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Customer Service Director
2 months ago
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 that our customers receive a positive experience that results in a First Time Resolution wherever possible.
Key Responsibilities:
- Lead, coach, and motivate a team of Property Service Specialists to deliver exceptional customer service and achieve outstanding performance metrics.
- Ensure that the team provides first-class customer service, putting customers at the heart of everything we do.
- 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, 121s, and personal development reviews.
- Line management responsibility for direct reports, ensuring that they are equipped to deliver exceptional customer service.
- 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 to improve efficiencies and enhance the customer experience.
- Adopt all company processes and procedures to ensure consistent levels of people management.
- Create 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.
