Help Desk Lead & Team Coach

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

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