Helpdesk & Accommodation Manager
Skanska
- Greater London
- Permanent
- Full-time
- 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.
- 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