Helpdesk & Accommodation Manager

TN United Kingdom; Greater London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is looking for a Helpdesk & Accommodation Manager to lead operations at a prestigious military site. This role involves managing a 24-hour Help Desk and ensuring excellent customer service while maintaining compliance with all policies. The ideal candidate will have a proven track record in managing contact centers and a strong background in facilities management. Join a dynamic team committed to delivering exceptional service and fostering strong client relationships, all while contributing to a safer and more efficient working environment.

Qualifications

• Proven experience managing a Call/Contact Centre or Helpdesk.
• Experience managing a department and line management skills.

Responsibilities

• Manage the 24-hour Help Desk and Accommodation booking services.
• Ensure timely completion of Help Desk and Customer Service KPIs.

Skills

Call/Contact Centre Management

Line Management Skills

Customer Service

Database Management

Intermediate Excel Skills

Job description

Helpdesk & Accommodation Manager, Middlesex, GB

Client:

Confidential

Location:

Middlesex, GB, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

928df74e163b

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Description and requirements

Skanska, one of the world’s leading project development and construction groups, is an inclusive and responsible business committed to building a better society.

We are Skanska Building Services, part of the global project development and construction company – Skanska plc. Our Building Services division specializes in facilities management, delivering exceptional hard and soft FM solutions across various sectors, focusing on efficiency, sustainability, and client satisfaction.

We are seeking an experienced Helpdesk & Accommodation Manager to oversee services at the Northwood Headquarters, a prestigious PFI and defense sector contract. The role involves managing a 24-hour Help Desk, Single Living Accommodation (SLA) bookings, and reception services for a large military site.

Responsibilities:

• Manage the 24-hour Help Desk (Call Centre) and Accommodation booking services at Northwood Headquarters.
• Ensure timely completion of Help Desk, Accommodation, and Customer Service KPIs for monthly client reports.
• Line manage the Help Desk & Accommodation team, including handling leave, sickness, PDRs, team briefings, and health & safety.
• Maintain knowledge of contractual requirements related to the services managed.
• Prepare and deliver management reports on service performance.
• Support business development initiatives, including contract renewal and customer improvement plans.
• Foster strong relationships with the client, suppliers, and partners.
• Drive profitable growth by understanding client needs and delivering excellent customer care.
• Maintain effective communication with accommodation residents.
• Ensure compliance with statutory, IMS, security, and company policies, fostering a health and safety culture.
• Participate in management meetings with senior management and clients.

Candidate Profile:

• Proven experience managing a Call/Contact Centre or Helpdesk.
• Experience managing a department and line management skills.
• Background in security or FM Helpdesk environments.
• Experience working with military personnel and protocols.
• Computer literacy, including database management and intermediate Excel skills.