Help Desk Lead

CBRE Group, Inc.; Leeds; Hybrid; GBP 38,000 - 48,000; Full time

Job summary

CBRE Group, Inc. is seeking a Lead Helpdesk to manage a small team of Helpdesk Advisors, ensuring accurate, timely processing of calls and ongoing training to deliver excellent customer service.

You will oversee scheduling, performance, and continuous improvements to optimise workflows and maintain strong client relationships. The role requires leadership, strong communication skills, and a proactive approach to adapt processes to evolving client needs while ensuring CBRE policies and safety

Qualifications

• Analytical and decision-making skills.
• Coaching and development of individuals/ team.
• Managing multiple priorities and KPIs in a fast-paced environment.
• Building strong relationships and influencing decisions.
• Understand People Management & Leadership.
• Advanced computer skills in Microsoft Word & Excel.
• Excellent communication skills (written & verbal).
• Ability to lead a team in a rapidly changing environment.
• Customer focused and responsive attitude.

Responsibilities

• Responsible for the management, performance and delegation of activities to the team Helpdesk Advisors within your business unit.
• Ensure the Helpdesk Advisor Team understand the Life Cycle of a Work Order and facilitate smooth handover to the operational team.
• Assess Training Needs Analysis to ensure team members receive required training.
• Evaluate, review and implement continuous improvement process changes.
• Coach and mentor a small team of Helpdesk Advisors and manage performance including monthly one-to-one meetings.
• Support the Management Team on training and rollout of processes and update duties accordingly.
• Ensure high customer and supplier satisfaction; escalate requests per procedures.
• Establish and maintain excellent customer relationships and trust in our systems and processes.
• Ensure compliance with CBRE policies and safe work environment.

Job description

Company Profile

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Lead Helpdesk

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Lead to join the team.

Responsible for first line management of a small team of Helpdesk Advisors, ensuring calls are processed accurately and in a timely manner, in line with defined process.

Ensure the Team are appropriately equipped to deliver exceptional customer service, through a robust education, training and upskilling plan.

Evaluate and adapt business process, for the purpose of continuous improvement, ensuring changes are effectively communicated and implemented.

Management of schedules to ensure appropriate and sufficient Helpdesk cover is in place, in line with contractual and customer requirements.

Main Duties and Responsibilities

• Responsible for the management, performance and delegation of activities to the team Helpdesk Advisors within your business unit.
• Ensure the Helpdesk Advisor Team understand the Life Cycle of a Work Order and facilitate a smooth handover of work orders to the operational team.
• Understand Training Needs Analysis of the Helpdesk Advisors to ensure that all team members have access to / received required training, relevant to the needs of the individual, team and business.
• Evaluate, review and implement continuous improvement process changes.
• Competent in coaching and mentoring of a small team of Helpdesk Advisors and managing performance of the team including but not limited to writing and delivering monthly one-to-one meeting with team members.
• Support the Management Team on training and roll‑out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures.
• To achieve a high degree of customer and supplier satisfaction, apply logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
• Establish and maintain excellent customer relationships and develop confidence in our systems and processes.
• Ensure compliance with all CBRE policies, procedures and directives.
• Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.

EXPERIENCE

• Analytical and decision‑making skills
• Coaching and development of individuals/ team
• Managing multiple priorities and Key Performance Indicators (KPI) in a face-paced work environment
• Building strong relationships and influencing decisions
• Understand People Management & Leadership
• Advanced computers skills in Microsoft Word & Excel
• Excellent communication (written & verbal) skills at all levels
• Ability to lead a team in a rapidly changing environment
• Customer focused and responsive attitude
• Ability to deliver exceptional customer service to both internal and external customers
• Must demonstrate a strong sense of customer focus
• Excellent verbal and written communication skills

PERSON SPECIFICATION

• A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
• Higher educational qualifications to ‘A’ level/HNC/D or degree would be beneficial or equivalent.
• Committed to service delivery excellence
• Honest and Reliable
• Confidential and discrete approach
• Calm manner and able to work under pressure dealing with conflicting priorities
• Self-motivated and systematic
• Results/task orientated
• Attention to detail and accuracy
• Excellent time management and organisational skills
• Commitment to continuous improvement
• Confident
• Ability to work as part of team and individually