Facilities Management Helpdesk Coordinator

About Us 

Stonegate Group is the UK’s largest operator of pubs, bars, and late-night venues, including Slug & Lettuce, Be At One, and Popworld, to name a few.  We’re proud of our diverse portfolio and deeply committed to creating an inclusive culture that embraces individuality in all its forms—including neurodiversity. By fostering an environment where everyone feels welcome, valued, and supported, we reflect the vibrant communities we serve and empower our people to thrive.

The Opportunity 

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.

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.

Key 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.

About You 

• 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.

What makes Stonegate a great place to work?  

At Stonegate, we believe that when you feel your best, you do your best. That’s why we’re committed to supporting the health, happiness, and overall wellbeing of every team member. From lifestyle perks and flexible support to mental health resources, our benefits are designed to help you thrive, both in and out of work. 

• 25 days of annual leave, plus 8 bank holidays, with the option to purchase up to 5 additional days of leave each year 
• Bonus Scheme  
• Access to discounted Private Medical Insurance through Vitality 
• Exclusive discounts on Dental Insurance 
• Reward Card via the MiXR app, giving you and your friends 25% off food and drinks as well as VIP entry across our Managed Estate  
• Life Assurance which gives access to Help @ Hand 
• Access to your pay early via Stream 
• The Stonegate Xtra portal with access to a wide range of high street discounts and offers 
• Discounted access to David Lloyd membership 
• Award winning Learning & Development programmes to drive your career 

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. You can contact us on hrsupport@stonegategroup.co.uk.
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