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Helpdesk Supervisor

2 months ago

London, United Kingdom Landsec Full time

We are Landsec, we build and invest in buildings, spaces and partnerships to create sustainable places, connect communities and realise potential.

We are one of the largest real estate companies in Europe, with a portfolio of retail, leisure, workspace and residential hubs. Landsec is shaping a better future by leading our industry on environmental and social sustainability while delivering value for our shareholders, great experiences for our guests and positive change for our communities.

The Role:

  • To work in partnership with stakeholders to ensure the appropriate support is available.
  • To prepare weekly / monthly / quarterly reports, scheduled and ad-hoc, ensuring Service Partner queries on PO’s and CVO’s are actioned within an agreed time.
  • Consistently monitor and review working practices to ensure processes are efficient and streamlined.
  • To resolve any queries with available resources. Be a point of escalation for the PO and CVO Administration Agents.
  • To assist in reviewing the administration of POs and CVOs to make sure that procedures stay effective and efficient and to assess whether adjustments to working practices are necessary to keep raising the bar for service standards.
  • To manage fluctuations in demand within the resources available including responding to urgent requests. This will require managing and resolving conflicting stakeholder needs.

The Team:

We work together to provide our Customers with the best possible experiences within our properties, creating a fun, engaging and productive environment for our teams to feel safe, empowered and supported and to take pride in their work and to realise their own potential.

Provide a best-in-class service that delivers excellent service to our customers, underpinned by our purposes – Live well, Build well and Act well.

What you will be responsible for:

  • To report on the provision of PO and CVO administration services including performance against target and recommendations for improvement.
  • Assist the Aspire Service Delivery Manager in boosting and optimising service delivery across the helpdesk PO, and CVO administration responsibilities by staying up to date on the latest technological developments in the system and exploring ways to integrate them into current workflows.
  • To ensure any customer interaction is an excellent experience and that the Helpdesk and PO/CVO Administration team are appropriately trained as well as having the necessary tools to provide a great customer experience at all times.
  • Manage the team to ensure that Service Partners, external suppliers and Workplace Operations team requests are acknowledged and dealt with efficiently & professionally.
  • To be actively involved in one to one and/or group training/familiarisation sessions to ensure engagement and commitment to new methods of working and expectations, and adherence to agreed standards for tasks and targets.
  • To embed an exceptional competency of Fresh Works to enable new processes to be driven through the Helpdesk, resulting in more streamlined and efficient ways of working.
  • Use knowledge of the system to further develop functions which will improve the service delivery from the team.

Your skills, experience and qualifications:

  • Knowledge of Workplace processes and procedures
  • Experience of PO processing.
  • Complaint handling in a helpdesk/call centre environment
  • Competent in Outlook, Excel and Word
  • Working knowledge of helpdesk and financial administering systems
  • Strong experience of FreshWorks or similar CRM system.
Life and Benefits at Landsec

We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer exceptional Learning & Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.

25 days annual leave (plus bank holidays) rising to 27 days after 2 years and options to purchase an additional holiday each year. 

Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution

Private medical insurance, Life assurance and income protection.

Enhanced maternity, adoption, shared parental leave policies (view our Family policies page for more details)

Annual Sharesave plans with the chance to buy Landsec shares at a discounted rates

Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause.

Diversity and Inclusion

At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.

We strive to ensure all our information, and services are accessible to and usable by everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailing

At Landsec, we build and invest in buildings, spaces and partnerships to create sustainable places, connect communities and realise potential.

We are one of the largest real estate companies in Europe, with a portfolio of retail, leisure, workspace and residential hubs. Landsec is shaping a better future by leading our industry on environmental and social sustainability while delivering value for our shareholders, great experiences for our guests and positive change for our communities.

All qualified applicants will receive consideration for employment and we do not discriminate on the grounds of age, disability, gender identity and gender expression, sexual orientation, marital or civil partner status, pregnancy and/or parental status, ethnicity, race, nationality, citizenship, cultural background,socio-economic background, religion or belief

Flexible Working

Depending on the nature of your role, Landsec may be able to offer different ways of working to fit around your lifestyle. We know that flexible working can make a real difference to your wellbeing and professional development, and in turn can benefit us as an employer and our customers. The flexible working options available to you is something that can be discussed at the interview stage during the recruitment process

The Recruitment Process

To apply for a role at Landsec please click apply in any available role, create a candidate account and upload your CV with the supporting information.

Stage 1: Review CV's

Once you have applied your application will be assessed against the required skills, experience and qualifications. Commonly you will be informed whether you move onto the interview process via a telephone call or email message within 2 weeks of your application being uploaded.

Stage 2: Interview

In most cases the interview process will take between 2-4 weeks with a single on-site interview that may be supported by telephone interviews. In more senior positions you may be asked to attend site and meet other members of the team for less formal interviews.

Stage 3: Offer and Contract

If you are successful a verbal offer will be made and your start date discussed before a contract and offer is sent out to you via the candidate account you applied through. You will be able to review and sign this online. You will be fully supported by Landsec's recruitment team during this process.

Stage 4: Onboarding

Once you have signed your contract you will be able to onboard through our HR system providing us with all the details and completing your benefit selection, your pre-employment screening and any additional onboarding tasks you may have.

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