Hire Desk Manager - Plant Hire

Who are we?

Smiths (Gloucester) Ltd is a family run business owned and run by the Smith family since 1982. Smiths has grown from a single owner-operated plant hire company to a multifaceted group with family values still firmly at the heart of each project undertaken. With depots in Avonmouth, Cardiff, Gloucester, Stonehouse and Tewkesbury we operate predominately across the South-West of England. We specialise in Construction, Waste Management, Plant Hire, Demolition and Transport operations.

What we're looking for?

The Hire Desk Manager is responsible for leading and developing the Hire Desk team, ensuring outstanding customer service, maximum fleet utilisation and the profitable growth of the Plant Hire Division.

The role requires a highly commercial individual with strong leadership skills, extensive knowledge of plant, machinery and associated services, and the ability to build lasting customer relationships. The Hire Desk Manager will oversee all hire desk activities from enquiry through to off-hire whilst ensuring revenue opportunities are maximised and operational delivery commitments are achieved.

The successful candidate will create a high-performing hire desk function that balances customer satisfaction, fleet utilisation, commercial returns and operational efficiency.

Responsibilities for the job role:

• Lead, motivate and develop the Hire Desk Controllers.
• Conduct regular performance reviews and coaching sessions.
• Ensure consistent standards across customer service, administration and commercial performance.
• Promote a positive, proactive and solutions-focused culture.
• Monitor workload and resource levels across the Hire Desk team.
• Support recruitment, onboarding and training of new team members.

• Oversee the day-to-day management of all hire enquiries, bookings, extensions and off-hires.
• Ensure all customer requests are processed accurately and efficiently.
• Maintain high levels of customer service and responsiveness.
• Manage fleet availability and utilisation in conjunction with operational teams.
• Coordinate equipment movements with transport and operational departments.
• Resolve customer issues and escalating service concerns.

• Drive revenue growth through proactive management of customer accounts.
• Maximise fleet utilisation and hire income.
• Ensure correct hire rates are applied and commercial opportunities are identified.
• Monitor margins and challenge low-return hires where necessary.
• Develop pricing strategies in line with business objectives.
• Identify opportunities to increase ancillary revenue from transport, fuel, attachments and operated hire services.
• Support contract negotiations and framework agreements.

• Develop and maintain strong relationships with key customers.
• Act as a senior point of contact for strategic accounts.
• Identify new business opportunities within existing customer accounts.
• Work closely with the sales and operational teams to secure and retain business.
• Support customer visits and presentations where required.

• Monitor fleet utilisation and availability.
• Work with workshop and operations teams to improve asset performance.
• Identify under-utilised assets and recommend corrective actions.
• Support investment decisions through utilisation and market analysis.
• Ensure accurate hire records are maintained.

• Ensure all hire documentation is completed accurately.
• Maintain compliance with company procedures and hire terms.
• Monitor debtors alongside the credit control team.
• Assist with budget preparation and financial reporting.
• Ensure adherence to Health & Safety requirements and company policies.
• Maintain accurate management information and KPI reporting.

Knowledge & Experience Required

Essential

• Minimum 3 years' experience within the Plant Hire industry.
• Previous experience managing a Hire Desk team.
• Strong knowledge of plant hire equipment, attachments and associated services.
• Extensive experience of plant hire systems and processes.
• Excellent commercial awareness and financial understanding.
• Proven ability to maximise utilisation and profitability.
• Strong customer relationship management skills.
• Experience managing KPIs and operational performance.
• Strong people management and leadership ability.
• Full UK driving licence.

Desirable

• CPCS, NPORS or plant industry knowledge.
• Experience of Syrinx, Point of Rental or other hire management systems.
• Experience managing large regional hire fleets.

What can we offer you?

• Life Assurance Scheme
• Company Car or Car Allowance
• Free on-site Parking
• Earn Additional Annual Leave with Length of Service
• Corporate gym membership discount
• Annual Salary Review
• Employee discount (50% on Skip Hire, other discounts on group services)
• Progression opportunities
• 24 hour unlimited access to mental health support

What are our core values?

If these values align with yours you are in the right place!

Honesty - We believe that honesty in all matters is the best policy.

Family values - We operate as a family unit with high moral standards, discipline and respect.

Hardworking - We are certain that nothing is impossible if you work hard enough at it.

Reliability - We pride ourselves on not letting people down and being true to our word.

Environmental sustainability - We aim to minimise the impact that our company has on the environment by reducing emissions and waste, and recycling a large proportion of our waste (90% plus). We truly believe in a greener future for generations to come.

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