Helpdesk Lead: Build & Coach a High-Impact Support Team

CBRE; Leeds; On-site; GBP 32,000 - 42,000; Full time

Job summary

CBRE Global Workplace Solutions in Leeds is seeking a Lead Helpdesk to line-manage a small team of Helpdesk Advisors, ensuring calls are processed accurately and promptly and that service levels are met.

You will drive training, continuous improvement, scheduling, and escalation processes, aiming to deliver exceptional customer service, maintain strong relationships with clients and suppliers, and uphold CBRE policies.

Qualifications

• GCSE passes in Maths and English or equivalent.
• Higher educational qualifications would be beneficial (A-level/degree).
• Committed to service delivery excellence.
• Honest and reliable.
• Calm under pressure with conflicting priorities.
• Self-motivated and systematic.
• Attention to detail and accuracy.
• Strong time management and organisational skills.
• Commitment to continuous improvement.
• Confident and able to work in a team or alone.

Responsibilities

• Manage, scale and delegate activities to the Helpdesk Advisors within your unit.
• Ensure the Helpdesk Advisor Team understands the Life Cycle of a Work Order and handover to operations.
• Identify training needs and arrange required training for the team.
• Evaluate, review and implement continuous improvement process changes.
• Coach and mentor the team; conduct monthly one-to-one meetings.
• Support management in training and rollout of agreed processes and procedures.
• Escalate requests per procedures and maintain high customer/supplier satisfaction.
• Maintain excellent relationships and confidence in our systems and processes.
• Ensure CBRE policies and safety directives are followed.

Skills

Analytical skills

Coaching

Prioritization

Relationship building

People management

MS Word

MS Excel

Communication

Leadership

Customer focus

Education

GCSE Maths & English

A-level / Degree beneficial

Tools

Microsoft Word

Microsoft Excel

Job description

CBRE Global Workplace Solutions in Leeds is seeking a Lead Helpdesk to line-manage a small team of Helpdesk Advisors, ensuring calls are processed accurately and promptly and that service levels are met.

You will drive training, continuous improvement, scheduling, and escalation processes, aiming to deliver exceptional customer service, maintain strong relationships with clients and suppliers, and uphold CBRE policies.