FM Helpdesk Coordinator - 12 month FTC

Stonegate Company Ltd.; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading pub operator in the UK seeks an FM Helpdesk Coordinator to provide administrative support and exceptional customer service to field teams and pubs. This role requires strong communication skills, a flexible working approach, and the ability to manage complex queries. Benefits include 25 days annual leave, healthcare options, and various employee discounts. Join a dynamic team in Solihull and contribute to our reputation for excellence.

Benefits

25 days annual leave

Annual Leave Purchase Scheme

Pension

Vitality Healthcare

Dental insurance program

Annual bonus scheme

Discount card for managed estate

Online benefits portal

Qualifications

• Excellent customer service skills to support pubs and field colleagues.
• Strong organizational capabilities to manage changing workloads.
• Clear written and verbal communication skills.

Responsibilities

• Provide customer service support to 4,000 pubs.
• Manage inbound and outbound calls to various stakeholders.
• Take ownership of complex queries until resolution.
• Build relationships with key stakeholders.

Skills

Customer service orientation

Organizational skills

Effective communication skills

Conflict management

Proactive team player

Job description

Purpose of the role:

As FM Helpdesk Coordinator, you will provide administrative support to the Property Department and field-based teams, utilising knowledge in order to provide excellent customer service across all areas of responsibility. The role will provide support on repair and maintenance systems aligned to the business, administering contractor quotations and for providing oversite to ensure that works are completed in a timely manner.

As FM Helpdesk Coordinator, youwill also maintain business continuity at all times, prioritising activity accordingly including frequent adjustment, as well asidentifying opportunities for better ways of working and sharing best practice amongst the wider Property Support Team.

The role requires someone with excellent customer service and communication skills, highly organised, resilient, acting as a key link between field-based staff, contractors, suppliers and administrative colleagues. The role requires a flexible approach to the working week, including occasional weekends.

Duties & Responsibilities:

• Provide exceptional customer service support to our 4,000 pubs and our field colleagues.
• Inbound and outbound phone calls to pubs, contractors and other colleagues daily.
• Develop relationships with key stakeholders and manage customer expectations.
• Taking ownership of complex queries and issues and seeing them through until resolution.
• Communicate promptly and effectively with people at all levels within the business.
• Be resilient and robust in your approach to get the right outcome for each pub and the business.
• Able to prioritise and balance a frequently changing workload.
• Comfortable managing and resolving conflict.
• Strive for perfection and accuracy in everything that you do.

Skills, experience & qualifications:

• Commercial awareness - understand the need to work with pace and accuracy.
• Effective time management and organisational skills.
• Clear written & verbal communication skills with good attention to detail.
• Proactive team worker able to work with autonomy.
• Strong interpersonal skills.
• Service orientated; takes ownership with strong focus on call management and query resolution.
• Positive, can do approach; adapts to changing priorities.
• Demonstrates strategic thinking.
• Confident to manage conflict.

A little bit about us…

The Solihull Pub Support Team offices are light and airy offices in Shirley, Solihull, where you will be greeted by our Welcome Team. We have free onsite secure parking with EV charging and cycle storage, a subsidised canteen serving breakfast and lunch, as well as an onsite pub used for social events. The offices are fully accessible.

What's in it for you?

• 25 days annual leave
• Annual Leave Purchase Scheme
• Pension
• Vitality Healthcare
• Opt in dental insurance programme
• Annual bonus scheme
• The Stonegate discount card offering discounts across our managed estate
• Online benefits portal offering discounts across the High Street and other retailers

At Stonegate Group, we're proud to be the biggest operator of pubs, bars, and late-night venues in the United Kingdom. Our leading brands are diverse and well-known, including names like Slug & Lettuce, Be At One and Popworld. Find out more about a career with Stonegate Group at www.stonegatecareers.co.uk.

If you have a disability as outlined by the Equality Act 2010 and require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you.

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Job Reference: LB1368677SolFHCMF