Customer Service Manager

2 months ago

New Milton Hampshire, United Kingdom FirstPort (UK) Full time €35,000

Hours: Monday to Friday – 9am to 5pm
Leading, coaching and motivating a team of Property Service Specialists to deliver outstanding performance in all areas of the department.
· Ensuring the team provide first class customer service putting customers at the heart of what we do and delivering a positive customer experience that results in a First Time Resolution wherever possible.
· Role modelling high levels of customer service and professionalism at all times.

Direct involvement in the recruitment, selection, induction and ongoing skills development to attract and retain the best talent
Coaching & providing support to the leadership team through consistent team activities, 121’s and personal development reviews
Line management responsibility for direct reports
Ensure performance metrics are consistently achieved, and appropriate actions taken to address any shortfall
Proactively monitor and react to workload and workflow to ensure the delivery of agreed service standards, productivity and KPIs
Provide senior support to the wider customer teams to deliver a high standard of delivery and performance
Manage case escalations within agreed timescales and in a professional, manner, actively reducing escalation through real time coaching and development
Provide a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times
Update and review department processes and training materials in order to improve efficiencies and enhance the customer experience
Adoption of all company processes and procedures to ensure consistent levels of people management
Creating a positive, diverse environment, driving engagement and development across Customer Experience

Previous leadership experience in a multi-channel customer service / service excellence role
Driving continuous development and improvement within your own areas of responsibility and for yourself
Ability to utilise data to drive performance
Seeking out opportunities by understanding root cause analysis
Confident, optimistic, articulate communicator – both orally and in writing; FirstPort is the UK’s leading property management company, caring for our customers’ homes across England, Wales, and Scotland. With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies.
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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