Customer Experience Leader — Property Services in Birmingham

Locations: Birmingham, Luton, Exeter & New Milton

Salary: Competitive, based on level and experience

Contract: Permanent

Hours: Monday–Friday, 9am–5pm (37.5 hours per week)

We are continually looking for talented professionals to join our Customer Excellence teams across multiple locations. Whether you’re starting your journey in customer experience or leading high‑performing teams, you’ll play a key part in delivering a seamless, high‑quality service to our residents, leaseholders and stakeholders. As an evergreen vacancy, we welcome applications at any time for the following roles:

• Customer Excellence Manager
• Property Services Specialist

If there’s no immediate match, strong candidates are considered for future openings.

Why FirstPort?

• Impactful Work: Directly support FirstPort’s mission to elevate industry standards and provide an exceptional service to our customers.
• Professional Growth: Access to accredited training and development programmes to help you reach your potential.
• Supportive Environment: Culture of collaboration and innovation that values every team member.
• Future of Opportunity: Join a forward‑thinking organisation shaping the future of residential property management in the UK.

Leadership Principles

• Collaborative: We work together to deliver outstanding outcomes.
• Consistent: Dependable results building trust with customers and colleagues.
• Simple: Simplifying complex processes for clarity.
• Clear: Transparent communication for all stakeholders.

Role Overview – Property Services Specialist

As a Property Services Specialist, you’ll provide exceptional customer service and ensure residents can effortlessly connect with us, receiving accurate and timely support. You’ll focus on first contact resolution and deliver a frictionless experience across all channels.

Key Responsibilities

• Handle inbound customer contacts professionally, aiming for first contact resolution.
• Take ownership of queries through to completion, ensuring smooth handoffs where needed.
• Work closely with Property Managers to resolve customer and development issues.
• Meet service level and quality targets across all interactions.
• Communicate effectively with contractors and suppliers, providing full and accurate information.
• Category customer contact accurately to support service improvement initiatives.
• Share relevant updates with internal teams to support query resolution.
• Raise maintenance orders and coordinate contractor activity, including tendering and invoice queries.
• Maintain accurate records across internal systems.
• Manage key, fob and permit requests efficiently.
• Process card payments securely and in line with policy.
• Handle all customer information in compliance with GDPR.

Skills & Qualifications

• Confident and clear communication skills, both verbal and written, with the ability to build relationships and find solutions.
• Ability to work independently or as part of a team.
• Effective problem‑solving skills and the ability to overcome challenges.
• Good understanding of Health and Safety regulations.
• Ability to work under pressure with strong time‑management and prioritisation skills.
• Strong IT skills, awareness of social media, and confidence using new technology.
• Property management experience is an advantage, but full training will be provided.

Role Overview – Customer Excellence Manager

As a Customer Excellence Manager, you will lead a team of up to 10 Property Services Specialists and champion a resident‑first culture. You will use data‑led insights to improve service delivery, drive first‑time resolution and reduce repeat contacts.

Key Responsibilities

• Lead, coach and develop a team of Property Services Specialists to deliver outstanding service.
• Use complaints, performance data and trends to identify root causes and drive improvements.
• Promote a strong First Contact Resolution culture across all service areas.
• Personally manage complex or escalated cases, ensuring fair and timely outcomes.
• Monitor operational KPIs and take action to address performance gaps.
• Manage real‑time workflow, demand and resource allocation.
• Collaborate closely with Operations, SCA teams and other internal functions.
• Support onboarding, ongoing training and development for your team.
• Uphold high standards of professionalism, service etiquette and regulatory compliance.
• Manage team performance and resources within budget.
• Identify efficiencies that reduce repeat contacts and enhance overall resident experience.

Skills & Qualifications

• Proven leadership experience in customer service (property management, housing or FM preferred).
• Strong understanding of resident needs, property repairs and service charge queries.
• Experience using data and root cause analysis to improve service quality.
• Ability to build, develop and inspire high‑performing teams.
• Confident analysing operational metrics and turning insights into action.
• Excellent communication skills with residents, contractors and senior stakeholders.

Benefits

Competitive salaries and a range of benefit packages depending on the grade of your role, such as private medical insurance, pension contributions and life assurance. Additional exclusive discounts including discounted gym membership for all colleagues are offered.

Diversity & Inclusion

We’re committed to promoting diversity and recruiting on merit. We will make any necessary adjustments to support all candidates throughout the recruitment and onboarding process.

Ready to make a difference? All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required. Join us at FirstPort, where we not only manage properties but strive to lead and transform the industry. Together, we can make a difference – for our customers, our colleagues, and the future of residential property management in the UK. Elevate your career. Reset the standard. Join FirstPort.