Lead Helpdesk Operations & Team Development

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

Job summary

CBRE Leeds is seeking a Helpdesk Supervisor to lead and develop the local Helpdesk operations for CBRE Local UK’s largest Retail account. The role focuses on delivering world-class service, coaching Team Leads, and ensuring adherence to SLAs.

The supervisor will drive continuous improvement, manage relationships with the account and staff, and promote a one-team approach across the operation to maximise efficiency and customer satisfaction.

Qualifications

• Experience as a Contact Centre/Helpdesk Team Leader or Supervisor.
• Strong people management and leadership skills.
• Ability to coach and mentor teams.
• Excellent verbal and written communication.
• Advanced Excel and Word skills.
• Analytical and decision-making abilities.

Responsibilities

• Promote and maintain strong relationships across the account.
• Act as the primary interface for the Helpdesk team.
• Ensure service delivery aligns with contractual SLAs.
• Coach and support Helpdesk Team Leads and Advisors.
• Drive continuous improvement and rollout of processes.
• Attend TAP meetings and manage a safe work environment.
• Ensure CBRE policies and procedures are followed.

Skills

Helpdesk Leadership

People Management

Team Leadership

Customer Service

Excel & Word

Communication Skills

Tools

Microsoft Office

Job description

CBRE Leeds is seeking a Helpdesk Supervisor to lead and develop the local Helpdesk operations for CBRE Local UK’s largest Retail account. The role focuses on delivering world-class service, coaching Team Leads, and ensuring adherence to SLAs.

The supervisor will drive continuous improvement, manage relationships with the account and staff, and promote a one-team approach across the operation to maximise efficiency and customer satisfaction.