Help Desk Lead

CBRE; Leeds; On-site; GBP 32,000 - 42,000; Full time

Job summary

CBRE Global Workplace Solutions in Leeds is seeking a Lead Helpdesk to line-manage a small team of Helpdesk Advisors, ensuring calls are processed accurately and promptly and that service levels are met.

You will drive training, continuous improvement, scheduling, and escalation processes, aiming to deliver exceptional customer service, maintain strong relationships with clients and suppliers, and uphold CBRE policies.

Qualifications

• GCSE passes in Maths and English or equivalent.
• Higher educational qualifications would be beneficial (A-level/degree).
• Committed to service delivery excellence.
• Honest and reliable.
• Calm under pressure with conflicting priorities.
• Self-motivated and systematic.
• Attention to detail and accuracy.
• Strong time management and organisational skills.
• Commitment to continuous improvement.
• Confident and able to work in a team or alone.

Responsibilities

• Manage, scale and delegate activities to the Helpdesk Advisors within your unit.
• Ensure the Helpdesk Advisor Team understands the Life Cycle of a Work Order and handover to operations.
• Identify training needs and arrange required training for the team.
• Evaluate, review and implement continuous improvement process changes.
• Coach and mentor the team; conduct monthly one-to-one meetings.
• Support management in training and rollout of agreed processes and procedures.
• Escalate requests per procedures and maintain high customer/supplier satisfaction.
• Maintain excellent relationships and confidence in our systems and processes.
• Ensure CBRE policies and safety directives are followed.

Skills

Analytical skills

Coaching

Prioritization

Relationship building

People management

MS Word

MS Excel

Communication

Leadership

Customer focus

Education

GCSE Maths & English

A-level / Degree beneficial

Tools

Microsoft Word

Microsoft Excel

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