Hire Manager

Job Introduction As Hire Desk Manager, you will oversee and optimise the daily operations of our Hire Desk Team in Morley, Leeds, leading and developing a growing team of Hire Controllers through Senior Hire Controllers. As a leader of people managers, you will drive high standards of customer service, strengthen customer relationships, resolve complex issues and streamline hire processes across multiple sites and a broad product range, ensuring operational excellence and customer satisfaction.
Working closely with the Head of Customer Service and other operational leads, you will contribute to wider group initiatives and transformation projects, driving change and cross-functional improvements to embed scalable processes across the network. You will play a key role in shaping a high-performing, scalable service model that supports our long-term commercial goals., Lead, motivate, and mentor Hire Controllers, including direct management of Senior Hire Controllers and oversight of their teams
Foster a positive, collaborative culture with effective communication, aligned goals, and clear KPIs across both locations
Oversee day-to-day operations, ensuring service consistency, efficiency, adherence to procedures, and continuous process improvement
Conduct regular performance reviews, coaching, and professional development; identify and develop talent for succession planning
Manage recruitment, onboarding, and integration of new hires, providing training and development opportunities in partnership with central L&D teams
Build and maintain strong customer relationships, handle escalations professionally, and ensure high satisfaction levels
Maintain accurate records, operational systems, and administrative processes, including stock checks and quality control measures
Generate and present performance reports to inform proactive decision-making and continuous improvement
Ensure compliance with health, safety, and company regulations, embedding a culture of accountability and compliance
Collaborate with the wider management team to maintain high standards across all UK Hire Desks and represent your area in cross-functional projects
Contribute to national initiatives, system improvements, and change projects, ensuring local adoption and readiness for transformation

Experience of working in the construction or equipment rental industry, ideally including the management of large Hire Desks
Demonstrated leadership skills, with the ability to inspire and manage teams across multiple locations. Experience of managing a team through managers (i.e., leading leaders) is highly desirable
Strong commitment to exceptional customer service and ability to drive customer-focused initiatives
Exceptional organisational abilities, with proven experience in managing multiple priorities
Proven ability to problem-solve, making key decisions to support business goals
Excellent verbal and written communication skills, with the ability to liaise effectively across departments and locations
Flexibility to adapt to changing priorities, comfortable with collaborating on digital transformation projects. Experience working in a change-oriented environment or on systems/process improvement projects is an advantage
Proven ability to collaborate effectively with cross-functional teams and manage competing priorities
Strong IT skills, with proficiency in Microsoft Word and Excel
Familiarity and experience using hire desk software and operational systems, e.g., Zendesk (email), CXone (phone) Salesforce (CRM) or similar
Ability to travel between sites and support other branches when necessary
Geographical knowledge of the UK and their Region
Valid driving licence
Understanding of commercial metrics, pricing structures, and how to influence margin through operational efficiency - desirable
Exposure to business transformation or systems rollout projects in a customer-facing environment - desirable
Keen attention to detail in stock management - desirable
Previous experience in recruitment, onboarding and team development - desirable
Previous experience of Zendesk or other Omnichannel systems for customer support - desirable

Groundforce is the market-leading rental provider of excavation support systems and specialist products for the water, civil engineering, and construction industries. With a remarkable 60-year heritage, we offer comprehensive shoring and related services.
Operating under the Groundforce banner, we provide a wide range of solutions, including shoring, piling, construction training, temporary bridging, and more. Our goal is to be the convenient one-stop shop for \"total solutions\" in the construction and civil engineering industry.
At Groundforce, we pride ourselves on our divisions, including Groundforce Shorco, Piletec, Stopper Specialists, Groundforce Bridge, and Groundforce Training Services. We continually invest in acquiring associated businesses to enhance our product portfolio and offer reliable and high-quality equipment for our customers.
Excellence is our priority. We hold ISO 9001, 14001, and OHSAS 18001 certifications, demonstrating our commitment to quality, environmental stewardship, and safety.
Join Groundforce, where we deliver exceptional support, innovative solutions, and outstanding customer service. Apply today and be part of our team that takes pride in our industry-leading position.
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.

Competitive salary
Salary sacrifice pension
25 days holiday (increases with service), plus bank holidays & 1 extra day to be taken in the month of your birthday
Additional holiday purchase scheme
Company Car
Free Tool Hire
Life Assurance cover 3x salary
Share save scheme
Eye care vouchers
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
Gym discounts
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
All the above benefits are managed through our Employee Engagement Platform - Spotlight