Helpdesk Supervisor

CBRE Group, Inc.; Leeds; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

CBRE Group, Inc. is seeking a Helpdesk Supervisor in Leeds to lead the Helpdesk Team, foster a One Team culture, and ensure high-quality service for CBRE Local UK’s largest Retail account. This role focuses on coaching Leads, managing advisors, and delivering efficient processes.

You will drive customer satisfaction, training, and process improvements while maintaining strong relationships with stakeholders and ensuring compliance with CBRE policies.

Qualifications

• Experience as a Contact Centre/Helpdesk/Service Centre Team Leader or Supervisor.
• People management & leadership experience.
• Advanced skills in Microsoft Excel & Word.
• Analytical and decision-making abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Promote and maintain strong relationships across the account and drive a One Team approach.
• Be the primary interface for the Helpdesk Team with staff and customers.
• Ensure prompt, efficient service and adherence to contractual SLAs.
• Identify training needs and coach Helpdesk Leads to develop Advisors.
• Support process roll-out and drive continuous improvement in operations.
• Escalate issues following defined procedures and ensure safe, compliant operations.

Skills

People Management

Team Leadership

Customer Service

Analytical Thinking

Communication Skills

Tools

Microsoft Excel

Microsoft Word

Job description

Role: Helpdesk Supervisor

Location: Leeds, Gateway Office

Job Purpose:

Accountable for the effective Helpdesk operations for CBRE Local UK’s largest Retail account.

Responsible for the efficient and effective performance of the Helpdesk function. Coach and support Helpdesk Team Leads in the daily management of the Helpdesk Advisor teams, ensuring service delivery is in line with contractual SLAs.

Delivery of a ‘One Team’ approach through consistent process delivery, training, education and upskilling, ensuring an active Training Needs Analysis for all is answered through the development and execution of a live plan, to support the delivery of world class customer service.

Role Summary:

• Accountable for promoting, developing, and maintaining strong relationships across the Account, promoting the ‘One Team’ approach.
• Function as the primary customer and staff interface for the Helpdesk Team.
• Responsible for the collective Helpdesk performance, including ensuring the Helpdesk teams provide prompt and efficient service and support to enable the delivery of accurate and meaningful processes.
• Responsible for understanding the Training Needs Analysis of the Helpdesk teams to ensure that all staff have access to training relevant to the needs of the individual and the business.
• Ability to coach and mentor the Helpdesk Leads in order to successfully manage and develop the Helpdesk Advisors.
• Support the Management Team and wider business on the roll‑out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures.
• Responsible for identifying the needs of the Account and any process improvements, ensuring opportunities and weaknesses are highlighted.
• Continual drive to improve areas of operation to maximize efficiency, to include processes, procedures, and service to both internal and external customers.
• Responsible for achieving a high degree of customer and supplier satisfaction, applying logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
• Active attendance and input at daily TAP meetings.
• Proactively support a healthy and safe work environment through effective management of incidents and hazards.

• Ensure compliance with all CBRE policies, procedures and directives.

• Ad hoc support as requested by the Business Unit or Business/ Finance.

Person Requirements:

Skills

• Experience as a Contact Centre, Helpdesk, Service Centre Team Leader or Supervisor
• People Management & Leadership
• Team leadership in a rapidly changing environment
• Customer focused and responsive attitude, able to deliver exceptional customer service to both internal and external customers
• Advanced computer skills in Microsoft Excel and Word
• Analytical and decision-making skills
• Excellent communication (verbal & written) skills at all levels

Experience

• Analytical and decision-making skills
• Coaching and development of individuals and teams
• Managing multiple priorities and Key Performance Indicators (KPI) in a face-paced work environment
• Building strong relationships and influencing decisions

Aptitude

• Must demonstrate a strong sense of customer focus
• Excellent verbal and written communication skills
• Self-motivated and systematic
• Results/task orientated
• Attention to detail and accuracy
• Excellent time management and organisational skills
• Commitment to continuous improvement
• Ability to work as part of team and individually