Hire Desk Manager

Ref: 179-JH

Role: Hire Desk Manager

Salary: £45,000 – £50,000 Per Annum Plus 20% Bonus

Location: Bury, Manchester

Hours: 40 Hours Per Week

Working Pattern: Monday – Friday

Benefits:

• Performance-related bonus
• Company pension
• Health cover and discounted gym membership
• Employee discount scheme
• Birthday day off
• Paid charity day
• Paid Christmas shutdown
• Cycle to Work scheme
• Free parking
• Ongoing training and career development opportunities

The role:

An exciting opportunity has arisen for an experienced Hire Desk Manager to lead a busy hire desk operation. The successful candidate will be responsible for driving customer satisfaction, commercial performance and operational excellence whilst managing and developing a team of Hire Controllers and Team Leaders.

The role:

• Leading, managing and developing the Hire Desk team
• Delivering regular coaching, performance reviews and development plans
• Monitoring team performance and service levels against agreed KPIs and SLAs
• Producing weekly and monthly performance reports
• Managing quotations and pricing to ensure profitability targets are achieved
• Analysing lost business opportunities and implementing improvements
• Driving customer satisfaction and service improvement initiatives
• Managing customer feedback and implementing customer journey enhancements
• Working closely with transport, service and operations teams to ensure excellent service delivery
• Identifying and implementing process improvements across the department
• Ensuring compliance with company procedures, policies and governance requirements

The successful candidate:

• Previous experience within a customer service or customer-facing environment
• Proven experience managing, coaching and developing teams
• Strong leadership and organisational skills
• Excellent communication and stakeholder management abilities
• Strong commercial awareness and problem-solving skills
• Proficient in Microsoft Office applications
• Experience delivering managed service solutions to customers

Desirable:

• Experience within a fast-paced sales or service environment
• Experience managing multi-site or national service teams
• Previous experience within hire, plant, accommodation, welfare or tool hire sectors