Helpdesk Coordinator — CAFM & Client Support

CBRE Group, Inc.; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

CBRE Group, Inc. in London is seeking a Helpdesk Coordinator to provide exceptional customer service and business support for on-site facilities operations. You will manage the CAFM system, handle reactive requests, and ensure timely communication between the facilities team and end users.

The role emphasises organised work, attention to detail, and proactive problem-solving, with opportunities to contribute to service improvements and client reporting.

Qualifications

• Structured, on-site helper with strong organisational skills.
• Attention to detail and high accuracy.
• Effective communication with internal/external customers.
• Assertiveness to push for issue resolution.

Responsibilities

• 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.
• 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.

Skills

CAFM system on-site

Customer service

Communication skills

Organisation & prioritisation

Stakeholder coordination

Tools

Ariba

Job description

CBRE Group, Inc. in London is seeking a Helpdesk Coordinator to provide exceptional customer service and business support for on-site facilities operations. You will manage the CAFM system, handle reactive requests, and ensure timely communication between the facilities team and end users.

The role emphasises organised work, attention to detail, and proactive problem-solving, with opportunities to contribute to service improvements and client reporting.