Facilities Helpdesk Coordinator — Pubs & Field Ops

Stonegate Group; Birmingham; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

8 bank holidays

Bonus scheme

Private Medical Insurance

Dental Insurance

MiXR discounts

Life Assurance

Pay early options

Stonegate Xtra discounts

David Lloyd membership discount

Learning & Development programs

Job summary

Stonegate Group is the UK’s largest operator of pubs, bars, and late-night venues, supporting a network of 4,000 pubs with a dedicated Property Department. We are seeking an FM Helpdesk Coordinator to deliver proactive administrative support, improve maintenance workflows, and ensure contractor work is tracked and completed on time.

You will liaise with field teams, contractors and internal colleagues, delivering excellent customer service, managing complex queries, and prioritising a flexible

Qualifications

• Excellent customer service and communication skills.
• Highly organised with strong time management.
• Ability to prioritise and adapt to changing workloads.

Responsibilities

• Provide exceptional customer service support to our 4,000 pubs and field colleagues.
• Inbound and outbound phone calls to pubs, contractors and colleagues daily.
• Develop relationships with key stakeholders and manage customer expectations.
• Taking ownership of complex queries and issues through to resolution.
• Communicate promptly and effectively with people at all levels within the business.
• Be resilient and robust to get the right outcome for each pub and the business.
• Prioritise and balance a frequently changing workload; handle conflicts professionally.
• Strive for perfection and accuracy in every task.

Skills

Customer service

Communication

Organisational skills

Time management

Conflict resolution

Stakeholder management

Team player

Job description

Stonegate Group is the UK’s largest operator of pubs, bars, and late-night venues, supporting a network of 4,000 pubs with a dedicated Property Department. We are seeking an FM Helpdesk Coordinator to deliver proactive administrative support, improve maintenance workflows, and ensure contractor work is tracked and completed on time.

You will liaise with field teams, contractors and internal colleagues, delivering excellent customer service, managing complex queries, and prioritising a flexible