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Customer Service Specialist

2 months ago

Luton, United Kingdom FirstPort Full time

Job role: Customer Service Specialist (Property Management)

Location: Luton - Hybrid

Hours: Monday to Friday – 9am to 5pm

Salary: up to £23,571 per annum plus benefits


The Job Role

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.

The purpose of this role is to:

  • 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.

This role reports to one of our Customer Excellence Team Leaders, working within a team of up to 14 colleagues and provides scope for progression to a Property Manager.

Internally this role will be called a Property Services Specialist.


Main Responsibilities

  • Professional handling of all inbound customer contact to achieve a first contact resolution wherever possible
  • Own customer queries through to completion ensuring a seamless hand-off, where this is not possible.
  • 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
  • Manage and document customer requests efficiently for the supply of keys, fobs and permits
  • Take credit/debit card payments ensuring all details are correct, secure and handled confidentially, according to company policy
  • Ensure all customer information is handled confidentially and in line with GDPR


Skills and Experience

· 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.

· Able to work with autonomy and as part of a wider team

· Efficient in maintaining administration and record keeping electronically

· Demonstrable ability dealing with problems and challenges effectively.

· Good knowledge of Health and Safety regulations.

· Ability to work under pressure resilient, able to prioritise and manage time effectively.

· Excellent IT skills, social-media awareness and up to date with new technology.

· Property Management Experience desired but not essential as full training will be provided


Who are we?

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). As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman.


Why choose us?

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. We are an inclusive employer that prides itself in being so diverse.


What’s next?

To start your application for this role we will ask you to upload your CV and answer a few questions.

Our recruiters will work with our managers to review your CV. If unsuccessful you will be notified. 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.