Out of Hours Helpdesk Lead

Leeds - England - United Kingdom of Great Britain and Northern Ireland

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
Responsible for first line management of a team of Helpdesk Advisors, ensuring the delivery of service excellence to both internal and external customers. The Helpdesk Lead ensures the team are continually coached and supported to handle both calls and administrative processes accurately and in a timely manner, in line with defined process.A primary focus of the Help Desk Lead is to ensure the team are appropriately equipped to deliver exceptional customer service, through a robust education, training and upskilling plan.

Evaluate and adapt business process, for the purpose of continuous improvement, ensuring changes are effectively communicated and implemented.

Management of schedules to ensure appropriate and sufficient Helpdesk cover is in place, in line with contractual and customer requirements.

Main Duties And Responsibilities

• Responsible for the management, performance, and delegation of activities to the Helpdesk Advisors
• Ensure the team understand the Life Cycle of a Work Order and facilitate a smooth handover of work orders to the operational team for in hours.
• Operating as first point of escalation for customer or account queries
• Ensuring adherence to shifts and daily schedules of work
• Ensuring teams operate efficiently and effectively
• Understand training needs of their Helpdesk Advisors and ensures that all team members have access to/received required training, relevant to the needs of the individual, team, and contracts they support.
• Assess and validate adherence to process and service standards through frequent audits and coaching.
• Evaluate, review, and implement continuous improvement process changes with their supervisor.
• Competent in coaching and mentoring of a team of Helpdesk Advisors and managing performance of the team including but not limited to writing and delivering monthly one-to-one meetings with team members.
• Support the Management Team on training and roll-out of any agreed processes, and incorporate any changes necessary in duties, methods, working hours and procedures.
• Deputise for the Help Desk Supervisor when required (including but not limited to absence)
• To achieve a high degree of customer and supplier satisfaction, apply logic and common sense to requests for assistance, ensuring that identified criteria are escalated 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.
• Dealing with escalations that come in on the day, providing solutions to ensure no impact on the client aligning with the OOH processes.
• Managing sickness & leave of advisors, ensuring they follow the correct process, and relevant documents are completed upon them returning to work.
• Complete any other reasonable requests from their line manager

Experience

• Analytical and decision-making skills
• Coaching and development of individuals/ team
• Managing multiple priorities and Key Performance Indicators (KPI) in a fast-paced work environment
• Building strong relationships and influencing decisions
• Understand People Management & Leadership
• Advanced computers 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
• Must demonstrate a strong sense of customer focus
• Excellent verbal and written communication skills

PERSON SPECIFICATION

• A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
• Higher educational qualifications to 'A' level/HNC/D or degree would be beneficial or equivalent.
• Committed to service delivery excellence
• Honest and Reliable
• Confidential and discrete approach
• Calm manner and able to work under pressure dealing with conflicting priorities
• Self-motivated and systematic
• Results/task orientated
• Attention to detail and accuracy
• Excellent time management and organisational skills
• Commitment to continuous improvement
• Confident
• Ability to work as part of team and individually

Service line:
GWS Segment