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Customer Service Specialist
2 months ago
We are seeking a highly skilled and experienced Customer Service Specialist to join our team at FirstPort (UK). As a key member of our Property Management department, you will be responsible for delivering exceptional customer service to our clients and stakeholders.
Key Responsibilities- Provide timely and expert advice to customers through various communication channels, ensuring a frictionless experience and First Contact Resolution.
- Support internal departments, specifically Property Managers, in line with agreed guidelines and standards.
- 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.
- Communicate with teams, updating on a regular basis with important information on live events to successfully support customer queries.
- Raise maintenance orders and liaise with contractors as appropriate in relation to work required on a development, including annual contract tendering and resolution of invoice queries.
- Ensure internal databases are updated accurately and regularly, including any relevant documentation to be saved within the appropriate areas.
- Take credit/debit card payments, ensuring all details are correct, secure, and handled confidentially, according to company policy.
- Demonstrable experience of delivering an exceptional customer service.
- Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customers and clients with a resolution-focused mentality, creative in your approach.
- Efficient in maintaining administration and record keeping electronically.
- 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. 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). We are committed to promoting diversity and recruit on merit.
