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Customer Support Advisor

Posted 31 January by Hss Hire Service Group Featured Ended

HSS OneCall is seeking an enthusiastic Customer Service Advisor to join our team in our Head Office in Manchester, Trafford. Within this role you will provide a link and support between OneCall customers and OneCall suppliers to log and report any breakdowns, off hires, requests for ETA’s (Estimated Time of Arrival) or any other incidents which may occur throughout the hire period of the equipment. This role is a fantastic opportunity for a customer focused individual to join an exceptionally high performing division of the HSS Hire Group, working with customer focused professionals committed to the business. HSS Hire is a leader in the UK equipment hire & management sector, keeping the customer at the centre of what we do to ensure that we continue to grow and lead the market.

HSS OneCall is our specialist sourcing division, which enables us to supply equipment outside of our group fleet. HSS OneCall works with a national network of over 400 approved hire partners, carefully selected for quality and safety to meet the specialist needs of our customers. We make sure that all of our partners adhere to the HSS values of safety, value, availability and support whilst simultaneously offering our competitive prices.

HSS OneCall provides specialist equipment including:

• Heavy Plant

• Site Accommodation

• Larger Powered Access & Telehandlers


We are seeking an experienced Customer Service Advisor to provide support to customers regarding their onsite equipment on hire through HSS OneCall. Responsibilities include:

 Reporting all breakdowns of equipment/Kit on hire to relevant suppliers & following up with updates from suppliers to our customers to ensure they are up to date and know we have a solution

 Input all off hire details on the HSS Internal Systems

 Amend all contracts if hires are extended by customers & email suppliers to advise this is the case to ensure all runs smoothly for the customer

 Advise customers of any additional charges that may apply and keep them in the loop with this to avoid any confusion and also update this on the internal system

 Send/obtain and record written confirmation of any extra charges

 ETA (Estimated Time of Arrival) - Deal with all ETA’s for kit/equipment on hire & get relevant information from suppliers if customers are chasing deliveries/collections of equipment to ensure a smooth process and avoid any problems.

 Report any issues direct to the Team Leader

 To offer support and assistance to other members of the team when required

 Answer all calls that come to the team & take ownership of the query that comes in until resolved

 Collection calls - contact customers when required to advise when we expect to be removing off-hired equipment from site as per information we receive from our suppliers

 Updating the system into relevant stages each day

 Promoting features and benefits of HSS OneCall services

 Be part of making a successful team to deliver company and team objectives

 Resolving customer enquiries

 Working with a "take that call" culture

 Provide an enjoyable customer experience, whilst tailoring solutions to meet specific customer needs

 Supporting your team leader and senior within the team

 Representing the values of HSS Hire Group, promoting safety in all aspects of our operations

 Working effectively with internal and external stakeholders

 Providing first class customer service with the ability to build and develop strong, long term relationships

Personal Characteristics

You are flexible and hold a positive attitude to life and work, having the desire to develop your career and those of your colleagues. Possessing some or all of the following characteristics is desirable:

 Strong administration skills

 Customer service experience

 Attention to detail

 Good organisational skills

 Positive and enthusiastic in your approach

 Excellent communication and interpersonal skills

 Proficient in Microsoft packages, including word and excel

 Professional and self-motivated

 Used to working towards KPIs/targets

 Good team player

You will live within a comfortable commute of our Manchester Head Office in Old Trafford where you will be based.

Equality & Diversity

HSS Hire is committed to equality of opportunity.

Required skills

  • Call Centre
  • Customer Service
  • General Admin

Reference: 34364337

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