Customer Service Director

4 days ago

New Milton, Hampshire, United Kingdom FirstPort (UK) Full time £35,000
Job Description

Job Title: Customer Service Director

Job Summary:

We are seeking an experienced Customer Service Director to lead our team of Property Service Specialists in delivering outstanding performance in all areas of the department. As a key member of our leadership team, you will be responsible for 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.

Key Responsibilities:

  • Lead, coach, and motivate a team of Property Service Specialists to deliver outstanding performance in all areas of the department.
  • Ensure 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 model high levels of customer service and professionalism at all times.
  • Direct involvement in the recruitment, selection, induction, and ongoing skills development to attract and retain the best talent.
  • Coach and provide support to the leadership team through consistent team activities, 121's, and personal development reviews.
  • Line management responsibility for direct reports.
  • Ensure performance metrics are consistently achieved, and appropriate actions taken to address any shortfall.
  • Proactively monitor and react to workload and workflow to ensure the delivery of agreed service standards, productivity, and KPIs.
  • Provide senior support to the wider customer teams to deliver a high standard of delivery and performance.
  • Manage case escalations within agreed timescales and in a professional manner, actively reducing escalation through real-time coaching and development.
  • Provide a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times.
  • Update and review department processes and training materials in order to improve efficiencies and enhance the customer experience.
  • Adoption of all company processes and procedures to ensure consistent levels of people management.
  • Creating a positive, diverse environment, driving engagement and development across Customer Experience.

Requirements:

  • Previous leadership experience in a multi-channel customer service/service excellence role.
  • Driving continuous development and improvement within your own areas of responsibility and for yourself.
  • Ability to utilize data to drive performance.
  • Seeking out opportunities by understanding root cause analysis.
  • Confident, optimistic, articulate communicator – both orally and in writing.

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). We are committed to promoting diversity at FirstPort and recruit on merit.

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