Helpdesk Operations Manager

5 days ago

Swansea, City and County of Swansea, United Kingdom CBRE Local UK Full time

Position:
Helpdesk Operations Manager

Objective:
Responsible for overseeing the efficient operations of the Helpdesk at CBRE.

Tasked with ensuring the Helpdesk functions effectively and efficiently.

Guide and assist Helpdesk Team Leaders in the daily oversight of Helpdesk Advisor teams, ensuring service delivery aligns with established SLAs.


Foster a collaborative 'One Team' ethos through consistent process implementation, training, education, and skill enhancement, ensuring an ongoing Training Needs Analysis is conducted and addressed through a dynamic development plan, aimed at delivering exceptional customer service.


Key Responsibilities:

  • Accountable for cultivating, developing, and sustaining robust relationships across the Account, endorsing the 'One Team' philosophy.
  • Serve as the primary interface for customers and staff for the Helpdesk Team.
  • Oversee the overall performance of the Helpdesk, ensuring teams provide prompt and effective service and support to facilitate accurate and meaningful processes.
  • Assess the Training Needs Analysis of the Helpdesk teams to guarantee that all personnel have access to training pertinent to their individual and organizational needs.
  • Capable of coaching and mentoring Helpdesk Leads to effectively manage and nurture Helpdesk Advisors.
  • Assist the Management Team and broader organization in implementing any agreed-upon processes, adapting duties, methods, working hours, and procedures as necessary.
  • Identify the needs of the Account and recommend process enhancements, ensuring opportunities and weaknesses are recognized.
  • Maintain a continuous drive to enhance operational areas to maximize efficiency, including processes, procedures, and service delivery to both internal and external clients.
  • Ensure a high level of customer and supplier satisfaction, applying logic and common sense to assistance requests, ensuring that identified criteria are escalated according to procedures.
  • Actively participate and contribute in daily TAP meetings.
  • Proactively promote a safe and healthy work environment through effective incident and hazard management.
  • Ensure adherence to all CBRE policies, procedures, and directives.
  • Provide ad hoc support as requested by the Business Unit or Business/Finance.

Candidate Profile:
Skills

  • Proven experience as a Contact Centre, Helpdesk, or Service Centre Team Leader or Supervisor
  • Leadership and People Management
  • Team leadership in a dynamic environment
  • Customer-centric and responsive demeanor, capable of delivering outstanding customer service to both internal and external clients
  • Proficient in Microsoft Excel and Word
  • Strong analytical and decision-making capabilities
  • Excellent communication skills (verbal & written) across all levels
Experience

  • Strong analytical and decision-making capabilities
  • Coaching and developing individuals and teams
  • Managing multiple priorities and Key Performance Indicators (KPI) in a fast-paced work environment
  • Building strong relationships and influencing decisions
Aptitude

  • Must exhibit a strong customer focus
  • Exceptional verbal and written communication skills
  • Self-driven and methodical
  • Results-oriented and task-focused
  • Attention to detail and precision
  • Excellent time management and organizational abilities
  • Commitment to ongoing improvement

  • Helpdesk Operations Manager

    5 days ago

    Swansea, City and County of Swansea, United Kingdom CBRE Full time

    Job Summary:CBRE is seeking a highly skilled and experienced Helpdesk Supervisor to lead our Helpdesk operations. As a key member of our team, you will be responsible for ensuring the effective delivery of customer service and support to our clients.Key Responsibilities:Lead and manage a team of Helpdesk Advisors to ensure prompt and efficient service...

  • Helpdesk Operations Manager

    7 days ago

    Swansea, City and County of Swansea, United Kingdom CBRE Full time

    Job Summary:CBRE is seeking a highly skilled and experienced Helpdesk Supervisor to lead our Helpdesk operations. As a key member of our team, you will be responsible for ensuring the effective delivery of customer service and support to our clients.Key Responsibilities:Lead and manage a team of Helpdesk Advisors to ensure prompt and efficient service...

  • Service Delivery Lead

    5 days ago

    Swansea, City and County of Swansea, United Kingdom CBRE Full time

    Job Summary:CBRE is seeking a highly skilled and experienced Helpdesk Operations Manager to join our team. As a key member of our Helpdesk team, you will be responsible for ensuring the effective and efficient operation of our Helpdesk function.Key Responsibilities:Accountable for promoting, developing, and maintaining strong relationships across the...

  • Service Delivery Lead

    7 days ago

    Swansea, City and County of Swansea, United Kingdom CBRE Full time

    Job Summary:CBRE is seeking a highly skilled and experienced Helpdesk Operations Manager to join our team. As a key member of our Helpdesk team, you will be responsible for ensuring the effective and efficient operation of our Helpdesk function.Key Responsibilities:Accountable for promoting, developing, and maintaining strong relationships across the...

  • Customer Service Supervisor

    7 days ago

    Swansea, City and County of Swansea, United Kingdom CBRE Full time

    Job Summary:CBRE is seeking a highly skilled and experienced Helpdesk Operations Manager to join our team. As a key member of our Helpdesk team, you will be responsible for ensuring the effective operation of our Helpdesk function, providing exceptional customer service to both internal and external customers, and driving process improvements to maximize...

  • Customer Service Supervisor

    5 days ago

    Swansea, City and County of Swansea, United Kingdom CBRE Full time

    Job Summary:CBRE is seeking a highly skilled and experienced Helpdesk Operations Manager to join our team. As a key member of our Helpdesk team, you will be responsible for ensuring the effective operation of our Helpdesk function, providing exceptional customer service to both internal and external customers, and driving process improvements to maximize...

  • Helpdesk Advisor

    4 weeks ago

    Swansea, City and County of Swansea, United Kingdom Driver and Vehicle Licensing Agency Full time

    Position OverviewThe Driver and Vehicle Licensing Agency (DVLA) is committed to fostering a diverse workforce and encourages applications from all individuals, particularly those from underrepresented groups. We value the positive impact of diversity and strive to create an inclusive environment where everyone has equal opportunities.Are you a skilled...

  • Facilities Support Coordinator

    4 weeks ago

    Swansea, City and County of Swansea, United Kingdom Boden Group Full time

    Position Overview:As a Facilities Support Coordinator, you will play a vital role in ensuring the smooth operation of our services within a globally recognized facilities management organization. This position offers a competitive salary range of £24,000 - £28,000, along with 24 days of annual leave plus 8 bank holidays.Key Responsibilities:Manage incoming...

  • Senior Operations Administrator in Swansea

    4 weeks ago

    Swansea, City and County of Swansea, United Kingdom TPP Recruitment Full time

    Are you an accomplished Administrator with a background in higher education offering exceptional customer service? Can you lead by example, delegating work and ensuring the 'front of house' service runs smoothly at all times? The Role This is a maternity leave contract to ideally start in September / October to join a university based in Central London. You...

  • Quarry Operations Manager

    3 days ago

    Swansea, City and County of Swansea, United Kingdom oilandgas Full time

    Job OverviewWe are seeking an experienced Quarry Manager to lead our operations team at our quarry site. The successful candidate will be responsible for managing and overseeing all quarrying and asphalt plant operations, ensuring safety and operational standards are met.Key ResponsibilitiesManage and develop a highly skilled team using KPIs to ensure...

  • Quarry Operations Manager

    3 days ago

    Swansea, City and County of Swansea, United Kingdom oilandgas Full time

    Job OverviewWe are seeking an experienced Quarry Manager to lead our operations team at our quarry site. The successful candidate will be responsible for managing and overseeing all quarrying and asphalt plant operations, ensuring safety and operational standards are met.Key ResponsibilitiesManage and develop a highly skilled team using KPIs to ensure...

  • Quarry Operations Manager

    7 days ago

    Swansea, City and County of Swansea, United Kingdom oilandgas Full time

    Job IntroductionWe are currently recruiting for an experienced Quarry Manager to join our operations team at our quarry site. As a key member of our team, you will be responsible for managing and overseeing all quarrying and asphalt plant operations on site.Role ResponsibilitiesThe Quarry Manager will be accountable for:Managing a High-Performing TeamLeading...

  • Regional Operations Manager

    4 weeks ago

    Swansea, City and County of Swansea, United Kingdom Walsingham Support Full time

    Job Title: Regional Operations ManagerLocation: South Wales Area, on-site in ServicesSalary: £41,600 per annum pro rataEmployment Type: Full-time, 37.5 hours per week / Monday to FridayDuration: 6 Month Fixed Term Contract (Maternity Cover)Company Overview:Walsingham Support is a prominent provider of social care services throughout the UK, committed to...

  • Logistics Operations Manager

    4 weeks ago

    Swansea, City and County of Swansea, United Kingdom Aspion Full time

    Logistics Operations Manager £35,000 - £40,000 + £5,000 Vehicle Allowance Monday – Friday, Day Shifts Join a leading player in the UK logistics sector as a Logistics Operations Manager. A valid National and International CPC Transport Management qualification is a prerequisite. We seek candidates with a strong background in Commercial Transport...

  • Operational Management Lead

    2 days ago

    Swansea, City and County of Swansea, United Kingdom Swansea Bay University Health Board Full time

    Job OverviewAn exciting opportunity has arisen for a highly skilled and experienced individual to lead the operational management of Hospital Operations within Swansea Bay University Health Board.The successful candidate will be responsible for providing strategic leadership and direction to the Hospital Operations team, ensuring the delivery of safe and...

  • Operational Management Lead

    2 days ago

    Swansea, City and County of Swansea, United Kingdom Swansea Bay University Health Board Full time

    Job OverviewAn exciting opportunity has arisen for a highly skilled and experienced individual to lead the operational management of Hospital Operations within Swansea Bay University Health Board.The successful candidate will be responsible for providing strategic leadership and direction to the Hospital Operations team, ensuring the delivery of safe and...

  • Area Operations Manager

    4 weeks ago

    Swansea, City and County of Swansea, United Kingdom Perthyn Full time

    Position: Area Operations ManagerLocation: South WalesWork Schedule: Full-time (38 hours per week)Compensation: £36,019.77 plus £1,000 vehicle allowance About PerthynPerthyn is a reputable not-for-profit organization committed to providing support to over 190 adults with learning disabilities across various regions in England and Wales. Our mission is to...

  • Area Operations Manager

    4 weeks ago

    Swansea, City and County of Swansea, United Kingdom Perthyn Full time

    Position: Area Operations ManagerLocation: South WalesWorking Hours: Full time (38 hours per week)Compensation: £36,019.77 plus £1,000 vehicle allowance About PerthynPerthyn is a reputable not-for-profit organization committed to delivering support to over 190 adults with learning disabilities across various regions in England and Wales. Our mission is to...

  • Site Operations Manager

    3 days ago

    Swansea, City and County of Swansea, United Kingdom Green Recruitment Company Full time

    About the RoleGreen Recruitment Company is seeking a highly skilled and experienced Site Operations Manager to oversee substations projects in a dynamic and fast-paced environment. This is a unique opportunity for a dedicated professional to drive significant advancements in the energy sector.Key ResponsibilitiesOperational Excellence: Manage daily...

  • Site Operations Manager

    3 days ago

    Swansea, City and County of Swansea, United Kingdom Green Recruitment Company Full time

    About the RoleGreen Recruitment Company is seeking a highly skilled and experienced Site Operations Manager to oversee substations projects in a dynamic and fast-paced environment. This is a unique opportunity for a dedicated professional to drive significant advancements in the energy sector.Key ResponsibilitiesOperational Excellence: Manage daily...