Service Operations Lead & Office Manager

Bellrock; Peterlee; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Life cover

Health and wellbeing programme

Employee assistance

Cycle to work

Refer a friend

Discount scheme

Job summary

Bellrock is seeking an Office Manager & Support in Peterlee to coordinate workloads, resources and customer requirements across the Service function, Projects, Finance and customers. The role blends team leadership with service operations, contract administration and commercial support, serving as the link between departments.

You will manage day-to-day service activity, build strong customer relationships, support invoicing processes and ensure accurate records.

Qualifications

• Experience in a service, engineering, maintenance or similar operational environment.
• Experience managing or coordinating a team, workloads and competing priorities.
• Strong organisational skills with attention to detail and follow-through.
• Confident communicator with strong customer relationship and problem-solving skills.
• Commercial awareness, with 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.

Responsibilities

• 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.

Skills

Team management

Organisational skills

Customer relationship

Problem solving

Commercial awareness

MS Office proficiency

Cross-team collaboration

AI fluency mindset

Job description

Bellrock is seeking an Office Manager & Support in Peterlee to coordinate workloads, resources and customer requirements across the Service function, Projects, Finance and customers. The role blends team leadership with service operations, contract administration and commercial support, serving as the link between departments.

You will manage day-to-day service activity, build strong customer relationships, support invoicing processes and ensure accurate records.