Helpdesk & Accommodation Manager

Job description

Description and requirements

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 for the Helpdesk & Accommodation services for a large and complex Military Headquarters. The HD & Accommodation Manager will have the responsibility for a 24-hour Help Desk, Single Living Accommodation (SLA) bookings and reception service.

You'll:

• Manage the requirements to provide a 24-hour Help Desk (Call centre) and Accommodation booking services for the Northwood Headquarters site.
• Ensure that all Help Desk, Accommodation and Customer Service Key Performance Indicators inputs are completed to programme to enable completion of monthly client performance reports.
• Line Management of the Skanska Help Desk & Accommodation services Team staff including leave, sickness, PDR's, Team briefings, H & S.
• Display a sound knowledge of the contractual requirements appertaining to the range of services managed.
• Prepare and provide management reports for the services managed
• To support the development of business wide initiatives including contract renewal strategy, contract management plans and customer improvement plans.
• To manage excellent relationships with the client, our suppliers and other partners within the contract.
• To develop maximum profitable growth of the business through understanding client needs and maximizing the services delivered and championing excellent customer care.
• To ensure good communication channels are maintained with accommodation block residents
• To ensure compliance with all statutory, IMS, security and relevant company and client policies generating a true health and safety culture and ensuring the implementation and adoption of safe working systems and practices for the services delivered.
• Attend management meetings with Senior Management Team and client.

We are looking for:

• Experience as a Call / Contact Centre or Helpdesk Manager.
• Must be able to manage a department and have line manager experience
• Customer Service qualification
• Experience of working in a security environment or FM Helpdesk environment
• Experience of working with Military personnel and military protocol.
• Computer literate with a working knowledge of database inputs, and Excel to intermediate level

Equal opportunities

We thrive through embracing differences, whether they be social backgrounds, ethnicity, disability, gender identity or expression, age, religion, sexual orientation and any other protected characteristic - we know that diversity opens a rich potential for new ways of thinking, helping us to build successful and high-performing teams. We call it Naturally Skanska.

Flexible working

We welcome you to ask about flexibility at interview stage and we will explore what is possible for the role.

Reasonable adjustments

We would like you to perform at your best at every stage of our recruitment process. Please contact us using [email protected] if you require any adjustments that would support you throughout your application.

More information about the role

Please note this is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Skanska. For a full role profile, please contact us: [email protected]

Closing date

The closing date for this vacancy may be subject to change any time at the sole discretion of the business.