Customer Service Director

4 days ago

New Milton, Hampshire, United Kingdom FirstPort (UK) Full time
Job Role: Customer Excellence Manager

Location: New Milton

Hours: Monday to Friday – 9am to 5pm

Salary: up to £35k per annum plus benefits

The Job Role

As a Customer Excellence Manager, you will contribute to our vision by delivering a seamless experience whereby customers can effortlessly connect with us through a channel of their choice and expect a First Contact Resolution:

• Leading, coaching, and motivating a team of Property Service Specialists to deliver outstanding performance in all areas of the department.

• Ensuring the team provides 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.

This role reports to the Head of Customer Excellence and has up to 20 reports.

Main Responsibilities

  • Direct involvement in the recruitment, selection, induction, and ongoing skills development to attract and retain the best talent.
  • Coaching and providing support to the leadership team through consistent team activities, 121's, and personal development reviews.
  • Line management responsibility for direct reports.
  • Ensuring performance metrics are consistently achieved, and appropriate actions taken to address any shortfall.
  • Facilitating a culture of open and honest 2-way communication to develop a highly engaged team.
  • Ensuring all relevant information is cascaded to the team in a timely fashion and that regular team huddles take place.
  • Continually reviewing and developing processes to reduce effort and optimise efficiency.
  • Proactively monitoring and reacting to workload and workflow to ensure the delivery of agreed service standards, productivity, and KPIs.
  • Providing senior support to the wider customer teams to deliver a high standard of delivery and performance.
  • Managing case escalations within agreed timescales and in a professional manner, actively reducing escalation through real-time coaching and development.
  • Providing a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times.
  • Ensuring adherence to colleague standards, including uniform, time-keeping, and general conduct.
  • Updating and reviewing department processes and training materials to improve efficiencies and enhance the customer experience.
  • Working closely with all internal departments to identify and fix issues.
  • A adoption of all company processes and procedures to ensure consistent levels of people management.
  • Developing a continuous improvement culture to identify root cause of failures and propose improvement.
  • Accountable for managing costs within area of responsibility to agreed budgets.
  • Empowering teams to take ownership and encourage feedback to improve processes.
  • Creating a positive, diverse environment, driving engagement and development across Customer Experience.

Skills and Experience

  • Previous leadership experience in a multi-channel customer service/service excellence role.
  • Strong customer and employee focus.
  • Driving continuous development and improvement within your own areas of responsibility and for yourself.
  • Ability to utilise data to drive performance.
  • Excellent stakeholder engagement.
  • Excellent organisation and administration skills.
  • Seeking out opportunities by understanding root cause analysis.
  • Confident, optimistic, articulate communicator – both orally and in writing; able to build influential and engaging relationships with all colleagues, from site-based colleagues to directors to stakeholders.

About Us

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.

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