Hire Desk Administrator

LGH is one of the UK’s leading lifting equipment rental companies. As a family-owned company for over 50 years, we have made a name for ourselves by combining the highest quality equipment, unrivalled expertise, and impeccable safety standards. We support customers across the globe through continuous investment not only in our equipment and our IT systems, but also by investing in our people ensuring they work in an environment where they can thrive. We are looking for hardworking and dedicated team players who can share our enthusiasm, experience, and expertise, and most importantly, our commitment to customer service.

SUMMARY OF THE ROLE

The role of the Hire Desk Administrator is integral to the company, requiring exceptional collaboration, prioritisation, and time management skills. Operating in a fast-paced environment, this position demands meticulous attention to detail and a commitment to completing tasks in line with our standard company policies and processes. Engagement and curiosity are key attributes in order to build a deep understanding of the needs of the company and customer base as well as enabling you to use your creativity to challenge the status quo and use your initiative to strive for continuous improvement.

OVERVIEW OF ACCOUNTABILITIES

• Administrative Excellence: Collaborate with your team to ensure all entities in the group are consistently meeting ISO requirements. Ensure adherence to company processes to secure a high pass rate in ISO audits. Ensure contracts are managed in a timely and accurate manner, avoiding credits.
• On-Hire Management: Review and action completed pick lists, ensuring the real-time production of accurate delivery paperwork. Actively chase both internal and external transport suppliers for PODs to enable timely release of contracts for invoicing.
• Off-Hire Management: Promptly and accurately raise collection notes to the correct location at the point of off-hire. Proactively review and address any outstanding collections and returns, contributing to overall operational efficiency.
• Contract Closure and Invoicing: Efficiently complete off-hires and promptly close down contracts in real time, maintaining accurate records. Review and address any outstanding damage and lost quotes, ensuring a thorough resolution process. Ensure that all applicable contracts are readily available for invoicing. Facilitate weekly and monthly invoicing for contracts. Ensure customers with specific invoicing needs are being billed as per requirements.
• Customer service: Produce weekly on-rent reports and share with our valued customers. Support the Hire Desk team to exceed Customer-related SLAs by answering calls when needed.
• Query Resolution: Address and complete any queries in a timely manner, ensuring effective communication internally and externally. Collaborate with Operations & IT with Liftware maintenance and actively participate in stock-taking as required.
• Continuous Improvement: Use your creativity and initiative to identify and report all opportunities to improve company processes and systems to positively impact the customer experience and streamline processes.
• Additional Responsibilities: Produce parts & servicing quotes/orders, collaborating with the Workshop teams to ensure a seamless journey for our customers. Produce accurate test certifications for servicing of customers own kit. Undertake any other tasks and responsibilities in line with the role, demonstrating flexibility and adaptability.

QUALIFICATIONS AND EXPERIENCE

• Essential: Excellent organisational, administrative, and time management skills. IT literate with a strong knowledge of Microsoft Office applications. Collaborative team player with excellent written and verbal communication skills. Diligence and commitment to following tasks through and resolving problems.
• Desirable: Experience in a customer facing role. Ability to build strong rapport with customers, suppliers and internal stakeholders. Able to speak Dutch, German or French.

WORKING PATTERN:

Days: Monday to Friday
Hours: 37.5 hours per week
Lunch break: 30 minutes unpaid

COMPANY BENEFITS

• 25 days Annual Leave (+1 per year capped at 30)
• Company Pension Scheme
• Enhanced Family Leave
• Eye Test
• Free Equipment Hire
• Free Parking
• H.I.R.E Fit
• Hybrid working (where possible)
• Length of Service Awards
• Personal Milestone Acknowledgements
• Private Healthcare
• Professional Membership / Subscription
• Quarterly Incentive Program