Helpdesk Supervisor

4 days ago

Leeds, United Kingdom CBRE Full time

This position will be based in our CBRE Gateway Office in Leeds and, have the option to work from home two days a week.

The successful applicant will be 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.

You will deliver 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**
- 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.
- 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.

**Experience**
- Contact Centre, Helpdesk, Service Centre Team Leader or Supervisor experience
- 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
- Managing multiple priorities and Key Performance Indicators (KPI)
- Excellent communication (verbal & written) skills at all levels
- A basic understanding of business and customer-facing environments.
- Understands the requirements of operating in a contract environment

**Job Types**: Full-time, Permanent

**Salary**: £31,000.00-£35,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Leeds, LS9 8DZ: reliably commute or plan to relocate before starting work (required)

**Experience**:

- People Management: 5 years (preferred)
- Helpdesk Support: 5 years (required)
- Customer Service: 5 years (preferred)

Work Location: Hybrid remote in Leeds, LS9 8DZ

Reference ID: 20816

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