We are looking for someone who is passionate about delivering great customer service, someone who thrives within a sales and service environment and an excellent team manager. As a Hire Desk Manager, you will be responsible for the team of Hire desk controllers based at our call centre in Birchwood. Your team are the central point of contact to our customers who call into the depot on a daily basis.
They might want to place an order or maybe they will have a query which you will help them with. We will also look to your team to find opportunities from each call trying to go beyond the customers’ needs.
The role of the Hire Desk Manager is vitally important – your team are at the forefront of the business and for this reason; we need someone who has proven people manager skills, someone who has proven and very strong customer service skills with some experience of sales. You also need to be able to multi-task, have confident computer skills and be organised.
Responsibilities include: -
- Be an ambassador for Health and Safety and to ensure compliance for quality, health and safety.
- Ensure that customer service standards are exceeded for both internal and external customers and maintain those standards. Building strong working relationships with customers and operational staff.
- Ensuring Hire Desk Management systems are followed and the IT platform is used effectively to process orders and enquiries. By monitoring the accuracy of data capture to minimise delivery issues and customer disputes
- Monitor and manage the hire enquiry ensuring that conversion rates are managed dependent on business trends
- Manage and lead the Hire Desk team to maximise all revenue opportunities to achieve KPI performance including actively promoting products and services by up selling initiatives.
- Full responsibility of Hire Controller resource planning to ensure all incoming enquires are managed and responded to in a timely manner.
- Responsibility of recruitment, development and training needs within the team
- Set the standards of behaviours and attitudes required in the work place, motivate team members and effectively manage poor performing staff in line with HR Policies.
- Liaise closely with the transport function to ensure customer satisfaction with regards to timely deliveries and collections in line with customer expectations
- Demonstrating management of best practice and commitment to company values
- Demonstrate ability to professionally resolve customer related problems or service issues and manage the professional resolution of issues and complaints.
- Provide data analysis of customer complaint issues to other members of the management team upon request.
- Produce monthly reports against KPI’s of performance in all aspects of the function for Regional Operations Manager and Regional Director
- Take shared responsibility of the operational efficiency, customer satisfaction, financial performance and Health and Safety of all locations in the region as part of the management team.
The ideal candidate will be: -
- Passionate about customer service and health and safety standards within the organisation
- Have experience of managing a team within a busy customer facing environment.
- Strong organisational, time management and good commercial awareness
- Excellent telephone manner dealing with internal and external customers
- Credible communicator, demonstrable leadership skills and ability to influence and negotiate effectively with customers, team and multiple functions within the organisation
In return you will receive:
- A Competitive Salary
- Free Parking
- Health Cash Plan
- Childcare vouchers
- Inclusion in the company share scheme
- Auto enrolment pension scheme
- 25 days holiday
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
