Equipment Hire Customer Service Administrator in Stafford

Are you passionate about delivering outstanding customer service, highly organised and great at getting things done? This is an excellent opportunity to join a growing, family-owned business where your contribution genuinely matters.

Location update: The role will initially be based in Stafford, with the business relocating to Hixon in January 2027.

About the Business

Our client is an established, family-owned business specialising in environmental compliance solutions, helping organisations across the UK operate safely and sustainably. The business supplies and hires specialist equipment for controlling airborne dust and odour emissions, as well as wastewater aeration and treatment. Working across construction, waste, wastewater and a wide range of other industries, it provides innovative solutions that help customers protect the environment and meet their regulatory responsibilities. With ambitious growth plans and a strong reputation for service and reliability, the business offers a supportive working environment where teamwork, continuous improvement and customer satisfaction are at the heart of everything it does.

The Role

Our client is looking for a Hire Customer Service Administrator to combine excellent customer service with efficient administration and coordination of its equipment hire operations. You'll manage the hire process from order handover through to delivery, collection and equipment return, ensuring everything runs smoothly and customers receive a responsive, reliable and professional service.

Key Responsibilities

• Processing hire orders, repeat hires, off-hire requests, contract extensions and quotations accurately.
• Coordinating equipment deliveries, collections and returns, including transport, lifting requirements and site arrangements.
• Liaising with customers and the engineering team to ensure equipment and resources are available when needed.
• Managing hire documentation, purchase orders and delivery confirmations.
• Coordinating customer care tickets, breakdowns, call-outs and equipment exchanges through to resolution.
• Managing missing or damaged equipment queries and facilitating cost recovery where appropriate.
• Handling enquiries from existing customers by telephone and email, building strong relationships and providing excellent service.
• Supporting wider administration, sales order processing and continuous improvements to systems and procedures.

The role also includes participation in an on-call rota to support emergency hire requirements outside normal working hours. You'll be a customer-focused, organised and proactive individual who takes pride in delivering excellent service and getting the details right.

Ideally, you'll have:

• Experience in customer service and general administration.
• Excellent written and verbal communication skills.
• Strong organisational skills and the ability to manage competing priorities.
• Good IT skills, including Microsoft Office, particularly Outlook, Word and Excel.
• A positive, solutions-focused attitude and excellent attention to detail.
• The ability to work independently while contributing to a supportive team.
• Experience in equipment hire, logistics, transport coordination or a similar operational role would be advantageous.
• Familiarity with CRM, hire management or finance systems, such as HubSpot and Sage, would also be beneficial.
• A full UK driving licence is desirable.

Most importantly, you'll be keen to learn, take ownership and consistently deliver an excellent customer experience. This is an opportunity to join a growing business that values its people, encourages new ideas and recognises the contribution each individual makes.

Benefits include:

• Competitive salary: £30,000–£35,000 per annum, depending on experience.
• Supportive team culture: Friendly, knowledgeable colleagues and a positive working environment.
• Daily lunch provision and a wide range of staff refreshments.
• Health and wellbeing support: Including annual flu vaccinations, occupational health assessments and confidential mental health support through Bupa.
• Training and development: Role-specific training and further personal development opportunities.
• Personal Prosperity Plan: Support for improving personal circumstances.
• Profit-sharing bonus scheme: An opportunity to benefit from the business's Growth By Sharing initiative.
• Modern premises: The business is relocating from Stafford to Hixon in January 2027.

Ready to Take the Next Step? If you're an enthusiastic customer service professional who enjoys variety, takes pride in being organised and wants to make a genuine difference, we'd love to hear from you. This role offers the opportunity to develop your skills, take ownership of a varied workload and become an important part of a growing business delivering specialist environmental solutions across the UK.