OOH Helpdesk Supervisor (Part Time) Job ID 235171 Posted 29-Aug-2025 Service line GWS Segment Role type Part-time Areas of Interest Facilities Management Location(s) Leeds - England - United Kingdom of Great Britain and Northern Ireland **Job Purpose** Accountable for the effective Helpdesk operations: + Responsible for the efficient performance and service of a Helpdesk operation + Coach and support Helpdesk Team Leads in managing their Helpdesk Advisor teams and Contract Support, ensuring service delivery aligns with contractual SLAs. + Deliver a ‘One Team’ approach through consistent process delivery, training, education, and upskilling. + Conduct continuous Training Needs Analysis to develop and execute a plan that supports world-class customer service. + Ensure high standards in service delivery through monitoring and control frameworks and asses quality of the service delivery. + Embed a coaching culture within the team to maintain quality service. **Role summary** **Responsibilities:** + **Relationship Management:** Promote, develop, and maintain strong relationships across the Account, fostering a ‘One Team’ approach. + **Primary Interface:** Serve as the main point of contact for customers and staff within the Helpdesk Team. + **Escalation Point:** Act as an owner of escalations and escalation management for account or customer queries and complaints. + **Helpdesk Performance:** Oversee the collective performance of the Helpdesk, ensuring teams provide prompt and efficient service and a high standard of customer service in all customer and 3 rd party interactions. + **Reporting and Insight:** Provide performance and quality reports and insights and supporting commentary on performance context, risk and mitigations + **Weekly Reporting:** Provide weekly reports to contracts for their review packs + **Quality Operating Model (QOM):** Ensure the provision and fulfilment of a Quality Operating Model which includes attaining competency through recruitment and training, and retaining competence via embedding and checking knowledge and skill standards + **Resource Scheduling:** Effectively schedule existing resources to meet SLAs and support forecasting additional resources against projected demand. + **Billing Processes:** Support all account billing processes and manage these in the absence of the manager. + **Overtime Management:** Implement effective controls and reporting for overtime provision. + **Training Needs Analysis:** Understand the training needs of the Helpdesk teams to ensure all staff have access to relevant training. + **Communication:** Ensure methods of communication are effective and support the flow of information between all roles re new updates requirements and effective feedback loops + **Coaching and Mentoring:** Coach and mentor Helpdesk Leads to successfully manage and develop Helpdesk Advisors. + **Team Engagement:** Maintain high levels of team engagement through professional, open, and honest feedback, and support strategic engagement plans. + **Process Roll-out:** Support the Management Team and wider business in rolling out agreed processes, incorporating necessary changes in duties, methods, working hours, and procedures. + **Process Improvement:** Identify opportunities to enhance service or address issues and inefficiencies in current process + **Operational Efficiency:** Drive continual improvement in areas of operation to maximize efficiency, including processes, procedures, and service to both internal and external customers. + **Customer Satisfaction:** Achieve a high degree of customer satisfaction by embedding a logical and common sense approach within their teams and direct and that issues and information are escalated appropriately + **Meeting Attendance:** Attend or effectively support weekly/monthly meetings with various contracts for collaboration, best practices, and rapport building. + **Health and Safety:** Proactively support a healthy and safe work environment through effective management of incidents and hazards. + **Compliance:** Ensure compliance with all CBRE policies, procedures, and directives. + **Performance Reviews:** Maintain and support 1-2-1 and probation reviews conducted by Leads. + **Coaching and Support :** Evidence effective and supportive coaching methods which support autonomy, ownership and accountability of individuals + **Escalation Management:** Handle escalations and provide necessary feedback/coaching to advisors, ensuring accurate data and processes for good customer service. + **Scheduling:** Maintain rotas, schedule holidays, and oversee overtime and sickness. + **DE&I Promotion:** Promote Diversity, Equity, and Inclusion in the workplace and among the team. + **System Access and Training:** Ensure the Helpdesk has access to the correct CAFM systems and deliver training for individuals on the system and processes linked to their responsibilities. Including nut not limited to documentations of key SOP and processes **Additional Duties:** + **Human Resources Activities:** Review holidays, rota scheduling, and return-to-work processes. + **Billing Assistance:** Assist with Gateway billing. + **Document Creation:** Create documents to ensure all processes have a paper trail. + **Knowledge Bank Updating:** Update the knowledge bank. + **Project Work Distribution:** Distribute project works once accepted. + **Job Logging and Management:** Cover logging jobs, chase breach work orders, and complete jobs, as a business contingency ONLY. + **Priority Call Management:** Manage priority calls and delegate day-to-day tasks in placement of lead. **Person REQUIREMENTS** **Skills:** + Proven experience as a Contact Centre, Helpdesk, or Service Centre Team Leader/Supervisor. + Strong people management and leadership abilities. + Effective team leadership in dynamic and rapidly changing environments. + Customer-focused with a responsive attitude, delivering exceptional service to both internal and external customers. + Advanced proficiency in Microsoft Excel and Word. + Strong analytical and decision-making skills. + Excellent verbal and written communication skills at all levels. **Experience:** + Demonstrated analytical and decision-making capabilities. + Expertise in coaching and developing individuals and teams. + Proficient in managing multiple priorities and Key Performance Indicators (KPIs) in a fast-paced work environment. + Skilled in building strong relationships and influencing decisions. **Aptitude:** + Strong customer focus and commitment to delivering high-quality service. + Excellent verbal and written communication skills. + Self-motivated and systematic approach to work. + Results and task-oriented with a keen attention to detail and accuracy. + Exceptional time management and organizational skills. + Commitment to continuous improvement. + Ability to work effectively both as part of a team and independently. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)