1,246 Helpdesk Supervisor jobs in the United Kingdom
OOH Helpdesk Supervisor (Part Time)
Posted 16 days ago
Job Viewed
Job Description
Job ID
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)
Technical Customer Support
Posted 15 days ago
Job Viewed
Job Description
Our client, a pioneering force in the construction technology sector, is offering an incredible opportunity for individuals passionate about making a tangible impact. Known for their innovative approach, this company leverages advanced AI technology to transform digital waste into speed and profitability, earning trust from industry leaders like Parsons and Ferrovial. They are committed to fostering professional growth by collaborating with Adoption Specialists and internal teams, along with facilitating training sessions to keep team members updated on product enhancements.
Benefits:
- Enjoy a hybrid work environment with two days a week in the London office, providing the flexibility to balance personal and professional commitments effectively.
- Be part of an innovative company that is trusted by industry giants, providing a rich environment for professional growth.
- Enhance your analytical and communication skills while gaining valuable knowledge in construction software.
Role Responsibilities:
- Deliver responsive and effective support across multiple channels, contributing to the company's commitment to excellence and building trust with each customer interaction.
- Collaborate with global customers, providing essential connections and facilitating dynamic growth opportunities in customer support functions.
- Work alongside Adoption Specialists and internal teams to stay updated on product enhancements and facilitate training sessions.
Requirements:
- Bachelor's degree or equivalent experience in a relevant field is preferred, offering you a strong foundation to excel in the role.
- Proven experience in customer support, service, or satisfaction roles provides an opportunity to demonstrate your skills.
- Strong analytical, problem-solving, and communication skills enable you to effectively troubleshoot issues and engage various audiences.
- Efficient organizational and time-management skills allow you to prioritize tasks effectively in a hybrid work environment.
- Knowledge of construction software or similar digital solutions is a plus, enabling you to further enhance your expertise.
Technical Customer Support
Posted 15 days ago
Job Viewed
Job Description
Our client, a pioneering force in the construction technology sector, is offering an incredible opportunity for individuals passionate about making a tangible impact. Known for their innovative approach, this company leverages advanced AI technology to transform digital waste into speed and profitability, earning trust from industry leaders like Parsons and Ferrovial. They are committed to fostering professional growth by collaborating with Adoption Specialists and internal teams, along with facilitating training sessions to keep team members updated on product enhancements.
Benefits:
- Enjoy a hybrid work environment with two days a week in the London office, providing the flexibility to balance personal and professional commitments effectively.
- Be part of an innovative company that is trusted by industry giants, providing a rich environment for professional growth.
- Enhance your analytical and communication skills while gaining valuable knowledge in construction software.
Role Responsibilities:
- Deliver responsive and effective support across multiple channels, contributing to the company's commitment to excellence and building trust with each customer interaction.
- Collaborate with global customers, providing essential connections and facilitating dynamic growth opportunities in customer support functions.
- Work alongside Adoption Specialists and internal teams to stay updated on product enhancements and facilitate training sessions.
Requirements:
- Bachelor's degree or equivalent experience in a relevant field is preferred, offering you a strong foundation to excel in the role.
- Proven experience in customer support, service, or satisfaction roles provides an opportunity to demonstrate your skills.
- Strong analytical, problem-solving, and communication skills enable you to effectively troubleshoot issues and engage various audiences.
- Efficient organizational and time-management skills allow you to prioritize tasks effectively in a hybrid work environment.
- Knowledge of construction software or similar digital solutions is a plus, enabling you to further enhance your expertise.
Customer Support
Posted 15 days ago
Job Viewed
Job Description
- Should have French Language skills (prefer native speaker if possible OR C level expertise) li>Must have technical background (working in IT or similar and having exp supporting customers)
- Daily work involves support over phone & Email
- Prior customer support experience is required
- French + English language check would be done in interview
Customer Support
Posted 15 days ago
Job Viewed
Job Description
Job Description:
An Accounts Management team member will be responsible for the following scope of work within the Accounts Management & Provisioning team.
- Provide Customer First service and support for all account related issues.
- Use of IT Service Management tools to track and record customer incidents and requests.
- Apply excellent written, digital, and oral communication skills.
- Work on antech forward customer support team assisting users both local and remote.
- Liaising with IT engineers to maintain identity management and security throughout the user account lifecycle.
- Monitor and prioritize work from multiple intake vectors, including but not limited too, Chat, Tickets, DMs.
- Create and document routine IT processes and procedures in accordance with our knowledge management process.
- Troubleshoot account management issues in accordance with Identity & Accounts Management (IAM) policies.
- Act as a point of contact / escalation group to the IT Support team for all issues related to IAM.
- Troubleshooting customer issues within account / access systems such as Okta, SailPoint and MFA tools.
- 2-3 years experience
Customer Support
Posted 15 days ago
Job Viewed
Job Description
- Experience in a customer-facing role (mandatory); li>Experience with SaaS (Software as a Service) solutions is a plus (not mandatory) ;
- Experience with CRM & ERP systems - Salesforce and SAP would be preferred (not mandatory) ;
- Strong communication and listening skills;
- Well-developed time management and prioritization skills;
- Structured “can-do” approach to open matters and tasks in a demanding environment;
Willingness to develop while identifying opportunities over self-reflection.
Customer Support
Posted 10 days ago
Job Viewed
Job Description
Customer Service / Technical Support
Full Time Permanent Monday to Friday
25,260
Hybrid / 3 days in office
Job Responsibilities:
- Handle customer queries via phone, email, and live chat.
- Place customer orders using mapping tools.
- Monitor internal systems relevant to the role.
- Assist other departments, such as sales and consultancy teams, with queries as needed.
- Recommend suitable products and services to our customers.
- Leverage internal expertise to coordinate the handling of complex enquiries, ensuring timely resolution to customer satisfaction.
Required Skills & Qualifications:
- Proficiency in Google Drive (Gmail, Docs, Sheets, Slides).
- CRM experience is preferred but not essential.
- Excellent written and verbal communication skills.
- A methodical and logical approach to problem-solving.
- Ability to work autonomously and as part of a team.
- High level of accuracy and attention to detail.
- Basic understanding of GIS is preferred but not essential.
- Strong customer service skills.
- Experience in 1st Line Support is advantageous.
Join Us!
If you have a passion for delivering exceptional customer service and are eager to learn and grow within a dynamic team, we want to hear from you!
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
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Customer Support
Posted 15 days ago
Job Viewed
Job Description
Our client is looking for a bright, inquisitive, go-getter to join a super friendly team based near Reading station.
You will be working with the inbound call team for this award wining Insurance business, offering outstanding customer service to policyholders and Financial Advisors resolving queries via phone, email, webchat and post.
You should have:
A customer first mindset and strong communication skills
Positivity, energy, and the ability to manage your own workload.
Team spirit and resilience when dealing with challenging queries.
Experience in customer service.
Our client will offer
There will be full in-depth training plus personal development is key to this organisation and there is a strong progression route.
Outstanding benefits, Hybrid working 3 days in the office and 2 working from home - if you prefer it can be 5 days in the office but not remote.
This role would suit entry level applicants as well as those with more experience as long as you are keen and enthusiastic to do a great job.
Apply today for this career role
Customer Support
Posted 15 days ago
Job Viewed
Job Description
- Experience in a customer-facing role (mandatory); li>Experience with SaaS (Software as a Service) solutions is a plus (not mandatory) ;
- Experience with CRM & ERP systems - Salesforce and SAP would be preferred (not mandatory) ;
- Strong communication and listening skills;
- Well-developed time management and prioritization skills;
- Structured “can-do” approach to open matters and tasks in a demanding environment;
Willingness to develop while identifying opportunities over self-reflection.
Customer Support
Posted 15 days ago
Job Viewed
Job Description
- Should have French Language skills (prefer native speaker if possible OR C level expertise) li>Must have technical background (working in IT or similar and having exp supporting customers)
- Daily work involves support over phone & Email
- Prior customer support experience is required
- French + English language check would be done in interview