Customer Support Coordinator

**Job Title**: Customer Support Coordinator

**Location**: Worcester office

**Job Sector: ** Customer Service

**Hours**: 35 Hours

It takes exceptional people to run an extraordinary company

When you join the contact centre at FirstPort, you become part of the personal connection that strengthens the relationship our customers have with FirstPort

Every interaction we have with our customers is another opportunity for us to enrich their experience. You will be spending time talking to customers, helping to ensure that they feel safe and happy in their home.

As the customer service coordinator you will contribute to our vision of being the favourite residential property manager, as recognised by others by:

- Be the first point of contact for our customers providing them with great communication and rounded information in a helpful, empathic, knowledgeable and courteous experience in line with our values
- Provide professional and efficient customer service to all internal departments and contractors
- Provide immediate resolutions and actively promote business service offerings to our customers - being the frontline of our brand

This role reports to the customer service team leader, working within a team of up to 14 colleagues.

**Main Responsibilities**:

- Handle inbound customer calls and correspondence in line with department service targets and taking a first contact resolution approach to provide timely answers owning customer queries through to completion wherever possible.
- To ensure written interactions are processed and responses issued in accordance with service level targets and quality standards.
- Closely liaise with, update and support our Property Managers in order to ensure customer and development issues deliver resolutions promptly, with courteous and helpful responses provided to customers and colleagues.
- Closely liaise with Contractors and Suppliers ensuring an open dialogue is maintained, complete information is provided and all correspondence and queries are responded to appropriately
- To communicate with teams, updating on a regular basis with important information on live events in order to successfully support customer queries
- Raising 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
- To ensure internal databases are updated accurately and regularly, to include any relevant documentation to be saved within the appropriate areas
- To manage and document customer requests efficiently for the supply of keys, fobs and permits
- Take credit/debit card payments ensuring all details are correct, secure and handled confidentially
- Provide administration support for de-instruction memo activity

**Skills and Experience**
- Demonstrable experience of delivering an exceptional customer service.
- Confident, articulate communicator - both orally and in writing; able to build relationships with all types of customer and clients with a resolution focused mentality, creative in your approach.
- Able to work with autonomy and as part of a wider team
- Efficient in maintaining administration and record keeping electronically
- Demonstrable ability dealing with problems and challenges effectively.
- Good knowledge of Health and Safety regulations.
- Ability to work under pressure resilient, able to prioritise and manage time effectively.
- Excellent IT skills, social-media awareness and up to date with new technology.

**About Us**

FirstPort is the UK's leading residential property service provider, caring for 310,000 homes in England, Wales and Scotland, across 5,600 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors,freeholders and over 1,300 Resident Management Companies.

**The Benefits**

Our customers deserve the best and the same applies to our people.We'll support you with all of the technology, training and support that you need to do your job well.We offer competitive salaries and a range of benefit packages. In addition to the corebenefits, 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 lo