Hire Desk Controller

We are looking for someone who is passionate about delivering great customer service and someone who thrives within a sales and service environment.

As an Hire Desk Controller you will work within our Premier Customers team at our Birchwood Branch. To manage a portfolio of customers transacting day to day through our busy Premier desk.

You will be a direct ‘one point’ of contact for our premier customers, ensuring great relationships are built and a high level of service is achieved at all times.

Through effective end to end customer management, you will contribute to maximising revenue and profit targets, and to ensuring customer retainment from providing an excellent experience from start to finish

The role is a blend of customer service and inbound sales. It is vitally important and is fast-paced and varied - you are at the forefront of the business and for this reason; you’ll be sociable, have strong customer service skills and some experience of phone-based customer service/working in a call Centre environment.

**Responsibilities include**:

- Account management of a portfolio customers, ensuring revenue growth through relationship management
- Provide an end to end service - full accountability and ownership of the customers journey
- Convert quotation to order on first contact
- Identify cross sell and upsell opportunities
- To work closely with our Strategic Account Managers, ensuring a strong relationship is built to work in unity to support customer needs
- To actively, through outbound dialing, retain, and account manage your designated portfolio
- Follow up and chase open quotes within the allocated portfolio and other open quotes on the system in a timely fashion
- Conduct outbound calls in a professional manner to achieve individual targets
- Promote the NWP brand to maintain market leading image
- Understand and articulate product range (customer gets the right machine for the job)
- Provide a seamless customer journey, and identify ways in which to improve the customer experience
- Strong relationships with other departments (e.g. transport planners)/liaise with stakeholders, customers internal and external
- Collaboration with external customer facing team including customer visits to build relationships
- Complete the transactional hire operation on/off hire
- Maintain an accurate CRM system (LVIS) and comply with company policy regarding the maintenance of customer data
- Respond/Resolve Escalate customer related problems or service issues for the allocated portfolio of customers
- Record reasons for lost business
- Maintain internal health and safety and corporate governance standards in accordance with Nationwide Platforms policy
- Support dispute and damage resolution across your portfolio of customers
- 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
- Ability to work well with colleagues at all levels
- 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 however not essential**:

- Powered access or related industry knowledge
- Industry health and safety knowledge
- IPAF 3a +3b
- GCSE level equivalent Maths and English

**In return you will receive**:

- A competitive salary
- Free parking
- Health Cash Plan
- Access to childcare vouchers
- Pension match scheme up to 5%
- 25 days holiday.

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.