Customer Service Manager

About The Role

Are you an experienced people manager, looking for a new and exciting career move? Read on as we may have just the job you are looking for!

We are continuing to experience an exciting period of company growth, so it's a great time to join our team and play a key role in our commitment to Deliver Service Excellence.

Responsibilities

In the role of Hire Desk Manager you will manage a team of hire controllers to ensure that optimum customer service is delivered to the Client in line with the Service Level Agreement (SLA) and in a way that maximises Sunbelt Rentals opportunity to increase revenue and business share. You will be responsible for:

1. Providing excellent customer service whilst managing customer expectations within the framework of the SLA.
2. Working in partnership with Sunbelt Rentals Service Centres to ensure that the Customer experiences an optimum and seamless service.
3. Developing a strong sense of customer ownership, being fully conversant with all aspects of the relevant SLA and customer requirements and processes.
4. Operating remotely within the Customer environment.
5. Building effective customer relationships across all client sites.

What can we offer you in return? You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider. We provide an industry-leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.

About You

If you join the team we’ll provide you with everything you need and ensure you are equipped for success. We’ll talk to you about your training and personal development needs and what you’d like to do to further your career and support your future aspirations.

What you will need to bring to the Hire Desk Manager role from day one:

1. Previous experience in a customer service role, preferably within a Customer Contact Centre or Service Centre environment.
2. Strong interpersonal and influencing skills with the ability to effectively communicate across all levels and functions both within Sunbelt Rentals and customer organisation.
3. Strong customer service ethic, reviews and actively seeks to resolve issues and improve service standards throughout the account.
4. Effective planning and organising skills and a methodical approach with close attention to detail and adherence to company standards and procedures.
5. Excellent leadership skills with people management and development experience.

About Us

Sunbelt Rentals is the leader in equipment rentals in the UK, Ireland, US and Canada - as well as specialist operations in Europe. We provide a range of solutions to every market and sector, including construction, industrial, energy, infrastructure, government and events. Our teams make the impossible possible and the unthinkable doable. Turning what if into what is.

Our people are at the heart of our values and they’re our greatest asset. We rely on you to look after our customers so in return, we take good care of you. We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect.

Your health, safety and wellbeing is really important to us. We’re raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. You’ll also be able to access a 24-7 employee assistance helpline, counselling services and financial wellbeing support.