Hire Desk Controller

About the role

As a , you will play a pivotal role in ensuring the smooth operation of our hire desk, which is integral to our business. You will be responsible for managing customer inquiries, processing orders, and coordinating equipment availability. This position requires a proactive approach to problem-solving and a strong focus on customer service, as you will be the first point of contact for clients seeking our services. Your contributions will directly impact our operational efficiency and customer satisfaction.

Key facts

What you'll do

• Serve as the primary contact for customers, addressing inquiries and providing information about our hire services and equipment.
• Process incoming orders efficiently, ensuring that all details are accurate and complete to facilitate timely delivery.
• Maintain an organized system for tracking equipment availability and rental schedules, ensuring optimal utilization of resources.
• Collaborate closely with the operations team to coordinate logistics for equipment delivery and collection, ensuring adherence to timelines.
• Handle customer complaints and issues with professionalism, working to resolve them swiftly and effectively to maintain high levels of satisfaction.
• Generate and maintain reports on hire desk activities, including order volumes, customer feedback, and equipment performance metrics.
• Assist in training new staff members on hire desk procedures and customer service protocols, fostering a collaborative team environment.
• Monitor stock levels and communicate with the procurement team to ensure that inventory is replenished as needed, minimizing downtime.
• Participate in regular team meetings to discuss performance, share insights, and contribute to continuous improvement initiatives.
• Utilize our internal software systems to manage bookings and customer interactions, ensuring data accuracy and compliance with company policies.
• Develop strong relationships with clients, understanding their needs and providing tailored solutions to enhance their experience with Mabeyhire.
• Stay updated on industry trends and best practices to ensure that our hire desk remains competitive and efficient.

Requirements

• Proven experience in a customer service or hire desk role, preferably within the construction or equipment rental industry.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Excellent communication skills, both verbal and written, to interact with customers and team members professionally.
• Proficiency in using computer systems and software applications, including Microsoft Office Suite and hire management software.
• A proactive approach to problem-solving, with the ability to think critically and make decisions under pressure.
• Attention to detail to ensure accuracy in order processing and inventory management.
• Ability to work collaboratively within a team, contributing positively to a supportive work culture.
• Flexibility to adapt to changing priorities and business needs as they arise.
• A valid driving license may be required for equipment delivery coordination.

Nice to have

• Previous experience in the construction or equipment rental sector is advantageous.
• Familiarity with health and safety regulations related to equipment hire and usage.
• Knowledge of logistics and supply chain management principles.
• Experience with customer relationship management (CRM) software.
• A background in sales or business development can be beneficial for upselling services.

Skills & tools

• Customer service excellence
• Order processing and management
• Inventory tracking and logistics coordination
• Proficient in Microsoft Office (Excel, Word, Outlook)
• Experience with hire management systems (specific software knowledge preferred)
• Strong problem-solving and critical-thinking skills

Practical notes

• This role is based in Glasgow, North Lanarkshire, and may require occasional travel for client meetings or site visits.
• The salary for this position will be competitive and commensurate with experience.
• Mabeyhire is committed to providing a supportive work environment and offers opportunities for professional development and career advancement.
• Candidates must be eligible to work in the UK and may need to provide documentation for visa purposes if applicable.

Join Mabeyhire as a Hire Desk Controller and become part of a dynamic team that values innovation, customer satisfaction, and operational excellence. Your expertise will help us deliver top-notch service to our clients while contributing to the growth and success of the company. If you are ready to take on this exciting challenge, we encourage you to apply today!