At a Glance
- Tasks: Lead a dynamic team, ensuring top-notch customer service and smooth hire desk operations.
- Company: Join Hire Safe Solutions, a leading powered access provider with a people-first culture.
- Benefits: Enjoy competitive salary, 26 days leave, private medical insurance, and a strong pension plan.
- Other info: Be part of a collaborative team that values innovation and personal growth.
- Why this job: Make a real impact in a fast-paced environment while helping customers succeed.
- Qualifications: Experience in customer service or coordination, with strong communication and organisational skills.
The predicted salary is between 30000 - 30000 £ per year.
Reporting to the Director of Operational Excellence, the Hire Desk Team Leader is responsible for supporting the day-to-day running of the hire desk, ensuring excellent customer service, efficient operations, and consistent service delivery. This role acts as a key link between customers, sales, transport, engineering, fulfilment and operations, helping to ensure powered access equipment is hired out safely, efficiently, and in line with company standards. The Hire Desk Team Leader provides hands-on supervision to the team, supporting performance, resolving issues, and maintaining smooth operations.
Duties
- Team Support & Supervision
- Support, coach, and guide a team of Hire Desk Controllers
- Assist in setting daily priorities and allocating workload
- Act as the first point of escalation for team queries and issues
- Support onboarding and training of new team members
- Encourage a positive, customer-focused team environment
- Customer Service
- Support the handling of customer enquiries, quotations, and hire contracts
- Ensure service standards are maintained across all customers
- Resolve escalated customer issues in a timely and professional manner
- Provide guidance on product selection, availability, and hire terms
- Build strong day-to-day relationships with customers
- Hire Desk Operations
- Oversee daily hire desk activities including on-hires, off-hires, and extensions
- Ensure accuracy of bookings, contracts, and system updates
- Liaise with transport and engineering teams to support delivery and collection schedules
- Ensure processes are followed in line with company policies
- Systems & Processes
- Support the effective use of hire desk systems and internal apps
- Ensure data is accurate and kept up to date
- Assist with improving simple processes to increase efficiency
- Support basic reporting and data tracking
- Commercial Support
- Support Business Development Managers with account coordination and service delivery
- Identify opportunities to maximise hires and utilisation
- Assist in maintaining strong customer relationships to support repeat business
- Quality & Performance
- Support monitoring of key KPIs (e.g. response times, contract accuracy, customer service)
- Help ensure consistency across customer interactions
- Identify and flag opportunities for operational improvement
- Follow all SHEQ procedures and company standards
- Provide cover across the team during absences or peak periods
Experience
- Experience in a hire desk, customer service, or coordination role
- Previous supervisory or team leader experience
- Strong communication and organisational skills
- Ability to manage multiple priorities in a busy environment
- Good working knowledge of hire desk systems and Microsoft Office
- Customer-focused with a proactive, problem-solving approach
- Knowledge of powered access equipment and regulations (desirable)
The Company
At Hire Safe Solutions, we’re proud to be a leading provider of powered access solutions and related products for working at height. Since our founding in 2013, we’ve built a reputation for being honest, reliable, and responsive. We strive to be the most respected powered access provider by delivering exceptional service, uncompromising safety, and innovative solutions that elevate our customers’ success and set new standards across the industry. We’re passionate about our customers, our team, and the power of innovation. Our business is constantly evolving to meet the changing needs of our clients and to stay ahead in a dynamic market. Safety is at the heart of everything we do. With curious minds and a forward-thinking approach, we’re committed to being at the cutting edge of powered access technology. Our fast-paced, collaborative environment thrives on purposeful communication and genuine interest in our customers and their businesses. We take pride in helping businesses deliver their projects successfully - offering expert guidance and tailored solutions so they can focus on what they do best: growing and making money. When our customers succeed, we succeed. When our people grow, our business grows with them.
Why work with us
- We’re a fast-growing, people-first business where ideas turn into action and doing things right is how success is built.
- Competitive salary
- 26 days annual leave + bank holidays
- Private medical insurance & health cash plan
- Group life assurance, critical illness cover & income protection
- Pension - employer match up to 10%
Apply Now - Let's build a safer, sustainable future together.
Locations
Hire Desk Team Leader in Cheshire, Runcorn employer: Hire Safe Solutions Ltd
At Hire Safe Solutions, we pride ourselves on being a people-first employer that fosters a collaborative and innovative work culture. As a Hire Desk Team Leader, you will benefit from competitive salaries, generous annual leave, and comprehensive health plans, all while working in a dynamic environment that prioritises employee growth and customer success. Join us in our mission to set new standards in powered access solutions and be part of a team where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Hire Desk Team Leader in Cheshire, Runcorn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hire Safe Solutions Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hire Safe Solutions Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Hire Desk Team Leader in Cheshire, Runcorn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hire Safe Solutions Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hire Safe Solutions Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hire Safe Solutions Ltd!
How to prepare for a job interview at Hire Safe Solutions Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
