Helpdesk Lead

CBRE; Leeds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global leader in real estate services is seeking a Helpdesk Lead in Leeds. This role involves managing a small team of Helpdesk Advisors, ensuring timely processing of calls, and delivering exceptional customer service. Candidates should have strong analytical, coaching, and communication skills, and be committed to service excellence. Applicants with GCSEs in Maths and English and relevant higher qualifications will be preferred. The position offers a dynamic work environment focused on continuous improvement.

Qualifications

• Proven experience in managing multiple priorities in a fast-paced environment.
• Ability to deliver exceptional customer service to both internal and external customers.
• Calm and able to work under pressure dealing with conflicting priorities.

Responsibilities

• Manage performance and delegate activities to Helpdesk Advisors.
• Ensure Helpdesk Advisor Team understands the Life Cycle of a Work Order.
• Evaluate and implement continuous improvement processes.

Skills

Analytical skills

Coaching and development

Relationship building

Excellent communication

Customer-focused attitude

Education

GCSE passes in Maths and English

Higher educational qualifications (A-level, HNC/D or degree)

Tools

Microsoft Word

Microsoft Excel

Job description

Leeds – England – United Kingdom of Great Britain and Northern pokračování****

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 Lead

About the Role

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Lead to join the team. The role is responsible for first‑line management of a small team of Helpdesk Advisors, ensuring calls are processed accurately and in a timely manner in line with unangame process. The Lead ensures the Team is appropriately equipped to deliver exceptional customer service, through a robust education, training and upskilling plan.الشكاوى continuous improvement, managing schedules to ensure appropriate Helpdesk cover, and supporting key customer and supplier satisfaction objectives.

Main Duties and Responsibilities

• Responsible for the management, performance and delegation of activities to the team Helpdesk Advisors within your business unit.
• Ensure the Helpdesk Advisor Team understands the Life Cycle of a Work Order and facilitates a smooth handover of work orders to the operational team.
• Understand Training Needs Analysis of the Helpdesk Advisors to ensure all team members have access to and receive required training relevant to the individual, team and business needs.
• Evaluate, review and implement continuous improvement process changes.
• Coaching and mentoring of a small team of Helpdesk Advisors and managing performance, including writing and delivering monthly one‑to‑one meetings.
• Support the Management Team on training and roll‑out of agreed processes, incorporating any necessary changes.
• Apply logic and common sense to requests for彩票下载 assistance, escalating identified criteria in accordance with procedures.
• Establish and maintain excellent customer relationships and develop confidence in our systems and processes.
• Ensure compliance with all CBRE policies, procedures and directives.
• Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.

Experience

• Analytical and decision‑making skills.
• Coaching and development of individuals/teams.
• Managing multiple priorities and Key Performance Indicators (KPI) in a fast‑paced work environment.
• Building strong relationships and influencing decisions.
• Understanding People Management & Leadership.
• Advanced computer skills in Microsoft Word & Excel.
• Excellent communication (written & verbal) skills at all levels.
• Ability to lead a team in a rapidly changing environment.
• Customer‑focused and responsive attitude.
• Ability to deliver exceptional customer service to both internal and external customers.
• Demonstration of a strong sense of customer focus.
• Excellent verbal and written communication skills.

PERSON SPECIFICATION

• Basic education with at least GCSE passes in Maths and English or equivalent.
• Higher educational qualifications (A‑level, HNC/D or degree) beneficial or equivalent.
• Committed to service delivery excellence.
• Honest and reliable.
• Confidential and discrete approach.
• Calm randable and able to work under pressure dealing with conflicting priorities.
• Self‑motivated and systematic.
• Results / task‑oriented.
• Attention to detail and accuracy.
• Excellent time management and organisational skills.
• Commitment to continuous improvement.
• Confident.
• Ability to work as part of a team and individually.

Service line: GWS Segment