Helpdesk Supervisor

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 Supervisor
Role Overview
The main feature of this role will be to provide exceptional customer service and ensure effective operation of the site wide helpdesk. To offer support to the CBRE managerial staff on site and provide administrative support to the contract, maintaining concise records and details of CBRE and client information. The role will require close liaison with the engineers, office team, site team and client. Including various ad-hoc duties.
This role will form part of the CBRE UCLH team who provide first line support for all reactive calls reported by the NHS Trust and staff on site. CBRE provide 24/7 service delivery support for the hospitals.
The working days for this role will be Monday - Friday 8am - 5pm, based in our central London office near Tottenham Court Road.
The Helpdesk Supervisor is the primary point of contact for our clients, responsible for receiving, logging, and coordinating service requests. You will manage incoming communications via phone, email, and portal, ensuring that all tasks are accurately recorded and directed to the appropriate teams. Your goal is to provide a responsive, professional service that keeps operations running smoothly.
Key Responsibilities
Requirements
Proven experience in a helpdesk, customer service, or administrative supervisory role.
Strong leadership skills, with the ability to mentor team members and manage complex client inquiries professionally.
Advanced proficiency with Microsoft Office Suite, particularly Excel for data analysis and reporting.
Demonstrated ability to multitask, delegate, and prioritise workload in a high-volume environment.
Exceptional attention to detail and a commitment to data integrity.
Experience using Computer-Aided Facility Management (CAFM) or CMMS software is required.
Ability to work in a fast-paced environment and meet strict deadlines while maintaining team standards.

What We Offer

• Competitive salary and benefits package.
• Opportunities for career progression and internal training.
• A collaborative work environment within a leading facility management team.

PERSON SPECIFICATION
Education

• Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.

Training

• Proficient in the use of MS Office applications. Excel skills to include basic functions, v-lookups, etc.
• Experience of using CAFM systems (eg Dynamics, Concept, Maximo).

Experience

• Experience of a similar customer facing role in a medium-sized business.
• Experience of working within an NHS or Healthcare environment would be advantageous.
• Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.

Aptitudes

• Excellent command of the English language demonstrated through good verbal and written communication.
• Must be detail conscious, accurate and methodical in approach.
• Strong organisational and communication skills
• Able to work systematically and use own initiative.
• Able to work on more than one task at any given time.
• Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.

Character

• Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the office.
• Reliable, able to complete work within required time frame and manage own deadline requirements.
• Calm manner able to work under pressure and against rapidly changing demands and priorities.
• Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.

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