• Lead motivate and mentor the team through developing, coaching and providing feedback
• Influence behaviours and culture within the department ensuring professionalism at all times
• Promote and ensure team work towards Speedy Values
• Managing employee disciplinary issues, reporting issues and seeking advice from the Customer Service Manager / HR Business partner
• Conducting effective employee Appraisals and 1:1’s on a regular basis
• Provide full support and deal with escalations of problems/queries
• Planning of employee’s working schedules and absence cover
• Ensuring employee’s receive an induction and training applicable to their role

• Promote customer service excellence ensuring the quality of customer care  and service are of the highest standard
• Champion process improvement for the department and knowledge share
• Understanding customers and their markets to offer the best solution to their needs
• Ensuring the department is performing against all agreed targets/budgets and managing all costs within
• Liaising with Op’s and Sales team assisting in the management of customer accounts on a regular basis
• Ensure processes/procedures are safe and comply with Speedy and customer expectations
• Understanding and practical knowledge of all working practices (on hires, off hires, cross rentals, breakdowns, back on hires, loss, damage, etc)
• Accuracy within all Speedy operating systems (Ax and CRM specifically)
• Maintaining up-to-date knowledge across the desk of the  equipment and services Speedy offer
• Selling the benefits of new product and services and attempting to up-sell existing products
• Excellent management of Operations Schedule
• Supporting and communicating effectively with the Depot Network
• Maintaining knowledge of the Groups equipment for Hire / Sale and activities
• Conducting additional Ad-hoc duties as may be required
• Following all company procedures and policies within the Company handbook

Ensuring all relevant training has been attended

Essential Skills

• Ability to lead, motivate and manage a large team demonstrating influencing and persuasive skills, gaining buy in from stakeholders
• Demonstrated strong coaching and development skills of team members
• Provide leadership and support to employees
• Self motivated and conscientious
• Good organisational and communication skills
• Customer Service excellence internally & externally
• Flexibility in all areas of the role
• Excellent negotiation, interpersonal and communication skills
• Capable of developing strong client relationships
• Proven Commercial Acumen
• Experience of Axapta, On-Guard and Microsoft Office Programmes.
• Ability to prioritise work load,  work under pressure and to strict deadlines
• Ability to adapt to individual and operational change in a diverse and fast-paced organisation
• High level of integrity & trust
• Positive attitude and driven behaviour
• Accuracy

Desirables

Previous experience of working in the Hire  Industry