Office Manager & Support

To support the effective day-to-day operation of the Service function by coordinating workloads, resources, customer requirements and commercial activity. The role provides a key link between Service, Projects, Finance and customers, helping maintain operational continuity and ensuring information, actions and issues are managed across the business. The position combines team management, service operations, customer relationship management, contract administration, commercial support and wider business coordination.

To support the effective day-to-day operation of the Service function by coordinating workloads, resources, customer requirements and commercial activity. The role provides a key link between Service, Projects, Finance and customers, helping maintain operational continuity and ensuring information, actions and issues are managed across the business. The position combines team management, service operations, customer relationship management, contract administration, commercial support and wider business coordination.

• Support the day-to-day management of the Service Department, coordinating team priorities, workloads and engineer capacity.
• Oversee planned and reactive service activity, ensuring work is progressed, completed and accurately recorded.
• Manage service rotas and support forward resource planning across the team.
• Build strong relationships with key customers, acting as a point of contact for service queries, complaints and escalations.
• Manage lift maintenance agreements, renewals, warranties and associated customer documentation.
• Support month-end activity, ensuring completed works are captured correctly and any issues affecting invoicing are resolved.
• Monitor outstanding quotations, service performance and customer SLAs, following up actions where required.
• Work closely with Finance to support invoice queries, debt collection, account reviews and credit-control activity.
• Act as a key link between Service and Projects, coordinating the handover of completed projects into ongoing service and maintenance.
• Support subcontractor onboarding and compliance, ensuring required documentation and insurance information remains current.
• Maintain accurate operational, customer and contractual records and ensure relevant information is communicated across the business.
• Identify opportunities to improve processes and provide wider operational support where required.

• Experience with in a service, engineering, maintenance or similar operational environment.
• Experience managing or coordinating a team, workloads and competing priorities.
• Strong organisational skills with excellent attention to detail and follow-through.
• Confident communicator with strong customer relationship and problem-solving skills.
• Commercial awareness, with an understanding of how operational delivery impacts billing and cash collection.
• Comfortable handling customer queries, complaints and escalations in a calm and professional way.
• Confident using Microsoft Office and operational or service-management systems, with the ability to work proactively across different teams.

AI fluency & learning mindset:
We are looking for people who actively use AI in their day-to-day work, demonstrate strong curiosity about new technologies, and take ownership for continuously improving how they think, work, and deliver.

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work at the Peterlee office, Monday to Friday, 08:30-17:00.

• 25 days annual leave plus bank…