Helpdesk and Report Coordinator

CBRE Group, Inc.; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

CBRE Group, Inc. in the United Kingdom seeks a Helpdesk and Report Coordinator to manage day-to-day facilities helpdesk operations, answer calls, respond to tickets, and ensure tasks meet agreed timescales.

The role also provides a robust reporting service, turning operational data into actionable insights. You will deputy for the Lead Contract Support when required, participate in meetings, and help drive service levels and accuracy of reports.

Qualifications

• GCSE maths and English or equivalent.
• Strong PC skills: Word, Excel and Outlook (intermediate–advanced).
• Desirable: PowerPoint and CAFM systems.
• Experience in a customer-facing role using CAFM systems.
• Desirable: experience with management information reporting.
• Desirable: financial administration experience.

Responsibilities

• Respond to customer calls and tickets promptly, guiding them through solutions.
• Log and track tickets in the CAFM system and assign to engineers.
• Prepare internal and client-facing performance reports with trend insights.
• Ensure compliance with CBRE and client policies and safety standards.
• Drive SLAs and ensure timely responses and closure of tasks.
• Contribute to a collaborative, inclusive team environment.
• Support the Lead Contract Support during peak periods or absences.
• Maintain training matrices and track certification validity.

Skills

Customer service

Verbal and written communication

Time management

Organisational skills

Teamwork and independent working

Attention to detail

Continuous improvement

MS Office (Word/Excel/Outlook)

Education

GCSE Maths and English or equivalent

Tools

CAFM systems

MS Excel

MS Word

MS Outlook

PowerPoint

Job description

JOB DESCRIPTION

Job Title: Helpdesk and Report Coordinator

PURPOSE OF THE JOB

This role oversees the day-to-day management of the Facilities Helpdesk, answering all calls from customers, responding to tickets and ensuring that tasks are responded to within the agreed timescale. Additionally, this role provides a comprehensive reporting service, ensuring that all data gathered from the operation of the account is reported in a useful and informative way. This role is also a deputy for the Lead Contract Support, stepping in to support and cover Contract Support duties when required.

MAIN DUTIES AND RESPONSIBILITIES

• Positively respond to both our internal and external customers through effective communication and personal accessibility.
• Be an ambassador of the CBRE values and behaviours. Ensure a professional image of CBRE is presented to clients and visitors and ensure excellence in customer service is delivered and promoted at all times.
• Provide excellent customer service by understanding customer needs and managing client expectations.
• Actively participate in a diverse and effective team – attend all meetings and promote open and inclusive environment.
• Ensure compliance with all Company policies and procedures, as well as client site policies, procedures and working arrangements, as required. To include the active participation in a safe working environment.
• Achieve results within quality and time restraints to include both internal and customer KPIs.
• Monitor the Facilities helpdesk, ensuring that all calls are responded to promptly and that tickets logged on the CAFM system and assigned to the appropriate engineer.
• Run regular reports from the CAFM system, presenting trend information and providing management with data to support decisions.
• Drive performance against SLAs, ensuring that jobs are being responded to, updated and closed down within the agreed timescales.
• Prepare various internal and customer facing reports for the account, liaising with the appropriate people for accurate information and ensuring attention to detail.
• Maintain the QHSE database with hazard reporting and customer feedback.
• Complete the timesheet submission for payroll, ensuring that all annual leave, sickness and training is correctly recorded and that timesheets have the appropriate references for budget allocation.
• Raise service orders and purchase orders as requested, ensuring that all trackers and systems are kept up to date with the relevant information and that reports are sent out timely.
• Order all PPE, uniform and tools as required.
• Keep the account training matrix up to date at all times, ensuring that the team are notified of any training gaps and that training certificates are obtained for completed courses.
• Support the Lead Contract Support by covering any duties when required.
• Carry out any reasonable request from management.

PERSON SPECIFICATION

Education

• [Essential] A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.

Training

• [Essential] Excellent PC based skills, with experience in Word/Excel and Outlook – intermediate to advance level.
• [Desirable] PowerPoint and CAFM systems.

Experience

• [Essential] Previous experience of a customer-facing role using CAFM systems.
• [Desirable] Experience with running, interrogating and presenting management information.
• [Desirable] Financial administration experience.

Aptitudes

• Strong customer service skills.
• Excellent verbal and written communication skills.
• Self-motivated and systematic.
• Results/ task orientated, attention to detail and accuracy.
• Excellent time management and organisational skills.
• Commitment to continuous improvement.
• Ability to work as part of a team, as well as independently.

Characteristics

• Reliable and committed.
• Professional.
• Able to maintain a positive outlook whilst working under pressure and with changing demands and priorities.