Hire Controller

About the Role

This position is centered around delivering exceptional customer service by managing customer interactions throughout the hire process. As a Hire Controller, your role involves engaging with customers to understand their needs, guiding orders from initial enquiry through to post-hire feedback, and implementing upselling opportunities through expert product knowledge. You'll communicate with customers by phone, email, and online, taking complete ownership of their journey with us to ensure a superior experience and continuous service improvement.

Responsibilities and Expectations

• Serve as a key contact in customer service, capable of engaging customers effectively to facilitate order processing and satisfaction.
• Maintain and build strong customer relationships by understanding client operations and how rental services can enhance them.
• Manage inbound sales and hire enquiries with professionalism, aiming to complete transactions successfully.
• Utilize product expertise to identify and maximize upsell opportunities within the rental equipment range.
• Make independent decisions grounded in company policies and pricing guidelines while maintaining high service quality.
• Adapt to a fast-paced, dynamic environment balancing several tasks, deadlines, and targets with accuracy.
• Collaborate proactively with team members to support collective goals and continuous service enhancements.
• Demonstrate a commitment to improving processes by suggesting and implementing innovations that enhance customer experience.
• Employ computer literacy, particularly in MS Office applications, and embrace new IT systems to optimize work efficiency.

Candidate Profile

• Prior experience in customer service roles, ideally involving handling inbound sales or order enquiries.
• Knowledge or experience related to the hire or construction industry is advantageous but not mandatory.
• Strong communication skills, including the ability to negotiate and influence both internal and external stakeholders.
• Self-motivated and capable of using judgement and initiative within established guidelines.
• Flexible and resilient, enjoying a varied workload within an operational environment.
• A proactive team player who supports colleagues and values collaborative work culture.
• Eager to develop personal skills and pursue continuous professional growth.

About the Company

Sunbelt Rentals is a leading equipment rental company serving diverse industries such as construction, energy, government projects, and events. As part of a FTSE100 business, it offers an excellent platform for career development with a strong commitment to employee inclusion and equal treatment. Benefits include a competitive holiday allowance with flexible leave options, life assurance, retail discounts, employee recognition programs, and a robust company pension scheme.

Equal Opportunity and Additional Information

The company fosters a culture of fairness and inclusivity. Applicants will not be disqualified solely based on criminal records; each case is assessed individually according to its relevance and context to the role.