Hire Manager

Job Introduction As Hire Desk Manager, you will oversee and optimise the daily operations of our Hire Desk Team in Morley, Leeds, leading and developing a growing team of Hire Controllers through Senior Hire Controllers. As a leader of people managers, you will drive high standards of customer service, strengthen customer relationships, resolve complex issues and streamline hire processes across multiple sites and a broad product range, ensuring operational excellence and customer satisfaction.

Working closely with the Head of Customer Service and other operational leads, you will contribute to wider group initiatives and transformation projects, driving change and cross-functional improvements to embed scalable processes across the network. You will play a key role in shaping a high-performing, scalable service model that supports our long-term commercial goals.

• Lead, motivate, and mentor Hire Controllers, including direct management of Senior Hire Controllers and oversight of their teams
• Foster a positive, collaborative culture with effective communication, aligned goals, and clear KPIs across both locations
• Oversee day-to-day operations, ensuring service consistency, efficiency, adherence to procedures, and continuous process improvement
• Conduct regular performance reviews, coaching, and professional development; identify and develop talent for succession planning
• Manage recruitment, onboarding, and integration of new hires, providing training and development opportunities in partnership with central L&D teams
• Build and maintain strong customer relationships, handle escalations professionally, and ensure high satisfaction levels
• Maintain accurate records, operational systems, and administrative processes, including stock checks and quality control measures
• Generate and present performance reports to inform proactive decision-making and continuous improvement
• Ensure compliance with health, safety, and company regulations, embedding a culture of accountability and compliance
• Collaborate with the wider management team to maintain high standards across all UK Hire Desks and represent your area in cross-functional projects
• Contribute to national initiatives, system improvements, and change projects, ensuring local adoption and readiness for transformation

• Experience of working in the construction or equipment rental industry, ideally including the management of large Hire Desks
• Demonstrated leadership skills, with the ability to inspire and manage teams across multiple locations. Experience of managing a team through managers (i.e., leading leaders) is highly desirable
• Strong commitment to exceptional customer service and ability to drive customer-focused initiatives
• Exceptional organisational abilities, with proven experience in managing multiple priorities
• Proven ability to problem-solve, making key decisions to support business goals
• Excellent verbal and written communication skills, with the ability to liaise effectively across departments and locations
• Flexibility to adapt to changing priorities, comfortable with collaborating on digital transformation projects. Experience working in a change-oriented environment or on systems/process improvement projects is an advantage
• Proven ability to collaborate effectively with cross-functional teams and manage competing priorities
• Strong IT skills, with proficiency in Microsoft Word and Excel
• Familiarity and experience using hire desk software and operational systems, e.g., Zendesk (email), CXone (phone) Salesforce (CRM) or similar
• Ability to travel between sites and support other branches when necessary
• Geographical knowledge of the UK and their Region
• Valid driving licence
• Understanding of commercial…