Helpdesk Coordinator

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

Job summary

CBRE Group, Inc. is seeking a Helpdesk Coordinator to join CBRE Global Workplace Solutions at our Leeds site. The role focuses on delivering exceptional customer service, managing CAFM records, and coordinating reactive work with engineers to maintain high service standards.

The successful candidate will communicate effectively with internal teams and clients, ensure accurate prioritisation of requests, and contribute to continuous improvement initiatives across the contract.

Qualifications

• Organised and methodical work style with ability to prioritise workload.
• Clear, logical thinker with structured approach to tasks.
• High attention to detail and accuracy in data and reports.
• Assertive communication to convey points effectively to teams.
• Persistent in following through tasks to resolution.
• Customer- and team-focused mindset for high-quality service.

Responsibilities

• Manage CAFM system as key on-site user, including PPM records, reactive work, and reporting.
• Answer calls/emails promptly to support business operations.
• Ensure reactive requests have correct priority and engineer assignment.
• Maintain communication between Facilities Team and end users throughout job lifecycle.
• Liaise with Lead Engineer and Ops Manager to ensure service quality.
• Provide monthly client reports and update contract metrics as required.

Skills

Organised

Logical

Attention to detail

Assertiveness

Persistence

Customer and team focus

Ariba

Tools

Ariba

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: Helpdesk Coordinator

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

As a Helpdesk Coordinator, you will responsible for providing exceptional customer service and business support in order to contribute to the continued growth and success of the Business.

Quality

• Manage CAFM system as key user on site including PPM records, reactives and reporting.
• Answer calls/email for the business in a timely fashion
• Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.
• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment
• Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.
• Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

People & Development

• Promote and maintain CBRE culture.
• Collate and process timesheets and expenses weekly in absence of Contract Support.
• Communicate effectively and build/maintain relationships at all levels with internal and external customers.
• Attend and participate in any relevant training courses.

Contract:

• Alongside Contract Support assist with the monthly customer report.
• Provide comprehensive reports relating to all jobs raised through the CAFM system.
• Analysis and comprehension of reports relating to CAFM system.
• Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.
• Logging hazards & customer feedback on the QHSE Management Portal
• Perform any other duties or responsibilities as requested by the CM or Management Team.

Finance:

• Understand procedures and processes and operate them to the required standard.
• Examples of these are:
• 1. Obtaining supplier quotes and uploading onto the internal system for client approval.
• 2. Arranging agency cover & submitting hours on portal.
• Updating the CBRE Performance Portal as and when required.

Person Specification:

• Organised - Works in a structured way. Thinks ahead to prioritise workload
• Logical - Works in a clear and consistent manner
• Attention to detail - Thorough in carrying out a task, with a high degree of accuracy
• Assertiveness - Confident, effective in putting across point of view to others
• Persistence - Follows through to resolution
• Customer and team focus - Puts customer and team needs first; always considers impact of their actions