Customer Experience Specialist

**Job Advert**:
**Job role: Customer Experience Specialist**

**Location: Luton**

**Hours: Monday-Friday 35 Hours Per Week**

**Salary: £20,500 increasing to £21,500 after 6 months**

**The job role**

As the Customer Experience Specialist, you will contribute to our vision of being the UKs favourite property manager by:

- A 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 organisational values and behaviours.
- Provide professional and efficient customer service to all internal departments and contractors
- Provide first time resolutions and actively promote business service offerings to our customers - being the frontline of our brand.

This role reports to the Customer Experience Team Leader, working within a team of up to 14 colleagues.

**Main Responsibilities**
- Handle inbound customer contact 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, according to company policy.
- Ensure all customer information is handled confidentially and in line with GDPR

**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?