Reporting into the VpRS Hire Desk Manager you will play a key role in ensuring all processes in relation to hire orders are followed correctly by both Hire Controllers and our Re-hire Suppliers. You will be measured on managing customer queries in a timely manner, conducting root cause analysis and proposing business improvements to reduce customer queries and Vp invoice queries with suppliers.Key ResponsibilitiesRespond to customer queries in an effective, professional and timely manner defined within the set SLA’sRespond to supplier queries in an effective, professional and timely manner defined within the set SLA’sCarry out root cause analysis on all queries to ensure future credits for the same reasons are avoided and continual business improvements are madeEnsuring the effective management of end to end processes as they play a key role in customer retentionMatch or surpass the target conversion rate from query to customer credit set by your line manager, always aiming to increase the number of queries that are resolved with no credit dueLiaise effectively with suppliers in order to provide a seamless service to the customerHighlight orders where target margins aren’t achieved across all product categories and ensure processes are followed to increase the margin to Vp.Responsible for query resolution in a timely manner for the customerAccurate use of G42 to ensure customers are charged correctly and we pay suppliers correctly. Along with adding notes to evidence the outcome of the queryEnsure you achieve the KPI’s set, examples: volume and value of queries / credits, average margin achievedEffective use of the systems we use to operate including but not limited to: Softco, Zendesk, CXone, G42Be conscious of personal Health and Safety and any H&S concerns should be raised with your line managerWhen it is considered necessary or appropriate by management you may be required to carry out any duties within your skill set and competence to assist the smooth running of the businessWhat We’re Looking ForProven experience of providing a first-class customer service experienceArticulate communicator, enthusiastic, revenue focused and thrives in a team environmentAbility to prioritise workloads, work under pressure and to strict deadlines with a good attention to detailMicrosoft skills: word, excel and outlookDesirable but not essential:Previous experience in working in the Hire IndustryWhat We Can Offer You25 days + bank holidaysAdditional holiday purchase schemeSalary Sacrifice Pension scheme (auto-enrolment after 3 months, employee pays 5% + 3% Vp contribution)Annual bonus schemeLife Assurance cover- 3 x salary (from day 1)Share Save SchemeEye care vouchersRecommend a Friend SchemeLearning & DevelopmentPotential study support for CICM qualification.Free tool hireCycle to Work SchemeFlu vaccinationsUNUM - Employee Assistance ProgrammeLong Service Recognition SchemeMy Vp discounts – a variety of discounts/rewards on thousands of well-known brandsDiscounts on HP productsEE mobile contract discount offersDiscounted gymHealth Shield (discounted premiums on health care cash plan)Regit Assist 24/7 accident helplineA Little Bit about UsEstablished in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental. Our organisation encompasses seven prominent operating divisions: Airpac Rentals, Brandon Hire Station, ESS, Groundforce, TPA, Torrent Trackside, and UK Forks.Across these divisions, we proudly provide an extensive range of specialist products and comprehensive services tailored to various industries. Our offerings cater to diverse sectors such as construction, civil engineering, rail, water, oil and gas, outdoor events, and housebuilding.With a rich history and a commitment to excellence, Vp plc is your trusted partner for all your equipment rental needs.Vp plc is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.
