Service Delivery Lead

6 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 Account, promoting a collaborative 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 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.

Requirements:

  • Experience as a Contact Centre, Helpdesk, Service Centre Team Leader or Supervisor.
  • People Management & Leadership.
  • Team leadership in a rapidly changing environment.
  • Customer focused and responsive attitude, able to deliver exceptional customer service to both internal and external customers.
  • Advanced computer skills in Microsoft Excel and Word.
  • Analytical and decision-making skills.
  • Excellent communication (verbal & written) skills at all levels.

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