Hire Controller / Customer Service Coordinator

Company Description Total Rental Solutions Ltd provides specialist tools and equipment to a wide range of sectors, including petrochemical, oil and gas, water, waste, energy, and manufacturing. The company supports customers with occasional tool hire, equipment sales, calibration and servicing, as well as full hire management for maintenance programs and major projects. With extensive stock and a strong network of approved specialist partners, Total Rental Solutions delivers tailored equipment solutions that help customers operate safely and efficiently. The business works with organizations of all sizes, from individual contractors to large owner-operators, and is committed to offering practical guidance, expert advice, and reliable solutions that meet each customer’s specific needs.

Role Description The Hire Controller / Customer Service Coordinator is a full-time, on-site role based in Darlington. This role is responsible for managing incoming customer inquiries, coordinating hire orders, and ensuring that the correct tools and equipment are supplied on time and in line with customer requirements. Daily tasks include preparing quotations, processing bookings, updating hire management systems, and liaising with the operations and logistics teams to schedule deliveries, collections, and servicing. The role also involves maintaining accurate records, handling documentation and compliance checks, and providing clear communication to customers about availability, pricing, and project timelines. The Hire Controller / Customer Service Coordinator contributes to a safe and efficient operation by supporting customers with product information, resolving issues promptly, and maintaining strong, professional relationships.

Qualifications

• Experience in customer service, coordination, or hire desk roles, ideally within tools, equipment, or industrial sectors.
• Strong communication, interpersonal, and relationship-building skills, with a professional and customer-focused approach.
• Competence with computer systems, including order processing, scheduling, and general office software (e.g., email, spreadsheets, databases).
• Solid organizational and time-management skills, with the ability to manage multiple bookings, priorities, and deadlines accurately.
• Basic understanding of tools and equipment used in construction, engineering, or industrial environments, or a willingness to learn.
• Attention to detail and a focus on safety, ensuring documentation, compliance, and procedures are followed correctly.
• Ability to work effectively on-site in Darlington as part of a team and to use initiative when handling customer queries.
• Previous experience in hire, rental, logistics, or project support is beneficial; relevant vocational or industry training is an advantage.