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Customer Service Representative

2 months ago

Luton, Luton, United Kingdom FirstPort (UK) Full time
Job Title: Customer Service Specialist

Job Summary:

We are seeking a highly skilled Customer Service Specialist to join our team at FirstPort (UK). As a key member of our Customer Excellence Team, you will be responsible for delivering exceptional customer service to our clients, providing timely and expert advice through various communication channels.

Main Responsibilities:

  • Provide professional and efficient support to internal departments, specifically Property Managers, in line with agreed guidelines and standards.
  • Handle all inbound customer contact to achieve a first contact resolution wherever possible, and own customer queries through to completion.
  • Closely liaise with Property Managers to ensure customer and development issues are resolved 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.
  • Communicate with teams to update on important information and support customer queries.
  • Raise maintenance orders and liaise with contractors as appropriate, including annual contract tendering and resolution of invoice queries.
  • Manage and document customer requests efficiently for the supply of keys, fobs, and permits.
  • Ensure all customer information is handled confidentially and in line with GDPR.

Requirements:

  • Demonstrable experience of delivering exceptional customer service.
  • Confident, articulate communicator with the ability to build relationships with customers and clients.
  • 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, and able to prioritize and manage time effectively.
  • Excellent IT skills, social-media awareness, and up-to-date with new technology.

About FirstPort (UK):

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.

Why Choose Us:

By joining FirstPort, 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.

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, and if successful, we'll be in touch to arrange a short telephone interview and subsequent interviews with the hiring manager.