Customer Excellence Manager (Maternity Cover)

By joining us as an Customer Excellence Manager you will play a pivotal role in achieving our vision:

• Impactful Work: You will directly support FirstPort’s mission to elevate industry standards and provide an exceptional service to our customers.

• Professional Growth: With access to accredited training and development programmes, you will be empowered to reach your potential.

• Supportive Environment: We foster a culture where collaboration and innovation thrive, ensuring you feel valued and supported every step of the way.

• A Future of Opportunity: Be part of a forward-thinking organisation that is shaping the future of residential property management in the UK.

At the core of everything we do are our leadership principles:

• Collaborative: We work together, combining expertise to deliver outstanding outcomes for our customers

• Consistent: We deliver dependable results, building trust with customers and colleagues.

• Simple: We simplify the complex, ensuring our financial processes are straightforward and understood.

• Clear: We communicate with clarity, making information accessible and transparent to all stakeholders.

Your Role, Your Impact

As an Customer Excellence Manager, You will be a leading a team of Property Service Team Leaders and Specialists, your focus will be driving outstanding performance across all aspects of the department to ensure they deliver exceptional customer service, consistently placing customers at the heart of everything we do. Additionally, you will provide senior support to the Customer Excellence team and are ready to step in and deputise for the Head of Customer Excellence when needed, ensuring continuity and excellence in leadership, * Oversee recruitment, selection, induction, and ongoing development of the Customer Excellence Team.

• Ensure performance metrics are consistently met, taking necessary actions to address any shortfalls.

• Foster a culture of open and honest 2-way communication to build an engaged team, ensuring regular team huddles and clear information flow.

• Continuously review and develop processes to reduce effort and optimize efficiency.

• Proactively monitor workload and workflow to maintain agreed service standards, productivity, and KPIs.

• Provide senior support to the wider customer teams and manage case escalations within agreed timelines.

• Update and review department processes and training materials to improve efficiencies and enhance customer experience.

• Empower teams to take ownership of tasks and encourage feedback to improve processes.

• Promote a continuous improvement culture to identify root causes of failures and implement solutions.

• Manage costs within area of responsibility, ensuring adherence to agreed budgets.

• Passionate about delivering excellent customer service with a proven track record in customer service or service excellence roles.

• Committed to providing a "people first" experience for both customers and team members.

• Strong organizational and administrative skills, ensuring smooth and efficient operations.

• Skilled in analysing data and statistics to drive performance improvements and achieve service excellence.

• Excellent communicator with the ability to build influential relationships with customers and stakeholders, both verbally and in writing.

• Resolution-focused, skilled in root cause analysis, and delivering effective solutions.

• Property management experience is beneficial but not essential.