Service & Operations Coordinator *Gateshead - Permanent*

Office Angels; Gateshead; On-site; GBP 27,000 - 28,000; Full time

Job summary

A well-established company in Gateshead is seeking a Service & Operations Coordinator to act as a central hub for clients, engineers, and suppliers. This role requires strong organisational skills and a detail-focused approach, aiming to ensure smooth service delivery and excellent customer support. Competitive salary and benefits offered, including private medical insurance and generous leave policy.

Benefits

24 days annual leave + your birthday off

Company pension

Private medical insurance

Enhanced maternity & paternity pay

Free on-site parking

Long service rewards

Qualifications

• At least 2 years' experience in service, facilities, or operations administration/coordination.
• Strong organisation and multitasking skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal communication skills.
• A detail-focused, proactive, and customer-first approach.

Responsibilities

• Log and raise all incoming calls with full details.
• Allocate reactive jobs and confirm engineer availability.
• Handle queries on planned, completed, or quoted works.
• Communicate clearly with engineers and provide job instructions.
• Track and chase deliveries, manage van stock replenishment.
• Maintain accurate compliance records and ensure service data is audit-ready.

Skills

Organisational skills

Multitasking

Microsoft Office proficiency

Written communication

Verbal communication

Customer service focus

Job description

Job Opportunity: Service & Operations Coordinator

We're delighted to be supporting a well-established and successful company in Gateshead in their search for a highly organised Service & Operations Coordinator to join their busy service office team.

In this pivotal role, you'll act as the central hub between clients, engineers, suppliers, and management - ensuring smooth service delivery, timely issue resolution, and full compliance.

You'll be joining a welcoming, supportive, and friendly team where you'll play a key part in the Service department. Previous experience in planning, scheduling, service, or operations administration/coordination would be highly desirable.

If you thrive in a fast-paced environment, enjoy managing multiple priorities, and take pride in delivering excellent customer service, we'd love to hear from you.

Location: Team Valley, Gateshead - office based
Salary: Up to £27,000-£28,000 (DOE) + on-call allowance
Hours: Monday-Friday, 8am-5pm (40 hours per week)

Benefits:

• 24 days annual leave + your birthday off + public holidays
• Company pension (with long service contribution match)
• Private medical insurance (corporate rate)
• Enhanced maternity & paternity pay
• Free on-site parking & canteen facilities
• Long service rewards - extra leave + pension perks

On-Call Rota

• Once trained, you'll take part in an out-of-hours on-call rota (approx. 1 week in every 7).
• While on call, should any calls come through you'll need to be on hand to take calls, log jobs, and allocate resources and engineers.
• Additional pay applies for weeks on call.

What You'll Do

• Call Handling & Quoting - Log and raise all incoming calls with full details, prepare quotes within 3 working days, and chase suppliers/engineers by phone to progress jobs.
• Planning & Scheduling - Allocate reactive jobs, update the planning board, confirm engineer availability, and notify customers. Plan repairs within 2 days of part delivery and schedule PPMs at least 2 months ahead, escalating any delays or resource issues.
• Customer Support - Act as the main contact for priority customers, handling queries on planned, completed, or quoted works, providing proactive updates, and escalating complaints or technical issues when necessary.
• Engineer Coordination - Communicate clearly with engineers, provide job instructions and updates, and issue daily schedules (reactive, planned, and PPM) to catering engineers.
• Materials, Vans & Stock Control - Track and chase deliveries, manage van stock replenishment within 2-3 days, raise and coordinate van repairs/swaps, and ensure unused or incorrect parts are returned to suppliers within the same week.
• Compliance & Administration - Maintain accurate compliance records, ensure service data is audit-ready and manage shared inboxes daily.

We're looking for someone who brings:

• At least 2 years' experience in service, facilities, or operations administration/coordination.
• Strong organisation and multitasking skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal communication skills.
• A detail-focused, proactive, and customer-first approach.

This role is perfect if you want to make an impact in a supportive team environment while developing your skills across service coordination, compliance, and customer care. With a competitive salary, excellent benefits, and long-term growth opportunities, you'll be part of a company that values its people and rewards commitment.

Facilities Management / Building Services / Engineering Services industry / Maintenance Coordination

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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