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- Tasks: Lead a team of Hire Desk Controllers to deliver exceptional customer service and achieve business goals.
- Company: Join Nationwide Platforms, the UK's top provider of Powered Access rental equipment.
- Benefits: Competitive salary, career development, and a commitment to safety and inclusivity.
- Why this job: Make a real impact by leading a dynamic team in a fast-paced environment.
- Qualifications: Experience in team management and customer service, with strong coaching skills.
- Other info: Be part of an innovative company dedicated to safety and employee support.
The predicted salary is between 36000 - 60000 £ per year.
We have a new career opportunity for a Hire Desk Team Leader to join the team based at NCC in Birchwood reporting to the Customer Service Manager. This position provides an exciting opportunity for direct line management and support to a group of Hire Desk Controllers who handle the end-to-end customer experience for a set portfolio of strategic customers. You will act as an escalation point for your team and proactively provide feedback and coaching to them, whilst ensuring business objectives are delivered and high customer satisfaction levels are achieved. Main Duties include:
- Effectively line manage the Hire Desk Controllers, adopting a proactive approach to ensure that the target for revenue, conversion, productivity, contract accuracy, response times and call/email quality are met consistently each month.
- Take an active role in supporting the team with workload and to co-ordinate this. You will be expected to handle incoming queries and to ensure effective management of calls and inboxes throughout the day.
- Manage the conversion of hire enquiries into orders to ensure achievement of revenue targets and maximise all additional sales opportunities.
- Interpret & identify best solutions for customer requirements through your team, ensuring real time capture of customer information.
- Monitor and promote accuracy of information entered to minimise customer issues and disputes and maximise business efficiency.
- Promote a customer service centred culture through a sales service model where the customer is at the heart of everything we do to achieve company NPS benchmark.
- Monitor daily activity and take corrective action in order to meet customer expectations while liaising with other departments.
- Provide clear first line leadership and direction for team members managing under performance or improvement requirements in a timely manner.
- Deliver on a clear performance management / coaching framework linked to achieving targets and identify training and development needs.
- Deal with all customer escalations in a professional, efficient, and timely manner through to resolution.
- Review management information/reports and follow up on outputs with the team.
- Ensure compliance to legislative requirements and internal quality, health, safety and environmental policies and standards.
- Ideally experience in managing a team, with an ability to coach and develop
- Experience of working within a busy contact centre with both inbound and outbound call handling
- Experience in an end to end customer experience environment preferable.
- Demonstrates a standard of selling & negotiation skills to maximise revenue through a sales through service approach
- Ability to analyse and interpret reports to drive performance
- Ability to establish credibility and be decisive, but able to recognise and support the preferences and priorities of the organisation
About Nationwide Platforms
Part of the Loxam Group, Nationwide Platforms are the UK\’s leading specialist provider of Powered Access rental equipment, with the largest and broadest fleet, local depots spread across the country and our wealth of experience partnering with companies in a variety of sectors including Construction, Warehouse & Distribution, Aviation, Facilities Management, Industrial Services, Telecoms and Media, our customers can depend on us to provide the right solution to support their every working at height need. At Nationwide Platforms, your safety is absolutely our priority. Our award winning BlueSky Solutions and Training division offer our customers access to the latest and safest ways to work and through long standing partnerships with our manufacturers, we will always provide equipment that will lead the way to a safer industry. Some of our innovations include the award-winning secondary guarding systems and Harness ON, a range of pioneering Material Handling Attachments (MHAs), and the SkySentry control and monitoring system. At Nationwide Platforms, we are dedicated to fostering a diverse, equitable, and inclusive workplace. We recognise that a variety of perspectives, experiences, and backgrounds is crucial to our success in the Powered Access industry. Our commitment is to ensure that every employee feels respected, valued, and supported in their work environment Nationwide Platforms
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Hire Desk Team Leader employer: Nationwide Platforms
Contact Detail:
Nationwide Platforms Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Hire Desk Team Leader
✨Tip Number 1
Get to know the company inside out! Research Nationwide Platforms and understand their values, products, and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can boost your chances of landing that Hire Desk Team Leader role.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with managing a team and handling customer escalations. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your skills effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind for the hiring team.
We think you need these skills to ace Hire Desk Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Hire Desk Team Leader role. Highlight your experience in managing teams and delivering excellent customer service, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've successfully managed teams and improved customer satisfaction in the past. We love a good story!
Showcase Your Leadership Skills: Since this role involves direct line management, make sure to highlight your leadership style and any relevant achievements. We want to know how you motivate and support your team to meet targets and deliver exceptional service.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at Nationwide Platforms!
How to prepare for a job interview at Nationwide Platforms
✨Know Your Team Dynamics
Before the interview, take some time to understand the dynamics of a Hire Desk team. Familiarise yourself with how effective line management and coaching can impact team performance. Be ready to discuss your approach to managing a team and how you would support them in achieving their targets.
✨Showcase Customer-Centric Mindset
Since customer satisfaction is key for this role, prepare examples that demonstrate your commitment to a customer service-centred culture. Think about times when you've gone above and beyond to resolve customer issues or improve their experience, and be ready to share these stories.
✨Highlight Your Sales Skills
This position involves maximising revenue through a sales service approach. Brush up on your selling and negotiation skills, and come prepared with examples of how you've successfully converted enquiries into orders in previous roles. This will show that you understand the importance of driving sales while maintaining excellent service.
✨Prepare for Performance Management Questions
Expect questions around performance management and coaching. Think about how you would handle underperformance within your team and what strategies you would implement to ensure continuous improvement. Being able to articulate a clear framework for performance management will set you apart.
