Helpdesk & Accommodation Manager

Skanska; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading project development and construction company seeks a Helpdesk & Accommodation Manager for their military headquarters based at Northwood. This role involves overseeing a 24-hour Help Desk, managing accommodation services, and ensuring high-performance standards while fostering strong client relationships. The Manager will play a key role in developing strategies for effective service delivery and compliance with regulations, which is vital for operational success.

Qualifications

• Proven experience as a Helpdesk Manager or within a Call/Contact Centre.
• Experience managing a team in a department.
• Understanding of military protocols and security environments.

Responsibilities

• Manage the requirements for a 24-hour Help Desk and accommodation booking services.
• Ensure completion of key performance indicators for Help Desk and accommodation services.
• Support business-wide initiatives including contract renewal strategies.

Skills

Customer Service

Management

Communication

Problem Solving

Tools

Excel

Job description

Description and requirements

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

We are Skanska Building Services, part of the Global Project development and construction Company – Skanska plc. Building Services are a leading facilities management company dedicated to delivering exceptional services to our clients. With a focus on both hard and soft FM solutions, we are committed to excellence in every aspect of our operations. We specialize in managing facilities across various sectors, ensuring efficiency, sustainability, and client satisfaction.

Based on our prestigious PFI, defence sector contract at Northwood Headquarters, we are seeking an experienced Helpdesk & Accommodation Manager to be responsible for the effective delivery of Helpdesk & Accommodation services for a large and complex Military Headquarters. The HD & Accommodation Manager will oversee a 24-hour Help Desk, Single Living Accommodation (SLA) bookings, and reception services.

You’ll:

• Manage the requirements to provide a 24-hour Help Desk (Call centre) and Accommodation booking services for the Northwood Headquarters site.
• Ensure all Help Desk, Accommodation, and Customer Service Key Performance Indicators are completed on time to enable the production of monthly client performance reports.
• Line manage the Skanska Help Desk & Accommodation services team, including overseeing leave, sickness, PDRs, team briefings, and health & safety.
• Display a sound knowledge of the contractual requirements related to the services managed.
• Prepare and provide management reports for the services managed.
• Support the development of business-wide initiatives, including contract renewal strategies, contract management plans, and customer improvement plans.
• Maintain excellent relationships with the client, suppliers, and other partners within the contract.
• Develop profitable growth by understanding client needs, maximizing service delivery, and championing excellent customer care.
• Ensure good communication channels with accommodation block residents.
• Ensure compliance with all statutory, IMS, security, and relevant policies, fostering a true health and safety culture and implementing safe working practices.
• Attend management meetings with senior management and the client.

We are looking for:

• Proven experience as a Call / Contact Centre or Helpdesk Manager.
• Experience managing a department and line management experience.
• Experience working in a security environment or FM Helpdesk environment.
• Experience working with Military personnel and understanding military protocols.
• Computer literacy with working knowledge of database inputs and intermediate Excel skills.