Helpdesk Operator

CBRE Group, Inc.; Leeds; On-site; GBP 24,000 - 32,000; Full time

Job summary

CBRE Group, Inc. in Leeds is seeking a Helpdesk Coordinator to join the team and deliver exceptional customer service and business support within the CAFM environment.

You will be the on-site key user of CAFM, manage reactive requests, coordinate with engineers, generate reports, and contribute to contract performance and client satisfaction through structured processes.

Qualifications

• Organised and methodical approach to workload management.
• Clear, logical thinking with attention to detail.
• Strong communication and customer-focused mindset.
• Assertive when coordinating with teams and stakeholders.
• Persistent in driving issues to resolution.
• Ability to work effectively with colleagues and clients.

Responsibilities

• Manage CAFM system as key user on site including PPM records, reactives and reporting.
• Answer calls and emails promptly for the business.
• Ensure reactive requests have correct priority/engineer assigned.
• Maintain communication through reactive job life between Facilities Team and end users.
• Liaise with Lead Engineer and Ops Manager to ensure service quality.
• Review subcontractor performance with assistance from Contract Support.
• Identify and implement innovations to improve contract performance and client satisfaction.
• Assist with monthly customer reports and provide reports from CAFM and related systems.
• Analyse reports and maintain metrics/forecasting models when needed.
• Log hazards and customer feedback on QA/QSE portals.
• Perform other duties as requested by the CM or Management Team.
• Understand procedures and processes and operate to required standards (supplier quotes, agency cover, portal hours, etc.).
• Update CBRE Performance Portal as required.

Skills

Organised

Logical

Attention to detail

Assertiveness

Persistence

Customer focus

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 reco rds, reactives and reporting.

• Answer calls/email for the business in a timely fashion.

• Ensure all Reactive requests raised on the helpdesk have the correc t 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 witho ut requirement for assignment.

• Liaise with Lead Engineer and Ops Manager daily/weekly to ensure qual ity of service is maintained.

• Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assi stance 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 sta ndard. 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. Think s 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