Hire Safe Solutions Ltd
Hire Desk Team Leader
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Hire Desk Team Leader
About the Role
Reporting to the Director of Operational Excellence, the Hire Desk Team Leader is responsible for supporting the day-to-day running of the hire desk, ensuring excellent customer service, efficient operations, and consistent service delivery.
This role acts as a key link between customers, sales, transport, engineering, fulfilment, and operations, helping to ensure powered access equipment is hired out safely, efficiently, and in line with company standards.
The Hire Desk Team Leader provides hands-on supervision to the team, supporting performance, resolving issues, and maintaining smooth operations.
Duties
Team Support & Supervision
- Support, coach, and guide a team of Hire Desk Controllers
- Assist in setting daily priorities and allocating workload
- Act as the first point of escalation for team queries and issues
- Support onboarding and training of new team members
- Encourage a positive, customer-focused team environment
Customer Service
- Support the handling of customer enquiries, quotations, and hire contracts
- Ensure service standards are maintained across all customers
- Resolve escalated customer issues in a timely and professional manner
- Provide guidance on product selection, availability, and hire terms
- Build strong day-to-day relationships with customers
Hire Desk Operations
- Oversee daily hire desk activities, including on-hires, off-hires, and extensions
- Ensure accuracy of bookings, contracts, and system updates
- Liaise with transport and engineering teams to support delivery and collection schedules
- Ensure processes are followed in line with company policies
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Systems & Processes
- Support the effective use of hire desk systems and internal apps
- Ensure data is accurate and kept up to date
- Assist with improving simple processes to increase efficiency
- Support basic reporting and data tracking
Commercial Support
- Support Business Development Managers with account coordination and service delivery
- Identify opportunities to maximise hires and utilisation
- Assist in maintaining strong customer relationships to support repeat business
Quality & Performance
- Support monitoring of key KPIs (e.g. response times, contract accuracy, customer service)
- Help ensure consistency across customer interactions
- Identify and flag opportunities for operational improvement
- Follow all SHEQ procedures and company standards
- Provide cover across the team during absences or peak periods
Experience & Skills
- Experience in hire desk, customer service, or coordination roles
- Previous supervisory or team leader experience
- Strong communication and organisational skills
- Ability to manage multiple priorities in a busy environment
- Good working knowledge of hire desk systems and Microsoft Office
- Customer-focused, with a proactive, problem-solving approach
- Knowledge of powered access equipment and regulations (desirable)
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About Hire Safe Solutions
At Hire Safe Solutions, we’re proud to be a leading provider of powered access solutions and related products for working at height.
Since our founding in 2013, we’ve built a reputation for being honest, reliable, and responsive.
We strive to be the most respected powered access provider, delivering:
- Exceptional service
- Uncompromising safety
- Innovative solutions that elevate our customers’ success and set new industry standards
We’re passionate about our customers, our team, and the power of innovation. Our business is constantly evolving to meet changing client needs and stay ahead in a dynamic market.
Safety is at the heart of everything we do – with curious minds and a forward-thinking approach, we’re committed to being at the cutting edge of powered access technology in a fast-paced, collaborative environment.
We take pride in helping businesses deliver successful projects, offering expert guidance and tailored solutions so they can focus on growth.
Why Work With Us?
A fast-growing, people-first business, we turn ideas into action and build success on doing things right.
Benefits
- Competitive salary
- 26 days annual leave + bank holidays
- Private medical insurance & health cash plan
- Group life assurance, critical illness cover & income protection
- Pension – employer match up to 10%
Apply Now — Let’s build a safer, sustainable future together.
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