Customer Service Representative

14 hours ago

New Milton, Hampshire, 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 residents and stakeholders.

Main Responsibilities:

  • Provide timely and expert advice to customers through various communication channels, including calls, emails, and web chat.
  • Work closely with Property Managers to ensure customer and development issues are resolved promptly and efficiently.
  • Manage customer queries and issues through to completion, ensuring a seamless hand-off where necessary.
  • Ensure all customer interactions are managed in accordance with service level targets and quality standards.
  • Closely liaise with contractors and suppliers to ensure open dialogue and timely resolution of issues.
  • Accurately categorize all contact to enable the delivery of insights and identify opportunities for service improvements.
  • Communicate with teams to update on important information and support customer queries.
  • Raise maintenance orders and liaise with contractors as necessary.
  • Manage and document customer requests efficiently, including 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 and articulate communicator, able 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 to deal 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. We work 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 and ensuring we put our people first.

The benefits of working with us include free parking, free fruit, discounted gym membership, a true work-life balance, and the opportunity for growth and progression.

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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