Current jobs related to Complaint Handler - Luton - FirstPort (UK)

Job Role: Complaints Handler

Location: Luton

Salary: Starting from £22,400 per annum

Hours: 35 hours per week, Monday to Friday

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.

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

Previous experience of responding to complaints, the property management industry and experience of Salesforce applications preferable.

About Us

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

· Investigate and analyse customer complaints, identifying root causes and implementing effective solutions.

· Positively responding to a customer’s complaint or feedback, taking ownership of the customer’s experience through to satisfactory resolution and recording the interaction accurately on the customer’s account

· Ensuring timely and accurate resolution of customer concerns in alignment to the Service Level Agreements set within the FirstPort Service Recovery Process

· 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

· Communicate with customers in a professional and empathetic manner, keeping them informed throughout the complaint resolution process.

· Building relationships across FirstPort with key stakeholders in regular meetings 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?

To start your application for this role we will ask you to upload your CV and answer a few questions.

Our recruiters will work with our managers to review your CV. If unsuccessful you will be notified. If you meet the criteria for the role, we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager.