Hire Desk Controller - Implant

We are looking for an enthusiastic Hire Desk Controller to provide an end to end hire desk service on behalf of Nationwide Platforms, servicing the Balfour Beatty account. This is a Fixed Term Contract role, initially for 3 months.Working from the Balfour Beatty office in Thurnscoe, you will have full control of the day to day running of a busy hire desk, ensuring a high level of service is achieved at all times. Through effective customer management you will maximise revenue and profit targets and ensure fast and efficient fulfilment of orders and administration tasks on a daily basis. Responsibilities include: To own the day to day running of the Balfour Beatty NWP Implant desk. This will include all daily operational activities to ensure the desk is run to a high level at all timesTo meet account SLA's around email response timesAccount management of our Implant desk, ensuring revenue growth through relationship managementConvert quotation to order on first contact including compliancy to the customers minimum standardsIdentify cross sell and upsell opportunitiesTo work closely with the Balfour Beatty Strategic Account Manager, ensuring a strong relationship is built to work in unity to support customer needsFollow up and chase open quotes within in a timely fashionConduct inbound and outbound calls in a professional mannerPromote the NWP brand to maintain market leading imageUnderstand and articulate product range and individual account requirements (customer gets the right machine for the job)Provide a seamless customer journey, and identify ways in which to improve the customer experienceBuild strong relationships with other departments (e.g. transport planners)/liaise with stakeholders, customers internal and externalCollaboration with external customer facing teams including customer visits to build relationshipsComplete the transactional hire operation on/off hire accuratelyMaintain an accurate CRM system (LVIS) and comply with company policy regarding the maintenance of customer dataTo also learn and maintain customer CRM systems in line with their company policiesRespond/Resolve and escalate customer related problems or service issues were requiredComplete customer requested reports in a timely mannerSupport dispute and damage resolution in a timely fashionTo escalate and record reasons for lost businessTo attend customer meetings including a monthly debt meetingMaintain internal health and safety and corporate governance standards in accordance with Nationwide Platforms policyTo complete required administration tasks in a timely mannerTo work alongside an Implant Support hire desk controller and to effectively co-ordinate work Qualification and Experience Requirements Strong verbal and written communication skillsIT LiterateExperience of inbound and outbound telephone-based account management, telesales or customer service in a business to business environmentExcellent telephone manner with the ability to keep calm under pressure and build rapport with customersAbility to establish credibility act decisively, but able to recognise and support preferences and priorities of the customerProactive, high energy team player, ability to work closely with colleagues at all levels.Able to demonstrate effective negotiation skills to ensure business is won on viable and competitive commercial termsExcellent self-organisation, planning and attention to detail designed to ensure accurate information logging and reviewTo work well under pressure in what is a very fast paced, changing environmentResults and target driven and high motivation levels Desirable Powered access or related industry knowledgeIndustry health and safety knowledgeIPAF 3a +3bGCSE level equivalent Maths and EnglishPart of the Loxam Group, Nationwide Platforms are the UK's market leader in powered access with a fleet of 13,500 machines operating from 32 depots across the country, we have the operational capacity, experience and expertise to fully satisfy our customers working at height needs.Employing 1,100 staff across the UK, we have an established workforce which supports an inclusive and diverse organisation. Nationwide Platforms strongly believe that equal opportunities for our existing and prospective employees is important, and continues to build upon our culture of respect, teamwork and excellence.We pride ourselves on putting health and safety first in all of the products, services and support we provide. This all-embracing commitment to welfare and wellbeing is epitomised by our "Your Safety, Our Priority" programme.For further information please contact the Recruitment Team on 01455 206808 or
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