Desk Team Leader

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.

• 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

• 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

• 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

• 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

• 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

• 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 in a hire desk, customer service, or coordination role
• Previous supervisory or team leader experience - essential
• Experience in powered access or plant - essential
• 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 - essential

• 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%