Helpdesk Advisor (9 Month FTC)

CBRE Group, Inc.; Birmingham; On-site; GBP 24,000 - 30,000; Full time

Job summary

CBRE Group, Inc. in Birmingham is seeking a Helpdesk Coordinator to be the first point of contact for clients, manage service requests, and coordinate maintenance activities to ensure timely responses and high service levels.

You will work with CAFM systems, produce reports, and support monthly metrics, while building strong relationships with stakeholders and ensuring excellent customer service in a fast-paced environment.

Qualifications

• Previous experience in a helpdesk, customer service, facilities management, or administrative environment.
• Strong organisational and multitasking abilities.
• Excellent written and spoken communication and customer-facing skills.

Responsibilities

• Act as first point of contact for helpdesk enquiries via phone and email.
• Manage CAFM systems and maintenance records; track service requests.
• Prioritise requests and assign to engineers; keep customers informed.
• Collaborate with operations to meet service delivery standards.
• Produce reports and analyse contract performance data.
• Support monthly reporting and client-specific metrics.
• Assist with supplier quotations and general contract administration.
• Promote a positive customer experience and seek improvements.

Skills

Helpdesk experience

Organisational skills

Verbal communication

Written communication

Attention to detail

Stakeholder management

Reporting tools

Customer-first mindset

Tools

CAFM systems

Reporting tools

Job description

Helpdesk Advisor

Location: Birmingham
Full Time | Permanent

Join CBRE Global Workplace Solutions

CBRE Global Workplace Solutions (GWS) is a leading global provider of integrated facilities and corporate real estate management. As part of CBRE, the world's largest commercial real estate services and investment firm, we deliver innovative workplace solutions that support some of the world's most recognisable organisations.

We're looking for a customer-focused and highly organised Helpdesk Coordinator to join our team. This is an excellent opportunity for someone who enjoys working in a fast-paced environment, providing exceptional customer service, coordinating maintenance activities, and building strong relationships with stakeholders.

The Opportunity

As a Helpdesk Coordinator, you will be the first point of contact for customers, managing service requests and ensuring work orders are assigned, tracked, and completed efficiently. You'll play a key role in supporting operational teams, maintaining service excellence, and contributing to the overall success of the contract.

Key Responsibilities

• Act as the first point of contact for helpdesk enquiries via phone and email.
• Manage and maintain CAFM systems, including reactive maintenance requests, planned maintenance records, and reporting.
• Prioritise and allocate service requests to the appropriate engineers.
• Ensure customers are kept informed throughout the lifecycle of maintenance requests.
• Work closely with operational teams to ensure service delivery standards are met.
• Produce reports and analyse contract performance data.
• Support monthly reporting and client-specific metrics.
• Assist with supplier quotations, agency bookings, and general contract administration activities.
• Promote a positive customer experience and identify opportunities for continuous improvement.

What You'll Bring

• Previous experience in a helpdesk, customer service, facilities management, or administrative environment.
• Strong organisational skills with the ability to manage and prioritise multiple tasks.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy.
• A proactive and solution-focused approach.
• Strong stakeholder management and relationship-building skills.
• Confidence working with systems and reporting tools.
• A customer-first mindset and commitment to delivering outstanding service.

Why CBRE?

At CBRE, you'll be part of a global organisation that values innovation, collaboration, and professional development. We are committed to creating a workplace where everyone feels supported, empowered, and able to thrive.

If you're passionate about customer service, enjoy working as part of a team, and are looking to build your career with an industry leader, we'd love to hear from you.