Hire Safe Solutions Ltd
Hire Desk Team Leader
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Hire Desk Team Leader
Hire Desk Team Leader (Reporting to the Director of Operational Excellence)
About the Role
The Hire Desk Team Leader supports the day-to-day operations of the hire desk, ensuring excellent customer service, efficient operations, and consistent service delivery.
Acting as a key interface between customers, sales, transport, engineering, fulfilment, and operations, this role is responsible for overseeing the safe and efficient hire of powered access equipment while adhering to company standards.
The Hire Desk Team Leader provides hands-on supervision, supports performance, resolves issues, and maintains smooth operations.
Responsibilities
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
- Handle customer enquiries, quotations, and hire contracts
- Maintain high service standards across all interactions
- 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
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Hire Desk Operations
- Oversee daily activities including on-hires, off-hires, and extensions
- Ensure accuracy of bookings and system updates
- Liaise with transport and engineering teams for delivery & collection schedules
- Follow processes in line with company policies
Systems & Processes
- Support effective use of hire desk systems and internal apps
- Ensure data accuracy and up-to-date records
- Assist in improving processes for efficiency and effectiveness
- Contribute to simpler reporting and data tracking
Commercial Support
- Assist Business Development Managers with account coordination
- Identify opportunities to maximise hires and utilisation
- Support repeat business through strong customer relationships
Quality & Performance
- Monitor key KPIs (response times, contract accuracy, customer service)
- Enhance consistency across interactions
- Identify operational improvement opportunities
- Adhere to SHEQ procedures and company standards
- Provide cover during absences or peak periods
Requirements
- Experience in a hire desk, customer service, or coordination role
- Supervisory or team leader experience – essential
- Specialised knowledge of powered access or plant equipment – essential
- Strong communication and organisational skills
- Ability to manage multiple priorities in a fast-paced environment
- Working knowledge of hire desk systems and Microsoft Office
- Customer-focused, proactive, and problem-solving mindset
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The Company: Hire Safe Solutions
We are a leading provider of powered access solutions and related products for working at height. Since 2013, we’ve built a reputation for being honest, reliable, and responsive.
Our values:
- Exceptional service drives customer success
- Uncompromising safety is our top priority
- Innovation fuels our growth in a dynamic industry
At Hire Safe Solutions, we empower our passionate team to innovate and grow. Working with us means contributing to safer, more sustainable futures while benefiting from a supportive and collaborative environment.
Why Work With Us?
- Fast-growing, people-first business with a hands-on, action-driven culture
- Competitive salary and development opportunities
- 26 days annual leave + bank holidays (+ flexible policies)
- Private medical insurance & health cash plan
- Pension contribution (employer matches up to 10%)
- Group benefits including life assurance, critical illness cover, and income protection
Join us today – Let’s build a safer, sustainable future together. Apply now!
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