Helpdesk Supervisor: Lead Team & Service Excellence

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

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.