Client Relations Associate

3 weeks ago

Exeter, Devon, United Kingdom FirstPort (UK) Full time £22,000

Job Title: Client Relations Associate

Location: Exeter

Working Hours: Monday to Friday, 9am to 5pm

Compensation: Starting from £22,000 per annum

Role Overview

As a Client Relations Associate, you will play a vital role in our mission to become the UK's preferred property management service by:

  • Serving as the initial point of contact for our clients, delivering exceptional communication and comprehensive information to ensure a supportive, empathetic, and knowledgeable experience aligned with our core values.
  • Offering professional and effective customer support to all internal teams and service providers.
  • Striving for first-contact resolutions while actively promoting our service offerings, representing the forefront of our brand.

This position reports to the Client Relations Team Leader and involves collaboration within a team of up to 14 members.

Key Responsibilities

  • Manage incoming client inquiries in accordance with departmental service targets, adopting a first-contact resolution approach to provide timely responses and resolve client issues to completion when feasible.
  • Ensure that written communications are processed and replies are issued in line with service level expectations and quality benchmarks.
  • Collaborate closely with Property Managers to ensure client and property-related issues are addressed promptly, providing courteous and helpful responses to both clients and colleagues.
  • Maintain open communication with Contractors and Suppliers, ensuring comprehensive information is shared and all correspondence is addressed appropriately.
  • Regularly update teams with critical information regarding ongoing events to effectively support client inquiries.
  • Initiate maintenance requests and coordinate with contractors regarding necessary work on properties, including managing annual contract tenders and resolving invoice discrepancies.
  • Accurately and regularly update internal databases, ensuring relevant documentation is appropriately filed.
  • Efficiently manage and document client requests for keys, fobs, and permits.
  • Process credit/debit card transactions securely, ensuring all details are handled confidentially and in accordance with company policy.
  • Safeguard all client information in compliance with GDPR regulations.

About Us

FirstPort is the leading property management firm in the UK, dedicated to caring for our clients' homes across England, Wales, and Scotland. With over 40 years of experience and a workforce exceeding 3,100, FirstPort collaborates with developers, investors, freeholders, and over 1,600 Resident Management Companies.

We are proud members of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and the Property Managers Association Scotland (PMAS). Additionally, we hold a Five Star Rating from the British Safety Council, are accredited Safe Agents, and are affiliated with The Property Ombudsman.

Why Join Us?

By becoming part of our team, you will work alongside industry experts committed to delivering the highest standards of client service while prioritizing our employees' well-being.

Our benefits package includes free parking, complimentary fruit, discounted gym memberships, a genuine work-life balance, and opportunities for career advancement. Alongside core benefits, we offer a variety of exclusive discounts to help you and your family maximize your financial resources, secure your future, and maintain your health.

We are dedicated to fostering diversity at FirstPort and recruit based on merit. We take pride in being an inclusive employer that values diversity.

Next Steps

To begin your application for this position, please upload your CV and respond to a few preliminary questions.

Our recruitment team will collaborate with hiring managers to review your CV. If you are not selected, you will be notified. If you meet the role's criteria, we will reach out to arrange a brief telephone interview, and shortlisted candidates will be invited for interviews with the hiring manager.

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