Customer Service & Operations Coordinator - Tool Hire

Gordon Yates Recruitment Consultancy; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Discretionary bonus

Paid overtime

28 days' paid holiday

Job summary

Gordon Yates Recruitment Consultancy is seeking a Customer Service & Operations Coordinator for a busy West London tool hire business. The role combines customer service, hire desk administration, sales and operational support in a fast-paced environment.

You will handle enquiries across face-to-face, phone and email channels, process hire requests, and help with warehouse duties when required. A driver’s license is beneficial and the team values a proactive, reliable approach.

Qualifications

• Experience in customer service or hire desk roles is valuable.
• Able to handle multiple tasks in a fast-paced environment.
• Willing to learn and adapt in a hands-on role.

Responsibilities

• Handle customer enquiries face-to-face, by phone and email.
• Process tool and equipment hire enquiries accurately.
• Support sales and identify opportunities where appropriate.
• Coordinate with colleagues to fulfil customer requirements.
• Assist with movement and loading of tools and equipment as needed.
• Provide friendly, efficient service to business customers.

Skills

Customer service

Communication

Teamwork

Proactive attitude

Reliability

Tools

Internal database

Microsoft Office

Job description

Customer Service & Operations Coordinator Tool Hire

West London

£45,000 per annum + overtime + discretionary annual bonus

Permanent Full-time

Monday Friday, 6am 5pm (plus 2 Saturdays a month paid overtime 7am-1pm)

We are recruiting a Customer Service & Operations Coordinator to join a busy and growing tool hire business based in West London.

This is a varied, hands‑on position combining customer service, hire desk administration, sales and operational support. You'll be joining a small, friendly team in a fast‑moving environment where everyone gets involved and helps where needed.

Previous hire desk or construction industry experience would be ideal, but we're equally interested in someone with the right attitude and transferable experience who is keen to learn.

This is not purely an office‑based position. Alongside dealing with customers and managing hire enquiries, you'll need to be comfortable getting hands‑on, including moving tools and equipment and helping with operational/warehouse duties when required.

What will you be doing?

• Handling customer enquiries face‑to‑face, by telephone and email
• Taking and processing tool and equipment hire enquiries
• Providing friendly, efficient customer service to a predominantly business customer base
• Building good working relationships with regular and new customers
• Processing information accurately using the company's internal database
• Using Microsoft Office and other systems as required
• Supporting the sales side of the business and identifying opportunities where appropriate
• Coordinating with colleagues to ensure customer requirements are fulfilled
• Helping with the movement, loading and unloading of tools and equipment when required
• Supporting warehouse and operational activity during busy periods
• Getting involved wherever needed to help keep the business running smoothly

About You

We're looking for someone reliable, hardworking, proactive and personable who enjoys working as part of a small team.

• Confident dealing with customers face‑to‑face, over the telephone and by email
• Friendly, professional and a strong communicator
• Comfortable working in a very busy, fast‑paced environment
• Self‑motivated and able to use your initiative
• Reliable and punctual, particularly given the early start
• Computer literate and comfortable learning an internal database
• Confident using Microsoft Office
• Happy working across different areas of the business rather than being desk‑based all day
• Physically comfortable with regularly handling and moving tools and equipment weighing up to approximately 15‑20kg
• Willing to assist with loading, unloading and warehouse activity when required
• Comfortable with a customer service role that also has a commercial/sales element

Previous experience within tool hire, plant hire, construction, builders' merchants or a similar environment would be particularly useful, although it isn't essential if you have strong transferable skills and are genuinely keen to learn. A full UK drivers license is required.

Additional language skills, particularly an Eastern European language, would be useful within this multilingual team but are not essential.

Hours & Salary

Monday to Friday: 6am 5pm

The £45,000 basic salary covers the Monday Friday working hours, including paid breaks. You'll also be required to work a minimum of two Saturdays per month, 7am 1pm, which are paid as additional overtime on top of your basic salary.

What's on Offer

• £45,000 basic salary
• Additional paid overtime for Saturday working
• Discretionary annual performance‑related bonus
• 28 days' paid holiday, including bank holidays
• Paid breaks throughout the working day
• Permanent position within a growing business
• Small, friendly and supportive team
• Varied role where no two days are quite the same
• Opportunity to learn and develop within the tool hire/construction sector

Why Apply?

This could be a great opportunity for an experienced Hire Desk Controller, or for someone with strong customer service, operational or construction‑related experience who is ready to learn something new.

The most important thing is your attitude. We're looking for someone who is dependable, approachable, hardworking and willing to get stuck in whether that's helping a customer at the counter, answering the phone, processing a hire, updating the system or helping colleagues move equipment during a busy period.

If you enjoy working at pace, like dealing with people and prefer a varied role where you're not sitting behind a desk all day, we'd love to hear from you.