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For Companies At a Glance
- Tasks: Lead a dynamic customer service team to ensure top-notch service for residents.
- Company: FirstPort is the UK's leading residential property service provider, managing over 310,000 homes.
- Benefits: Enjoy competitive salaries, exclusive discounts, and comprehensive training and support.
- Why this job: Join a vibrant team focused on delivering exceptional customer experiences and fostering collaboration.
- Qualifications: Previous management experience in customer service; strong communication and IT skills required.
- Other info: Diversity is valued; applications from job share candidates are welcomed.
The predicted salary is between 28800 - 43200 £ per year.
Job description
Job Role : Customer Experience Team Leader
Location : Luton
Job Sector : Customer service
Hours : 35 per week
As customer service team leader, you will contribute to our vision of being the favourite residential property manager
as recognised by others by :
- Leading and supporting the customer service teams to deliver the highest level of service standards to all residents and customers
- Continually monitoring customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
- Encouraging and promoting collaborative working with Property / Development Managers to increase the quality and speed of customer responses
This role reports to the customer service manager.
About You
Previous line manager experience within a Customer Service role in which you are used to working in a highly demanding environment interfacing with a number of key departments.
You will be passionate about providing excellent customer service at all times and this will have been demonstrated through a proven track record. You may already work within the property sector, this experience and knowledge is desired but not essential.
An excellent communicator with the ability to motivate and engage your team which you demonstrate through your ability to effectively present meetings and drive your team to deliver results. Your verbal and written skills will be of a high standard.
IT savvy and are confident in using laptops / tablets. You are fluent in the different MS packages and systems as you will be efficient in maintaining administration and finance records electronically.
About Us
FirstPortis the UK’s leading residential property service provider, caring for 310,000 homes in England, Wales and Scotland, across 5,600 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,300 Resident Management Companies.
Main Responsibilities
- Continually monitor customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
- Organise and lead meetings providing analysis / charts of team performance in order to structure actions for performance improvement
- To ensure all verbal and written communication to customers is properly processed and responses issued in accordance with targets, our values and in line with the quality and standards set, creating a positive customer experience
- To carry out quality control assessments of work completed by the team, provide structured results and deliver targeted improvements set by the Customer Service Operations Manager
- To provide reports to the Customer Service Operations Manager on team and department progress and other requirements as required
- Lead and drive team performance and delivery, effectively delegating and organising workload appropriately and managing improvements to absence where necessary
- Recruit, train, monitor and develop team members, outlining the areas of accountability, providing coaching on areas of development and empowering ownership of problems through to resolution
- Ensure staff resource levels cover all required shifts within the wider Customer Service Team, providing optimum service to customers
- Provide effective leadership to motivate, engage and maintain morale within the team including one-to-one meetings, coaching, Performance Development Reviews and regular team briefings
- To ensure all work streams within the department are properly monitored and managed inclusive of Health & Safety, Site Inspections and Your Property Online
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.
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Customer Experience Team Leader employer: FirstPort
Contact Detail:
FirstPort Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader
✨Tip Number 1
Familiarise yourself with the property management sector. Understanding the nuances of residential property management will give you an edge in discussions and interviews, showing your commitment to the role.
✨Tip Number 2
Prepare examples of how you've successfully led a customer service team in the past. Highlight specific situations where you improved service standards or resolved conflicts, as this will demonstrate your leadership skills.
✨Tip Number 3
Brush up on your data analysis skills. Since the role involves monitoring call flow and team performance, being able to interpret data and present it effectively will be crucial during your interview.
✨Tip Number 4
Showcase your communication skills by preparing to discuss how you engage and motivate your team. Be ready to share strategies you've used to maintain morale and drive performance in previous roles.
We think you need these skills to ace Customer Experience Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous experience in customer service and any leadership roles you've held. Emphasise your ability to motivate teams and deliver excellent customer service, as these are key aspects of the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Mention specific examples from your past experiences that demonstrate your ability to meet targets and improve team performance.
Highlight Relevant Skills: In your application, be sure to mention your IT proficiency and familiarity with MS packages, as well as your communication skills. These are essential for the Customer Experience Team Leader position.
Prepare for Assessments: Be ready to complete verbal and numerical reasoning tests as part of the application process. Brush up on these skills beforehand to ensure you perform well and make a strong impression.
How to prepare for a job interview at FirstPort
✨Showcase Your Leadership Skills
As a Customer Experience Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on motivating and engaging your team to achieve results.
✨Understand Customer Service Metrics
Familiarise yourself with key customer service metrics, such as call flow and response times. Be ready to discuss how you would monitor these metrics and implement strategies to improve them, showcasing your analytical skills.
✨Communicate Effectively
Since excellent communication is vital for this role, practice articulating your thoughts clearly. Prepare to discuss how you handle verbal and written communication with customers, ensuring it aligns with company values and standards.
✨Demonstrate IT Proficiency
Being IT savvy is essential for this position. Brush up on your knowledge of MS packages and any relevant systems. Be prepared to discuss how you use technology to enhance customer service and manage administrative tasks efficiently.
