Hire Desk Manager

Key Responsibilities

• Lead, manage and develop Hire Desk Controllers and Team Leaders in line with agreed job descriptions and performance expectations.
• Deliver effective people management through structured monthly 1:1s, coaching, and the annual PDR process, influencing behaviours and culture across the wider business.
• Management and development of the team through monthly 1:1 meetings and the annual PDR process, influencing behaviours and culture across the wider [Employer hidden — sign up to reveal] business.
• Ensuring that the hire desk is physically staffed from 0800 to 1700 Monday to Friday through staggered working patterns and management of the company's hybrid working policy.
• Produce accurate weekly and monthly performance reporting, including sales growth, new accounts, conversion, call and email volumes by individual.
• Monitor weekly workflow and capacity to ensure service levels are maintained and hybrid working controls are effective.
• Ensure all Hire Desk processes, systems and controls are consistently followed and maintained, embedding a culture of accuracy, compliance and continuous improvement.
• Ensure all pricing and quotation activity within HubSpot aligns with agreed margin targets, escalating exceptions where required and analysing lost orders to improve conversion and overall commercial performance.
• Identify inefficiencies, risks and opportunities within processes and implement improvements to enhance productivity and customer outcomes.
• Use commercial acumen to lead effective liaison between customers, suppliers and the sales teams to proactively assist all elements of the [Employer hidden — sign up to reveal]+ process/function.
• Design, implement and maintain customer journey mapping, supported by appropriate feedback mechanisms to ensure customer service excellence drives business performance.
• Operate and maintain robust customer satisfaction measurement, including monthly NPS surveys, ensuring accurate reporting and meaningful response rates.
• Work with internal teams and external partners to ensure customer insight is acted upon and service improvements are delivered.
• Ensure full compliance with company policies, procedures and governance requirements.
• Work collaboratively with Transport, Service and Operations teams to ensure seamless coordination of deliveries, collections, servicing, repairs and issue resolution, enabling efficient fulfilment and a consistent customer experience.
• Drive continuous improvement through innovative process change and best practice adoption.
• Proactively review, reflect on and act upon Peakon employee engagement scores and feedback, driving improvements in engagement, wellbeing and performance.
• Act as a role model for [Employer hidden — sign up to reveal] values, professionalism and customer first thinking.

What We're Looking For

• Experience working in a customer service role
• Cross functional team working
• Experience of using MS Office applications
• Experience of managing customer facing teams and providing managed solutions

These qualities would be a great help:

• Experience of working in a fast past sales environment
• Experience of planning and managing a national service team
• Previous experience of working in welfare & accommodation or Plant & Tool Hire industry

Why This Role Could Be for You

As the Hire Desk Manager, you will be responsible for the day to day leadership and performance of the Hire Desk, including Re Hire and Strategic Hire Desk teams. This role ensures customer requirements are consistently exceeded while driving sales growth, productivity and operational excellence. You will be managing a team of Hire Controllers and Team Leaders, will embed a strong customer focused culture, ensure adherence to company processes, and deliver sustained commercial performance in a fast paced environment. The role is accountable for monitoring hire activity, producing regular revenue and productivity reporting, and identifying opportunities for continuous improvement. You will be fully accountable for achieving agreed Hire Desk KPIs and SLAs, including revenue growth, margin, quote conversion, response times, credits, and customer complaints.