Complaints Handler

**Job role: Complaints Handler**

**Location: Luton**

**Hours: 35 hours per week Monday-Friday**

**Salary: Starting from £22,400 per annum**

**The job role**

As a Complaint Handler, you will play a pivotal role in ensuring the effective resolution of customer complaints. Your responsibilities will include investigating, addressing, and resolving customer concerns while actively contributing to the development of improvement initiatives. This position requires a strong commitment to customer satisfaction, excellent communication skills, and a proactive approach to identifying and implementing continuous improvement measures.

This role reports to the Customer Relations Team Lead.

**About You**

You'll have demonstrable experience of providing and implementing successful service recovery interventions and considerable customer service experience in a fast-paced, regulated environment.

Excellent communication skills with a high standard of spoken and written English are required for the role, as is the confidence to build relationships across a broad spectrum of departments

FirstPort is the UK’s leading residential property service provider, caring for 290,000 homes in England, Wales and Scotland, across 5,000 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,000 Resident Management Companies.

Main Responsibilities
- Working to the Service Level Agreements set within the FirstPort Service Recovery Process, providing resolutions within 48 hours with the support of colleagues across the business
- Building rapport with customers by treating them as an individual, using strong listening skills to really understand the cause of a customer’s issues
- Showing customers you care, showing empathy throughout and providing a suitable, balanced resolution which meets the customer’s needs and aligns with company expectations
- Building relationships across FirstPort with key stakeholders to enable solid working partnerships that are effective in quickly resolving challenging and complex cases
- Using your voice within the business to bring the customer to life and support improvement projects to prevent re-occurrence of similar problems
- Understanding the part you play in our mission to become the UK’s favourite property manager, leading by example and living the company values at all times

**Who are we?**

FirstPort is the UK’s leading residential property service provider, caring for 330,000 homes in England, Wales and Scotland, across 5,800 developments. With over four decades of experience and 3,300 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies.

FirstPort is 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, it has been awarded the British Safety Council’s prestigious Sword of Honour, is an accredited Safe Agent and belongs to The Property Ombudsman. FirstPort has also been named as one of the UK’s Top Employers by the Top Employers’ Institute for the last five consecutive years.

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

**What’s next?**

**Job Types**: Full-time, Permanent

**Salary**: From £22,400.00 per year

**Benefits**:

- Canteen
- Company pension
- Employee discount
- On-site parking
- Referral programme

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Experience**:

- customer service: 1 year (preferred)

Ability to Commute:

- Luton, Bedfordshire (required)

Work Location: In person