Operations Desk Controller

Alexander Mae HR Ltd; Gloucester; On-site; GBP 27,000 - 32,000; Full time

Job summary

A well-established engineering business in Warmley, Bristol is seeking an Operations Desk Controller to ensure smooth operations within the Service Department. This role involves planning customer servicing, supporting service engineers, and maintaining exceptional customer service standards. The ideal candidate should have strong organizational skills, a customer-focused attitude, and experience with CRM software. The position offers a salary of £27,815, 23 days holiday, company pension, and private medical scheme.

Benefits

23 days holiday + bank holidays

Company pension

Private medical scheme

Life assurance with wellbeing support services

Supportive, employee-owned culture

Qualifications

• Interest in mechanical or electrical equipment.
• Excellent organisational and communication skills.
• Strong customer focus and relationship-building ability.
• Strong team-working skills and a collaborative approach.

Responsibilities

• Planning, scheduling and executing customer servicing requirements.
• Coordinating service engineers and allocating resources efficiently.
• Processing and arranging monthly service jobs from audit reports.
• Quality-checking service reports and job sheets for invoicing.
• Updating equipment records with new information.
• Responding to customer enquiries professionally.
• Producing quotes following service visits.
• Arranging breakdown repairs and ordering parts.
• Liaising with internal teams.
• Supporting Field Service Engineers, including occasional out-of-hours tasks.
• Booking equipment needed for jobs and ensuring availability.
• Producing RAMS from template libraries.

Skills

Interest in mechanical or electrical equipment

Excellent organisational skills

Strong customer focus

Good commercial awareness

Strong IT skills

Ability to work under pressure

Strong team-working skills

Tools

CRM software (SAP, Kerridge, Dynamics, MS365)

Job description

Operations Desk Controller
Warmley, Bristol (BS30)
27,815 + excellent benefits
Full-time, office-based

We are supporting a well-established, employee-owned engineering business to recruit an Operations Desk Controller. This is a key role within their busy Service Department, helping to plan and coordinate service engineers and ensuring customers receive an exceptional service experience.

This organisation has grown significantly over the years and now operates across multiple UK sites, with a strong reputation for quality, reliability and customer care. They offer a supportive, people-focused culture with great opportunities for development.

The role

As Operations Desk Controller, you will play a central part in keeping the Service Department running smoothly. Your responsibilities will include:

• Planning, scheduling and executing all customer servicing requirements
• Coordinating service engineers and allocating resources efficiently
• Processing and arranging monthly service jobs from audit reports
• Quality-checking service reports and job sheets for invoicing
• Updating equipment records with new information
• Responding to customer enquiries professionally and helpfully
• Producing quotes following service visits
• Ensuring service level agreements and KPIs are met
• Arranging breakdown repairs and ordering parts
• Liaising with internal teams including Parts and Service Sales
• Supporting Field Service Engineers, including occasional out-of-hours tasks
• Booking equipment needed for jobs and ensuring availability
• Producing RAMS from template libraries

Skills & experience

• Interest in mechanical or electrical equipment (generator knowledge not essential)
• Excellent organisational and communication skills
• Strong customer focus and relationship-building ability
• Good commercial awareness
• Strong IT skills, ideally with CRM experience (SAP, Kerridge, Dynamics, MS365 etc.)
• Ability to work under pressure and juggle multiple tasks
• Strong team-working skills and a collaborative approach

Benefits

• 27,815 salary
• 23 days holiday + bank holidays (increasing with service)
• Company pension
• Private medical scheme
• Life assurance with wellbeing support services
• Supportive, employee-owned culture

This role is 100% office-based in Warmley, Bristol (BS30).