Overview
Location: Leeds. As a Helpdesk Coordinator, you will play a key role in ensuring smooth day-to-day operations by managing reactive and planned maintenance tasks, supporting on-site teams, and delivering a high-quality service to our clients. This is a customer-facing role that requires strong communication skills, attention to detail, and the ability to prioritise effectively.
Key Responsibilities
* Customer Service & Helpdesk Management
o Act as the first point of contact for incoming calls and emails, ensuring timely and professional responses.
o Manage the CAFM system, ensuring all PPM and reactive tasks are accurately logged and assigned.
o Allocate priorities and engineers to reactive tasks, maintaining clear communication throughout the job lifecycle.
o Apply “Right First Time” principles wherever possible to resolve queries without escalation.
* Quality & Performance
o Liaise daily with the Lead Engineer and Operations Manager to maintain service standards.
o Support the review of subcontractor performance and provide feedback via systems such as Ariba.
o Identify opportunities for innovation and continuous improvement across the contract.
* Reporting & Administration
o Assist with monthly customer reporting and produce CAFM-related job reports.
o Update client-specific metrics and forecasting models when required.
o Log hazards and customer feedback into the QHSE Management Portal.
o Process timesheets and expenses in the absence of the Contract Support team.
* Finance & Compliance
o Obtain supplier quotes and process them for client approval.
o Arrange agency cover and submit hours via the appropriate portal.
o Maintain updates in the CBRE Performance Portal.
About You
* Organised – able to structure workload and stay ahead of deadlines.
* Logical – works methodically and consistently.
* Detail-oriented – ensures accuracy in all tasks.
* Assertive & confident – able to communicate clearly and effectively.
* Persistent – sees tasks through to successful completion.
* Customer-focused – prioritises customer and team needs at all times.
Why Join CBRE?
At CBRE, you’ll be part of a culture that values collaboration, innovation, and professional growth. You will have access to industry-leading training and development opportunities, along with the support of a global network of experts.
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