FM Helpdesk Coordinator - 12 month FTC

Stonegate Group; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading UK pub operator is seeking an FM Helpdesk Coordinator to provide exceptional administrative support. The role involves managing customer communications and developing relationships with stakeholders. The ideal candidate will possess excellent customer service and organizational skills. This position offers 25 days of annual leave and additional benefits including a pension plan and healthcare options.

Benefits

25 days annual leave

Annual Leave Purchase Scheme

Pension

Vitality Healthcare

Employee discount card

Qualifications

• Strong customer service and communication skills are essential.
• Ability to handle conflict and complex queries.
• Flexible and organized approach to varying workloads.

Responsibilities

• Provide exceptional customer service support to pubs.
• Handle inbound and outbound calls to various stakeholders.
• Develop relationships and manage customer expectations.

Skills

Excellent customer service

Communication skills

Time management

Organizational skills

Interpersonal skills

Job description

Social network you want to login/join with:

col-narrow-left

Client:

Location:

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

a75e89033199

Job Views:

6

Posted:

12.08.2025

Expiry Date:

26.09.2025

col-wide

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.
• 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
• 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 .

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.