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Hire Coordinator

JG104 – Hire Coordinator

Location: Hoddesdon, Harlow.

Salary: £20,000 - £23,000 p/a


Working with our prestigious client, one of the UK's leading rental equipment companies, we are pleased to announce that we are recruiting for a Hire Controller to join their expanding team at their depot in Hoddesdon.

The role of the Hire Controller is to deliver optimum customer service in line with company standards and Customer Service Level Agreements (SLA’s) in a way that builds and consolidates an excellent reputation.

Our client encourages applications from ex-military personnel, however all applications will be considered.

Duties and Responsibilities:

• Manage all customer orders and queries in accordance with Company policy and SLA agreements.

• Improve revenue and service standards by accurately establishing customers’ needs and identifying opportunities for additional hire requirements.

• Deliver accurate and timely hire contract administration from initial order taking to completion.

• Resolve all damage and loss issues in line with operational procedures, escalating to the Office Account Manager in a timely manner, where appropriate.

• Ensure that all transactions and documentation are filed accurately on a daily basis in line with the Contact Centre’s clear desk policy.

• Manage any customer complaints in accordance with Company Policy and SLA, escalating quickly through the appropriate route when you cannot resolve.

• Partner with National Account Managers, Sale executive and depot staff to ensure that the customers requirements are delivered cost effectively in accordance with the relevant SLA.

Key Challenges:

• Providing excellent customer service whilst managing customer expectations within the framework of the SLA.

• Work in partnership with the Account Manager, Sales Executives, and Depot Personnel to ensure that the Customers Contact Centre Delivers a seamless service to the customer.

• Developing a strong sense of customer ownership being fully conversant with all aspects of the relevant SLA and customer requirements.

• Developing Sound product knowledge in order to accurately establish customer needs and up sell, where appropriate.

Skills and Qualifications:

• Good working knowledge of the construction and / or plant hire industry.

• Previous experience in a customer service role, preferably with in a call center or depot environment.

• Continuous improvement ethics, embrace change and puts forward and acts on suggestions to improve the process and service levels.

• Strong interpersonal skills, communicates clearly and concisely and demonstrates effective listening skills.

• Strong customer service ethic, demonstrates a positive and courteous approach ensuring all customers queries are responded to quickly and efficiently.

• Strong organising skills, methodical approach with close attention to detail and adherence to Company standards and procedure.
• Good team player, enjoys supporting others to get things done.

Location: Hoddesdon, Harlow.

Salary: £20,000 - £23,000 p/a