Assistant Contact Centre Manager (12 month FTC)

Title:

Assistant Contact Centre Manager (12 month FTC)

About KBR and the Project

KBR are a global technical solutions provider with 28,000 employees worldwide, with operations in 34 countries delivering to customers in 80 countries. KBR work collaboratively with their wide customer base to deliver solutions that strive to create a better, safer and more sustainable world.

KBR’s Estates Intelligence division specialise in enabling clients to make informed decisions about the operational and strategic management of their estates and asset portfolios, including the external supply chain retained to deliver asset management and maintenance services. They have a portfolio of central government clientele, and the EI platforms and teams already deployed look after over 3 million assets in over 3,000 critical buildings and spaces.

About the Role

The role of the Assistant Helpdesk Manager (HM) is to manage and support all elements of the 24/7/365 Operational Helpdesk. They will be responsible for making sure they have an excellent understanding of the Client, its vision and the critical service they deliver to the Public. Deputy to the Helpdesk Manager they will have oversight of the Helpdesk operations within the National Service Hub, Swindon office and any remote (working from home) team.

They will be required to take ownership of the service delivered by the Helpdesk team, their performance and ensure to set them up for success through strong consistent leadership. They will be the main point of support for the Helpdesk Manager leading from the front and by example. Building a collaborative relationship with all key stakeholders and peers within the business.

As a secondary contact for members of the Client the Assistant Helpdesk Manager will regularly lead a combination of conference calls and meetings with the Client, Supply chain and Senior Managers. Reporting on performance, continuous improvement initiatives and innovation.

As part of the Management team, they will work collaboratively with all departments across the NSH and support the Account Director with a variety of improvement initiatives and ad hoc project work.

Responsibilities:

Operational Leadership

Oversee day-to-day operations of the Government services helpdesk, ensuring timely and high-quality support.

Develop, implement, and monitor helpdesk processes, SLAs, and performance standards.

Oversee workloads, schedule staff, and ensure appropriate coverage across shifts.

Team Management & Development

Lead, mentor, and support helpdesk management/Operators.

Conduct regular 1:1s, performance reviews, and skills assessments.

Identify training needs and deliver or coordinate training programmes.

Foster a culture of continuous improvement, customer service, and accountability.

Incident & Request Management

Ensure efficient handling of incidents, service requests, and escalations.

Act as the escalation point for complex technical or customer issues.

Customer Experience & Stakeholder Management

Maintain strong relationships with internal and external clients.

Support the Helpdesk Manager as a point of contact for client escalations.

Monitor customer satisfaction and drive initiatives to improve service quality.

Communicate system updates, outages, and service changes clearly and proactively.

Reporting & Performance Metrics

Support the Helpdesk Manager to produce regular reports on helpdesk KPIs (e.g. volumes, response times, SLA compliance).

Analyse trends to identify opportunities for process optimisation.

Step in where required to support the Helpdesk Manager to present performance insights to senior management.

Process & Service Improvement

Develop and refine procedures, knowledge bases, and documentation.

Introduce automation or tools to reduce response times and improve efficiency.

Technology & Tools Management

Understand the configuration and maintenance of helpdesk systems (e.g., Telephony).

Evaluate and recommend new technologies or upgrades to support service performance.

Ensure staff have the tools and access needed to perform effectively.

Compliance, Security & Best Practices

Ensure the helpdesk adheres to company policies, security protocols, and regulatory requirements.

Promote cyber hygiene and best practices across the organisation.

Support audits and maintain accurate documentation.

Resource Planning

Plan team resources, tools, and training.

Support the Helpdesk manager to manage vendor relationships where helpdesk services or tools are outsourced.

Required Qualifications, Skills & Experience

Proficiency with telephony and contact-centre platforms (e.g., call routing, queue management, softphone tools).

Competent user of CAFM / CRM systems for work-order management, customer records, and operational tracking.

Ability to perform basic technical troubleshooting related to telephony, user access, and system performance.

Strong data and MI interpretation skills (e.g., SLA dashboards, AHT/FCR/SLA reporting, adherence monitoring).

Confident using Microsoft 365 tools for reporting, communication, and documentation (Excel, Teams, SharePoint).

Understanding of BCDR processes and system setup requirements for service continuity.

The role is based in Swindon, Wiltshire.

We Deliver — Together.