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For Companies At a Glance
- Tasks: Help customers resolve issues via phone, email, or live chat with a friendly approach.
- Company: Join FirstPort, the UK's leading property service provider, caring for 290,000 homes.
- Benefits: Enjoy competitive salaries, exclusive discounts, and a supportive work environment.
- Why this job: Be part of a mission to become the UK's favourite property manager while making a real impact.
- Qualifications: Experience in customer service and excellent communication skills are essential.
- Other info: Full-time role with a Monday to Friday schedule; remote work options available.
The predicted salary is between 28800 - 42000 £ per year.
Job Role
Customer Advocate
Location
Luton
Job Sector
Customer Relations
Hours
35 hours per week, Monday to Friday
As the Customer Advocate, you will contribute to our vision of being the UK\’s favourite property manager by :
- Taking ownership of your customer’s issues using your balanced, can-do attitude to find a suitable resolution, with the support of your colleagues across the business
- Providing friendly, professional support to your customer, providing a resolution within 48 hours where possible and ensuring they are updated regularly
- Working with the wider Customer Support Team to create improvement initiatives to ensure the service failings aren’t repeated, driving a culture of continuous improvement
This role reports to the Customer Support Manager.
About You
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 via social media and live chat 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
- Positively responding to a customer’s issue by phone, email or live chat, quickly and professionally, taking ownership of the customer’s experience through to satisfactory resolution and recording the interaction accurately on the customer’s account
- Working to the Service Level Agreements set within the FirstPort Service Recovery Process, providing resolutions within 48 hours with the support of colleagues across the business
- 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
- Building relationships across FirstPort with key stakeholders 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
Our Values
- Friendly – We look out for people’s best interests, and show them we care by dealing with them in a warm and friendly manner.
- Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.
- Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.
- Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.
- Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.
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 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.
Diversity
We’re committed to promoting diversity at FirstPort and recruit on merit. We will consider applications from job share applicants.
Ready to Apply?
Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions. You may also be asked to complete verbal and numerical reasoning tests online.
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 and up to three other key stakeholders.
Job Type
Full-time
Benefits
- Company pension
- Referral programme
- Store discount
- Wellness programme
Schedule
- Day shift
- Monday to Friday
Ability to commute / relocate
- Luton : reliably commute or plan to relocate before starting work (required)
Experience
- customer service : 1 year (preferred)
Work Location
One location
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Customer Advocate employer: FirstPort
Contact Detail:
FirstPort Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advocate
✨Tip Number 1
Familiarise yourself with FirstPort's values and mission. When you understand what they stand for, you can tailor your conversations and interactions to reflect their friendly, inventive, respectful, skilled, and trustworthy ethos.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints via social media and live chat. Being able to demonstrate your experience in these areas will show that you're ready to tackle the challenges of the Customer Advocate role.
✨Tip Number 3
Network with current or former employees of FirstPort if possible. They can provide insights into the company culture and expectations, which can help you prepare for interviews and understand how to align your approach with their practices.
✨Tip Number 4
Prepare examples of how you've successfully resolved customer issues in the past. Be ready to discuss specific situations where you took ownership and delivered a positive outcome, as this is key to demonstrating your fit for the role.
We think you need these skills to ace Customer Advocate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in fast-paced environments. Emphasise any roles where you've successfully resolved customer issues and built relationships.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how your values align with those of FirstPort. Mention specific examples of how you've handled customer complaints effectively in the past.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your strong spoken and written English skills. Use clear, concise language and check for any grammatical errors.
Highlight Relevant Tools Experience: If you have experience with Salesforce or responding to complaints via social media and live chat, make sure to include this in your application. It shows you're equipped to handle the tools used at FirstPort.
How to prepare for a job interview at FirstPort
✨Show Your Customer Service Skills
Be prepared to discuss your previous customer service experience in detail. Highlight specific examples where you successfully resolved issues, especially in fast-paced environments. This will demonstrate your ability to handle the responsibilities of a Customer Advocate.
✨Demonstrate Empathy and Understanding
During the interview, showcase your ability to empathise with customers. Use examples that illustrate how you've listened to customer concerns and provided tailored solutions. This aligns with the company's value of being friendly and respectful.
✨Familiarise Yourself with Social Media and Live Chat Tools
Since the role involves responding to complaints via social media and live chat, brush up on your knowledge of these platforms. Be ready to discuss any relevant experience you have and how you can leverage these tools to enhance customer interactions.
✨Understand FirstPort's Values
Research FirstPort's values and be prepared to discuss how you embody them in your work. Show that you are not only aware of their mission but also committed to contributing positively to their culture of continuous improvement.
