Helpdesk and Contract Support
CBRE Local UK
Nottingham, GB
Company Profile \n\nCBRE 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. \n\nJob Title: Helpdesk Coordinator & Contract Support\n \nCBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Coordinator to join the team located in Nottingham.\n \nAs a Helpdesk Coordinator, you will responsible for providing exceptional customer service and business support in order to contribute to the continued growth and success of the Business.\n \nQuality\n \n Manage CAFM system as key user on site including PPM records, reactives and reporting.\n \n Answer calls/email for the business in a timely fashion\n \n Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.\n \n Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment\n \n Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.\n \n Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.\n \n Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.\n\nPeople & Development\n \n Promote and maintain CBRE culture.\n \n Collate and process timesheets and expenses weekly in absence of Contract Support.\n \n Communicate effectively and build/maintain relationships at all levels with internal and external customers.\n \n Attend and participate in any relevant training courses.\n\nContract:\n \n Alongside Contract Support assist with the monthly customer report.\n \n Provide comprehensive reports relating to all jobs raised through the CAFM system.\n \n Analysis and comprehension of reports relating to CAFM system.\n \n Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.\n \n Logging hazards & customer feedback on the QHSE Management Portal\n \n Perform any other duties or responsibilities as requested by the CM or Management Team.\n\nFinance:\n \n Understand procedures and processes and operate them to the required standard.\n Examples of these are:\n \n1. Obtaining supplier quotes and uploading onto the internal system for client approval.\n \n2. Arranging agency cover & submitting hours on portal.\n \n Updating the CBRE Performance Portal as and when required.\n \n Be a financial and operational systems champion. Suggest efforts to put in place cost-saving opportunities to maximise customer and financial savings targets.\n Coordinate and onboard vendors for reactive and planned works and manage sub-contractor paperwork.\n\nReview processed invoices and ensure accurate cost centre coding. Coordinate the billing application, calculating margins, raising invoices, and submitting to clients. Work closely with site teams and head office, ensuring accurate processing of quotations and purchase orders.\nReview and approve maintenance billing invoices and projects as per contracted agreements. Ensure consistent delivery of core operational and financial outputs on the account.\nRespond to inquiries on financial reports for Accounts Receivable, Payable, and open POs.\nDeliver monthly reporting support on Contract and Business Unit Reviews.\nAssist in ensuring compliance with Health & Safety requirements, including HSE reporting and promoting a safe work environment. Maintain QHSE documentation and ensure it is available using company systems.\nGather and analyse data to identify and solve complex problems that arise with little or no precedent. May recommend new techniques.\nImpact own team and other teams whose work activities are closely related.\nSuggest improvements to existing processes and solutions to improve the efficiency of the team.\nPerson Specification:\n \n Organised - Works in a structured way. Thinks ahead to prioritise workload\n \n Logical - Works in a clear and consistent manner\n \n Attention to detail - Thorough in carrying out a task, with a high degree of accuracy\n \n Assertiveness - Confident, effective in putting across point of view to others\n \n Persistence - Follows through to resolution\n \n Customer and team focus - Puts customer and team needs first; always considers impact of their actions