FM Helpdesk Coordinator - 3m FTC - West Midlands

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

Job summary

A leading pub operator in the United Kingdom is seeking an FM Helpdesk Coordinator to provide administrative support and exceptional customer service for its 4,000 pubs. This role involves managing queries, developing relationships with stakeholders, and ensuring service continuity. Ideal candidates will have strong communication and organisational skills. The position offers a range of benefits including 25 days annual leave and healthcare options.

Benefits

25 days annual leave

Annual Leave Purchase Scheme

Pension

Vitality Healthcare

Dental insurance

Annual bonus scheme

Stonegate discount card

Online benefits portal

Qualifications

• Excellent customer service and communication skills are essential.
• Highly organised with the ability to manage a changing workload.
• Proactive team worker able to work autonomously.

Responsibilities

• Provide exceptional customer service support to our 4,000 pubs.
• Communicate with pubs, contractors and colleagues via phone.
• Resolve complex queries and manage customer expectations.

Skills

Customer service

Communication skills

Organisational skills

Conflict resolution

Time management

Job description

Overview

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, you will also maintain business continuity at all times, prioritising activity accordingly including frequent adjustment, as well as identifying 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.

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.

About us

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.

Benefits

• 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