Customer Service / Hire Desk Coordinator

Chester Depot. Customer Service / Hire Desk Coordinator to deliver excellent customer service and efficient hire desk operations by managing customer enquiries, coordinating equipment hires, ensuring accurate administration, and supporting smooth operational workflow. This role is key to providing a professional, responsive, and high-quality experience for all customers., Customer Service & Front-Line Support

• Act as the first point of contact for customer enquiries via phone, email, and in-person.
• Provide professional, friendly, and accurate information about products, services, hire availability, and pricing.
• Build strong working relationships with customers to encourage repeat business.
• Handle complaints or service issues promptly, escalating where necessary.

Hire Desk Coordination

• Process hire requests, off-hire instructions, extensions, and amendments.
• Ensure the correct equipment is ordered, allocated, and available when required.
• Liaise with the transport and operations team to schedule deliveries, collections, and service calls.
• Maintain up-to-date knowledge of the hire fleet, accessories, and add-on services.

Administration & Documentation

• Create and maintain hire contracts, quotes, and customer records with accuracy.
• Process purchase orders, delivery notes, collection notes, and all associated paperwork.
• Ensure compliance with company policies, pricing structures, and hire terms.
• Track contract end dates and proactively manage off-hire processes.

Commercial Accountability

• Provide accurate quotations in line with pricing matrices.
• Upsell additional products or services where appropriate.
• Assist with monitoring utilisation, shortages, and equipment availability to maximise revenue.
• Support credit control by ensuring correct billing information and flagging overdue accounts.

Operational Support

• Work closely with operations, service engineers, and logistics colleagues to resolve issues.
• Communicate delays, shortages, or disruptions to customers proactively.
• Ensure compliance with H&S procedures and legal requirements (e.g., LOLER, asset checks if relevant to your industry).

Essential

• Strong customer service experience in a fast-paced environment.
• Previous experience in a hire desk, rental, depot, trade counter, or similar coordination role.
• Excellent verbal and written communication skills.
• Strong organisational skills with high attention to detail.
• Proficient with IT systems (InspHire, Syrinx, CRM, hire systems, ERP, or Microsoft Office).
• Ability to multitask and prioritise under pressure.
• Problem-solving mindset and confident decision-making.

Desirable:

• Industry experience (plant hire, tool hire, equipment rental, construction, facilities management, logistics).
• Knowledge of hire processes, contracts, and equipment categories.
• Experience managing transport planning or scheduling.

Key Behaviours

• Customer-first attitude
• Professional and courteous manner
• Team player with collaborative approach
• Reliability and strong work ethic
• Proactive approach to problem-solving
• Calm under pressure
• Strong ownership and accountability