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Facilities Management (Hard & Soft Services) Helpdesk & Accommodation Manager

Northwood, HA6
Full Time – 40 hours per week

About Us
At Skanska Building Services, we pride ourselves on delivering high-quality facilities management services across the UK. From critical infrastructure to daily operations, our work supports clients in defence, healthcare, and beyond. We are now seeking a skilled Facilities Management (Hard & Soft Services) Helpdesk & Accommodation Manager to lead the delivery of key services at Northwood Headquarters, a prestigious and high-security PFI defence contract site.

Your Role
As the Helpdesk & Accommodation Manager, you’ll take ownership of a 24/7 Help Desk operation and manage Single Living Accommodation bookings and front-desk services. This is a leadership role, requiring a hands-on manager, with an outstanding customer service background , who can inspire a team, meet KPIs, and build strong relationships across all levels of a dynamic military site.

Key Responsibilities

* Lead the delivery of a 24/7 Helpdesk and Accommodation booking system

* Ensure KPIs and client performance targets are consistently met

* Line manage a dedicated Helpdesk & Accommodation team: scheduling, performance reviews, briefings, etc.

* Generate service reports and contribute to wider contract reporting

* Maintain excellent communication with accommodation residents and stakeholders

* Ensure compliance with statutory, security, and H&S requirements

* Support strategic contract initiatives including renewal and service improvement plans

* Represent Skanska in regular senior management and client meetings

What We’re Looking For

* Proven experience managing a FM (Hard & Soft Services) Helpdesk, Call Centre, or Customer Service function where you work to and report on KPI Performance

* Strong leadership and line management capabilities

* Excellent communication and client relationship skills

* Proficient in MS Excel and database systems

* Able to gain MoD Security clearance

* Leading teams through Change

* Ensure all Operatives are UpToDate with all their training requirements

* Background in FM or secure MoD environments (Desirable)

Why Skanska?

* Join a globally respected organisation committed to sustainability, innovation, and career development

* Work in a mission-critical, high-profile environment

* Competitive salary and benefits package