Specialist Services Administrator

2 weeks ago

Luton Bedfordshire, United Kingdom FirstPort (UK) Full time €23,571

Customer Service Specialist (Property Management) Location: Luton - Hybrid
Hours: Monday to Friday – 9am to 5pm
As a Customer Service Specialist, we are looking for customer service professionals with excellent call handling skills that will contribute to our vision delivering a frictionless experience whereby customers can effortlessly connect with us through a channel of their choice and expect a First Contact Resolution.
Provide timely, expert advice to our customers through all communication channels – calls, emails, WhatsApp, web chat etc in line with our company values.

· Provide professional, helpful, and efficient support to internal departments specifically Property Managers in line with agreed guidelines and standards.
Internally this role will be called a Property Services Specialist.

Closely liaise with, update and support our Property Managers in order to ensure customer and development issues deliver resolutions promptly, with courteous and helpful responses provided to customers and colleagues.
Ensure all customer and colleague interactions are managed in accordance with service level targets and quality standards.
Closely liaise with Contractors and Suppliers ensuring any open dialogue is maintained, complete information is provided, and all correspondence and queries are responded to appropriately
Accurate categorisation of all contact to enable the delivery of insights to understand friction points and opportunities for service improvements
Communicate with teams, updating on a regular basis with important information on live events in order to successfully support customer queries
Raise maintenance orders and liaise with contractors as appropriate in relation to work required on a development including annual contract tendering and resolution of invoice queries
Ensure internal databases are updated accurately and regularly, to include any relevant documentation to be saved within the appropriate areas
Take credit/debit card payments ensuring all details are correct, secure and handled confidentially, according to company policy
Demonstrable experience of delivering an exceptional customer service.
· Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customer and clients with a resolution focused mentality, creative in your approach.
· Efficient in maintaining administration and record keeping electronically
· Property Management Experience desired but not essential as full training will be provided

FirstPort is the UK’s leading property management company, caring for our customers’ homes across England, Wales, and Scotland. FirstPort is a member of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS). By joining us, you will work with industry professionals who are committed to providing the highest levels of customer service, as well as ensuring we put our people first.
The benefits of working with us can include free parking, free fruit, discounted gym membership, a true work-life balance and the opportunity of growth and progression. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you, and your family make the most of your money, safeguard your future and look after your health.
We’re committed to promoting diversity at FirstPort and recruit on merit. If you meet the criteria for the role, we’ll be in touch to arrange a short telephone interview, and our shortlist of candidates will be invited to attend interviews with the hiring manager.

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