At a Glance
- Tasks: Support customers and enhance their experience in residential property management.
- Company: Join FirstPort, a leader in UK residential property management.
- Benefits: Competitive salary, private medical insurance, pension contributions, and exclusive discounts.
- Other info: Diversity is valued; training provided for all levels of experience.
- Why this job: Make a real impact while growing your career in a supportive environment.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 30000 - 40000 £ per year.
Hours: Monday to Friday – 9am to 5pm (37.5 hours per week)
Why FirstPort?
FirstPort are on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be the most trusted and professional residential property management company.
By joining us as a Property Services Specialist 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 a Property Services Specialist, you will have excellent customer service and call handling skills that will contribute to our vision delivering a frictionless customer experience whereby customers can effortlessly connect with us through a channel of their choice and expect a first contact resolution.
Key Responsibilities
- Handle inbound customer contacts professionally, aiming for first contact resolution.
- Follow through on customer queries until resolved, ensuring smooth handoffs when needed.
- Work closely with Property Managers to address customer and development issues quickly and courteously.
- Ensure all interactions meet service level and quality standards.
- Maintain communication with Contractors and Suppliers, providing complete information and responding to queries.
- Categorise all contact accurately to identify service improvement opportunities.
- Regularly update teams with important information to support customer queries.
- Raise maintenance orders and coordinate with contractors for necessary work, including contract tendering and invoice resolution.
- Update internal databases accurately, saving relevant documents in proper locations.
- Manage and document requests for keys, fobs, and permits efficiently.
- Handle credit/debit card payments securely, following company policy.
- Ensure customer information is managed in compliance with GDPR confidentiality standards.
Required Skills & Qualifications
- Confident and clear communicator, both verbally and in writing, with a focus on building relationships and finding solutions.
- Able to work independently or as part of a team.
- Efficient in managing electronic administration and record-keeping.
- Skilled in solving problems and overcoming challenges.
- Good understanding of Health and Safety regulations.
- Capable of working under pressure, with strong time management and prioritisation skills.
- Excellent IT skills, social media knowledge, and familiarity with new technology.
- Property management experience is a plus, but full training will be provided.
What’s in it for you?
Our customers deserve the best and the same applies to our people. We will provide you with the technology, training and support that you need to do your job well. We offer 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. In addition, 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, including discounted gym membership for all colleagues.
Diversity
We’re committed to promoting diversity at FirstPort and recruit on merit. We will ensure we make any adjustments that we can to support both through the recruitment and on-boarding process.
Ready to make a difference?
If you’re ready to take the next step in your career and make a difference we’d love to hear from you! 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.
Customer Excellence Specialist employer: FirstPort
FirstPort is an exceptional employer, offering a supportive work culture that prioritises employee development and well-being. With flexible working hours and a commitment to diversity, employees benefit from competitive salaries, comprehensive training, and exclusive discounts, all while contributing to a community-focused environment that values customer service and safety.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FirstPort. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FirstPort before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Excellence Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FirstPort:Your cover letter is your chance to shine! Tell us why you want to work at FirstPort specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FirstPort!
How to prepare for a job interview at FirstPort
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
