Hire Desk Administrator
Join our close-knit, innovative team in Alton as a Hire Desk Administrator! We're looking for a dedicated individual eager to grow in a customer service environment. You'll receive comprehensive training and ongoing support to develop your skills.
Role Overview:
As a Hire Desk Administrator, you'll ensure customer satisfaction by managing, distributing, and maintaining our hire fleet. You'll work closely with the Customer Service Executive Team to ensure all orders are dispatched on time and in full.
Key Responsibilities:
Customer Service:
Respond to and manage hire desk queries.
Support customers throughout their hire journey.
Handle off-hire requests and customer complaints.
Fleet Management:
Manage stock levels and product distribution between depots.
Schedule large deliveries and arrange hire exchanges.
Track and maintain test certifications for hire fleet.
Operations Coordination:
Communicate with operations, transport, and warehouse teams.
Ensure delivery dates are met and promptly report any issues.
Send weekly live hire reports to customers.
Customer Experience:
Actively seek opportunities to exceed customer expectations.
Show genuine care for customers and maintain attention to detail.
KPIs:
Seamless processing of orders and workflow.
High customer satisfaction as reflected in NPS scores.
On-time, in-full delivery with accurate and timely information.
Effective problem-solving for both team and customer.
High hire fleet utilisation.
Required Skills:
Teamwork and collaboration.
Strong planning and organisational skills.
Effective communication.
Problem-solving abilities.
Time management.
Key Traits:
Ability to work efficiently under pressure.
Accuracy and attention to detail.
Clear, concise communication skills.
Proactive, can-do attitude in a fast-paced environment.
Positive mindset and a commitment to excellence