Hire Desk Controller - Wakefield

Job Title: Hire Desk Controller

Department: Hire Desk

Reporting to: Head of Customer Services

Location: Wakefield

Hours: 42.5 per week

The Company

At Horizon Platforms Ltd we are proud to be a leading provider of Powered Access equipment hire, sales and training in the North of England. Established in 2008, we’ve continued to grow year on year despite challenging economic times. We genuinely value our employees in the same way that we value our customers. We want you to feel challenged, fulfilled, encouraged, trained and mentored so that you can reach your full potential as quickly as possible.

This job description is structured around our employee values; Teamwork, Positivity, Ownership and Outstanding Service.

Job Purpose

In this important role within the Company, you will provide a consistent point of contact for a number of dedicated customer accounts.  You will liaise with customers and other departments to provide timely solutions and effectively meet the needs and criteria of the customer or company.  To succeed in this role, you will excel in customer service and understand the need to provide a seamless service to our customers in all areas of the Company’s business activity.



  • Work closely with all members of the team to ensure an efficient and professional service
  • Support and assist colleagues through sharing of knowledge to ensure consistency of information delivered to customers
  • Assist with sales enquires, ensuring that necessary information and new leads are forwarded onto our Sales team in a timely manner
  • Assist the training department in handling enquires, negotiating best price and accepting bookings
  • Work flexibly, helping with reasonable ad hoc duties as required


  • Demonstrate the Company Values in everything you do
  • Respect all colleagues and customers, being polite and courteous at all times


  • Co-ordinate and administer all enquiries from both your own and the wider customer base, processing all orders, off-hires and breakdowns efficiently
  • Consistently monitor the revenue generated by your customer base, escalating any opportunities or risks to the Head of Customer Services
  • Ensure all customer contact is recorded on the customer’s record, and any follow-up actions are completed in a timely manner
  • Ensure that customer issues are kept to a minimum, and where they do occur that they are resolved quickly with a positive outcome
  • Provide feedback to the Company Directors on high demand product items to assist in capital expenditure planning and budgeting
  • Demonstrate commercial awareness when negotiating pricing

Outstanding Service:

  • Ensure that you seek to surpass customer expectations in everything you do
  • Represent a consistent point of contact for your dedicated customer accounts, working proactively to maximise customer potential
  • Respond to all phone calls and e-mails effectively and professionally, thus ensuring a high standard of service at all times
  • Proactively seek new ways of ensuring the highest levels of customer service
  • Build rapport and good relationships with all new and existing clients, ensuring specific client policies are adhered to

Skills Required

  • Self-motivated with an ability to work autonomously and take responsibility
  • Excellent time management, administration and organisational skills
  • Passionate and willing to provide exceptional levels of customer service
  • Excellent written and verbal communication skills with impeccable telephone manner
  • Impeccable attention to detail
  • Fully computer literate
  • Ability to meet deadlines
  • Competent investigative and problem solving skills with an ability to look for alternative solutions
  • A flexible approach, with a positive and confident outlook and a willingness and ability to react positively to changing business demands
  • Sound geographical knowledge of the UK

Apply Now

If the above sounds exciting and you know that you can meet our expectations, simply show us why we should consider you for this role by sending your covering letter and CV to lucy.normanton@horizonplatforms.co.uk


Application Process

Most vacancies include a first stage competency based interview: online assessment and a final interview.