Helpdesk Operator: Frontline Support & CAFM Expert

CBRE Group, Inc.; Leeds; On-site; GBP 21,000 - 32,000; Full time

Job summary

CBRE Group, Inc. in Leeds is seeking a Helpdesk Operative to deliver exceptional customer service and comprehensive business support within facilities management.

You will be the on-site CAFM system key user, manage PPM records and reactive tasks, prioritise requests, and ensure clear communication between Facilities and end users.

The role emphasizes reporting, analytics, and supporting the contract team to maintain high service standards and client satisfaction.

Qualifications

• Experience delivering customer service in a facilities/real estate environment.
• Ability to manage CAFM systems and reporting.
• Strong organisational skills and attention to detail.

Responsibilities

• Manage CAFM system on-site as key user, including PPM records, reactivations and reporting.
• Answer calls and emails promptly for the business.
• Ensure reactive requests have correct priority and engineer assignment.
• Maintain communication between Facilities Team and end users throughout job life; aim to close calls over the phone where possible.
• Liaise with Lead Engineer and Ops Manager to ensure service quality.
• Review subcontractor performance and feedback, with assistance from Contract Support.
• Identify and implement innovations to improve contract performance and client satisfaction.

Skills

Customer service

Organised

Attention to detail

Communication

Team oriented

Tools

CAFM system

Ariba

Job description

CBRE Group, Inc. in Leeds is seeking a Helpdesk Operative to deliver exceptional customer service and comprehensive business support within facilities management.

You will be the on-site CAFM system key user, manage PPM records and reactive tasks, prioritise requests, and ensure clear communication between Facilities and end users.

The role emphasizes reporting, analytics, and supporting the contract team to maintain high service standards and client satisfaction.