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Complaint Handler

3 months ago

Luton, Luton, United Kingdom FirstPort (UK) Full time

Job role: Complaint Handler

Location: Luton

Hours: Monday- Friday 9am-5pm

Salary: £22,400 per annum

Overview of the Role

As the Customer Advocate, you play a key role in contributing to our goal of becoming the preferred property manager in the UK by:

  • Handling customer complaints with a positive and proactive approach, working collaboratively with colleagues to find effective solutions
  • Providing professional and timely assistance to customers, aiming to resolve issues within 48 hours and maintaining ongoing communication
  • Collaborating with the Customer Support Team to develop strategies for enhancing services and preventing recurring issues, fostering a culture of continuous enhancement

Reporting Structure

This position directly reports to the Customer Support Manager.

Requirements

We seek individuals with a proven track record in implementing successful service recovery strategies within a fast-paced, regulated environment. Strong communication skills, both verbal and written, are essential, along with the ability to build rapport across various departments.

Prior experience in managing complaints through social media and live chat, as well as familiarity with Salesforce applications, is advantageous.

About the Company

FirstPort stands as a prominent property management firm in the UK, dedicated to maintaining and enhancing residential properties throughout England, Wales, and Scotland. With decades of experience and a large workforce, we engage with developers, investors, freeholders, and numerous Resident Management Companies.

Being associated with respected industry bodies such as ARMA, ARHM, PMAS, and holding accolades like a Five Star Rating from the British Safety Council, Safe Agent accreditation, and membership with The Property Ombudsman sets us apart.

Why Join Us?

When you join us, you enter a team of professionals committed to top-tier customer service and prioritizing employee well-being.

Benefits of working with us may include perks like free parking, complimentary fruit, discounted gym access, a healthy work-life balance, growth opportunities, and more. Additionally, we offer exclusive discounts to support your financial well-being, future security, and health.

We champion diversity at FirstPort, emphasizing merit-based recruitment and fostering an inclusive workplace.

What's the Next Step?

To apply for this position, you'll need to upload your CV and respond to a few queries as part of the initial screening process.

Our recruitment team, in coordination with hiring managers, will evaluate your application. You will receive feedback if unsuccessful. Candidates meeting the requirements will proceed to a brief phone interview and potential in-person discussions with the hiring team.