Hire Desk Controller

2 weeks ago

Rotherham, United Kingdom Nationwide Platforms Full time

To provide an end to end hire desk service on behalf of Nationwide Platforms, servicing the Balfour Beatty account.

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
- 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

Nationwide Platforms is the market-leading powered access rental company in the UK, providing a fleet of more than 13,000 machines from a network of 30 depots across the country. It also has the largest powered access training department in Europe, delivering a comprehensive range of working at height training courses to powered access operators and the access industry.
Nationwide Platforms is part of Loxam, the largest equipment rental company in Europe.

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