Customer Service Representative

5 days ago

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

Location: Luton - Hybrid

Hours: Monday to Friday – 9am to 5pm

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

The Job Role

We are seeking a Customer Service Specialist to join our team, providing exceptional customer service and support to our residents and internal departments. As a key member of our Customer Excellence Team, you will be responsible for delivering a frictionless experience for our customers, ensuring timely and expert advice through all communication channels.

Main Responsibilities
  • Provide 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 necessary
  • Closely liaise with Property Managers to ensure customer and development issues are resolved promptly
  • Ensure all customer and colleague interactions are managed in accordance with service level targets and quality standards
  • Closely liaise with Contractors and Suppliers to maintain open dialogue and ensure all correspondence and queries are responded to appropriately
  • Accurately categorize 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 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 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

We are looking for a candidate with:

  • Demonstrable experience of delivering exceptional customer service
  • Confident, articulate communication skills, both orally and in writing, 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, and 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
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.

We are 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 are committed to promoting diversity at FirstPort and recruit on merit. We are an inclusive employer that prides itself in being so diverse.

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