Hire Desk Controller

We are looking for an enthusiastic Hire Desk Controller to provide an end to end hire desk service on behalf of Nationwide Platforms, servicing the Balfour Beatty account. This is a Fixed Term Contract role, initially for 3 months. 

Working from the Balfour Beatty office in Thurnscoe, you will have full control of the day to day running of a busy hire desk, ensuring a high level of service is achieved at all times. Through effective customer management you will maximise revenue and profit targets and ensure fast and efficient fulfilment of orders and administration tasks on a daily basis.

Responsibilities include:

To own the day to day running of the Balfour Beatty NWP Implant desk.  This will include all daily operational activities to ensure the desk is run to a high level at all times

To meet account SLA’s around email response times

Account management of our Implant desk, ensuring revenue growth through relationship management

Convert quotation to order on first contact including compliancy to the customers minimum standards

Identify cross sell and upsell opportunities

To work closely with the Balfour Beatty Strategic Account Manager, ensuring a strong relationship is built to work in unity to support customer needs

Follow up and chase open quotes within in a timely fashion

Conduct inbound and outbound calls in a professional manner

Promote the NWP brand to maintain market leading image

Understand and articulate product range and individual account requirements (customer gets the right machine for the job)

Provide a seamless customer journey, and identify ways in which to improve the customer experience

Build strong relationships with other departments (e.g. transport planners)/liaise with stakeholders, customers internal and external

Collaboration with external customer facing teams including customer visits to build relationships

Complete the transactional hire operation on/off hire accurately

Maintain an accurate CRM system (LVIS) and comply with company policy regarding the maintenance of customer data

To also learn and maintain customer CRM systems in line with their company policies

Respond/Resolve and escalate customer related problems or service issues were required

Complete customer requested reports in a timely manner

Support dispute and damage resolution in a timely fashion

To escalate and record reasons for lost business

To attend customer meetings including a monthly debt meeting

Maintain internal health and safety and corporate governance standards in accordance with Nationwide Platforms policy

To complete required administration tasks in a timely manner

To work alongside an Implant Support hire desk controller and to effectively co-ordinate work

Qualification and Experience Requirements

Strong verbal and written communication skills

IT Literate

Experience of inbound and outbound telephone-based account management, telesales or customer service in a business to business environment

Excellent telephone manner with the ability to keep calm under pressure and build rapport with customers

Ability to establish credibility act decisively, but able to recognise and support preferences and priorities of the customer

Proactive, high energy team player, ability to work closely with colleagues at all levels.

Able to demonstrate effective negotiation skills to ensure business is won on viable and competitive commercial terms

Excellent self-organisation, planning and attention to detail designed to ensure accurate information logging and review

To work well under pressure in what is a very fast paced, changing environment

Results and target driven and high motivation levels

Desirable

Powered access or related industry knowledge

Industry health and safety knowledge

IPAF 3a +3b

GCSE level equivalent Maths and English

Part of the Loxam Group, Nationwide Platforms are the UK's market leader in powered access with a fleet of 13,500 machines operating from 32 depots across the country, we have the operational capacity, experience and expertise to fully satisfy our customers working at height needs.

Employing 1,100 staff across the UK, we have an established workforce which supports an inclusive and diverse organisation. Nationwide Platforms strongly believe that equal opportunities for our existing and prospective employees is important, and continues to build upon our culture of respect, teamwork and excellence.

We pride ourselves on putting health and safety first in all of the products, services and support we provide. This all-embracing commitment to welfare and wellbeing is epitomised by our “Your Safety, Our Priority” programme. 
For further information please contact the Recruitment Team on (phone number removed) or (url removed)