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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Specialist. As a key member of our Property Management team, you will be responsible for delivering exceptional customer service and support to our residents and internal stakeholders.
Main Responsibilities- Provide timely and expert advice to customers through various communication channels, ensuring a first contact resolution wherever possible.
- Own customer queries through to completion, ensuring a seamless hand-off when necessary.
- Liaise closely with Property Managers to ensure customer and development issues are resolved promptly, with courteous and helpful responses provided to customers and colleagues.
- Manage customer and colleague interactions in accordance with service level targets and quality standards.
- Liaise with Contractors and Suppliers to maintain open dialogue, provide complete information, and respond to correspondence and queries appropriately.
- Categorize all contact to enable the delivery of insights on friction points and opportunities for service improvements.
- Communicate with teams, updating on important information on live events to support customer queries.
- Raise maintenance orders and liaise with contractors as necessary, including annual contract tendering and resolution of invoice queries.
- Ensure internal databases are updated accurately and regularly, including relevant documentation.
- Manage and document customer requests for keys, fobs, and permits efficiently.
- 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.
- Demonstrable experience of delivering exceptional customer service.
- Confident, articulate communicator, able to build relationships with customers and clients with a resolution-focused mentality.
- 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 prioritize 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.
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.
We are committed to promoting diversity at FirstPort and recruit on merit. We are an inclusive employer that prides itself in being so diverse.
