Who are we?

Smiths (Gloucester) Ltd is a family-run business owned and run by the Smith family since 1982. Smiths has grown from a single owner-operated plant hire company to a multifaceted group with family values still firmly at the heart of each project undertaken. With depots in Avonmouth, Cardiff, Gloucester, Stonehouse, and Tewkesbury, we operate predominately across the South-West of England. We specialise in Construction, Waste Management, Plant Hire, Demolition, and Transport operations.

What we're looking for?

The Hire Desk Manager is responsible for leading and developing the Hire Desk team, ensuring outstanding customer service, maximum fleet utilisation, and the profitable growth of the Plant Hire Division.

The role requires a highly commercial individual with strong leadership skills, extensive knowledge of plant, machinery, and associated services, and the ability to build lasting customer relationships. The Hire Desk Manager will oversee all hire desk activities from enquiry through to off-hire while ensuring revenue opportunities are maximised and operational delivery commitments are achieved.

The successful candidate will create a high-performing hire desk function that balances customer satisfaction, fleet utilisation, commercial returns, and operational efficiency.

Responsibilities for the job role:

• Lead, motivate, and develop the Hire Desk Controllers.
• Conduct regular performance reviews and coaching sessions.
• Ensure consistent standards across customer service, administration, and commercial performance.
• Promote a positive, proactive, and solutions-focused culture.
• Monitor workload and resource levels across the Hire Desk team.
• Support recruitment, onboarding, and training of new team members.
• Oversee the day-to-day management of all hire enquiries, bookings, extensions, and off-hires.
• Ensure all customer requests are processed accurately and efficiently.
• Maintain high levels of customer service and responsiveness.
• Manage fleet availability and utilisation in conjunction with operational teams.
• Coordinate equipment movements with transport and operational departments.
• Resolve customer issues and escalate service concerns.
• Drive revenue growth through proactive management of customer accounts.
• Maximise fleet utilisation and hire income.
• Ensure correct hire rates are applied and commercial opportunities are identified.
• Monitor margins and challenge low-return hires where necessary.
• Develop pricing strategies in line with business objectives.
• Identify opportunities to increase ancillary revenue from transport, fuel, attachments, and operated hire services.
• Support contract negotiations and framework agreements.
• Develop and maintain strong relationships with key customers.
• Act as a senior point of contact for strategic accounts.
• Identify new business opportunities within existing customer accounts.
• Work closely with the sales and operational teams to secure and retain business.
• Support customer visits and presentations where required.
• Monitor fleet utilisation and availability.
• Work with workshop and operations teams to improve asset performance.
• Identify under-utilised assets and recommend corrective actions.
• Support investment decisions through utilisation and market analysis.
• Ensure accurate hire records are maintained.
• Ensure all hire documentation is completed accurately.
• Maintain compliance with company procedures and hire terms.
• Monitor debtors alongside the credit control team.
• Assist with budget preparation and financial reporting.
• Ensure adherence to Health & Safety requirements and company policies.
• Maintain accurate management information and KPI reporting.