recognised for your contribution, supported in your development, and encouraged to grow your career. The company also places great importance on employee wellbeing, safety, and inclusivity – ensuring that every team member feels supported and empowered to succeed.