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.