Desk Manager

Vp plc Manchester, England, United Kingdom

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Reporting into the Head of Operational Delivery – VpRS, your main responsibilities as Hire Desk Manager (Re-Hire) will be to motivate, coach and develop team members to enable them to deliver high levels of customer service. You will embed a positive culture of continuous improvement, manage absence and resource effectively and measure and monitor operational procedures to minimise risk and cost.

You will be measured on team performance – revenue growth, credits, queries, quote conversion and margin achievement.

• Lead, motivate and manage the team through developing and coaching, whilst supporting and managing the team’s workload.
• Provide / organise any relevant training the team require to ensure there are no gaps in knowledge and to succession plan.
• Deliver regular 1:1’s with all the team and support the Re-hire Manager with weekly team huddles.
• Improve conversion rate for confirmed orders (from initial quote) by reviewing lost order reasons.
• Ensure your team achieve the KPI’s and SLA’s set, examples include: revenue, margin, inbound / outbound calls, inbound / outbound emails / tickets resolved, queries, credits.
• Manage time-keeping and absence, where applicable performance manage team members if required.
• Communicate to the team their performance in relation to the KPI’s and SLA’s and ensure performance is consistent across the team.
• Ensure target margins are achieved across all product categories and processes are followed before deviating from the target rate.
• Obtain the relevant approval before raising an order for own hire products (that can be delivered by the internal operations team). Log these orders and share with the Head of Operational Delivery - VpRS.
• Build strong positive relationships across the wider business (sales and operations), suppliers and customers.
• Lead and manage end-to-end recruitment processes to ensure timely and effective hiring.
• Play a key role in the ongoing growth and development of the business by identifying areas of opportunity and driving revenue as much as possible.
• Take the lead on process improvement projects: such as: G42, Zendesk, CXone etc… and lead the roll out of any process changes to your team.
• Be conscious of personal Health and Safety and any H&S concerns should be raised with your line manager.

• Proven experience of people management and have excellent coaching and development skills
• Articulate communicator, strong motivator, positive role model and thrives leading a team
• Ability to prioritise workloads, work under pressure and to strict deadlines with a good attention to detail
• Microsoft skills: word, excel, outlook and Power Point
• Previous experience working in the Hire Industry (desirable)

• Salary sacrifice pension
• Free Tool Hire
• Life Assurance cover 3x salary
• Share save scheme
• Recommend a friend scheme
• Learning & Development – commitment to upskilling and developing our people, structured in house training available alongside external training where required
• Cycle to work scheme
• Long service recognition
• My Vp discounts – a variety of discounts and rewards on thousands of well-known brands
• Discounts on HP products
• EE mobile contract discount offers
• Health Shield (discounted premiums on health care cash plan)
• Employee Assistance Programme
• Virtual GP Service
• Will Writing & Funeral Concierge Service
• Regit Assist 24/7 accident helpline – free joining

Established in 1954, Vp plc has evolved into a dynamic group of companies with expertise in equipment rental. Our organisation encompasses eleven prominent operating divisions:
Airpac Rentals, Brandon Hire Station, Hire Station, MEP Hire, ESS, Groundforce, TPA, Torrent Trackside, Vp Rail, UK Forks and CPH.

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 house building.

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.

Mid-Senior level

Full-time

Customer Service and Administrative

Construction and Equipment Rental Services