At a Glance
- Tasks: Provide exceptional customer service and resolve queries efficiently.
- Company: Join FirstPort, the UK's largest residential property manager.
- Benefits: Competitive salary, training support, and exclusive discounts.
- Other info: Dynamic team environment with opportunities for growth.
- Why this job: Be the frontline of our brand and make a real difference.
- Qualifications: Experience in customer service and strong communication skills.
The predicted salary is between 19500 - 19500 £ per year.
Location: Worcester
Hours: Monday to Friday (35 hours per week)
Salary: £19,500 - will increase after successful completion of probationary period
As the Customer Experience Specialist, you will contribute to our vision of being the UKs favourite property manager by:
- A first point of contact for our customers providing them with great communication and rounded information in a helpful, empathic, knowledgeable and courteous experience in line with our organisational values and behaviours.
- Provide professional and efficient customer service to all internal departments and contractors.
- Provide first time resolutions and actively promote business service offerings to our customers – being the frontline of our brand.
This role reports to the Customer Experience Team Leader, working within a team of up to 14 colleagues.
About You
You are currently working in a customer service role and enjoy working in a busy, and highly demanding environment, where you are able to interface with a number of key departments. You have a high attention to detail and are able to provide accurate and reliable information whilst being confident working with various MS packages and can use different systems simultaneously to enable you to work quickly and efficiently. Your desire to be customer orientated means you are focused on improving service levels, and are able to engage and establish rapport with customers by using your excellent communication skills.
About Us
FirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples’ homes. Great property management is about more than just bricks and mortar. We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their full potential. Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients. They shape our culture and are used in measuring and rewarding performance.
Main Responsibilities
- Handle inbound customer contact in line with department service targets and taking a first contact resolution approach to provide timely answers owning customer queries through to completion wherever possible.
- To ensure written interactions are processed and responses issued in accordance with service level targets and quality standards.
- Closely liaise with, update and support our Property Managers in order to ensure customer and development issues deliver resolutions promptly, with courteous and helpful responses provided to customers and colleagues.
- Closely liaise with Contractors and Suppliers ensuring an open dialogue is maintained, complete information is provided, and all correspondence and queries are responded to appropriately.
- To communicate with teams, updating on a regular basis with important information on live events in order to successfully support customer queries.
- Raising maintenance orders and liaise with contractors as appropriate in relation to work required on a development including annual contract tendering and resolution of invoice queries.
- To ensure internal databases are updated accurately and regularly, to include any relevant documentation to be saved within the appropriate areas.
- To manage and document customer requests efficiently for the supply of keys, fobs and permits.
- Take credit/debit card payments ensuring all details are correct, secure and handled confidentially, according to company policy.
- Ensure all customer information is handled confidentially and in line with GDPR.
Skills and Experience
- Demonstrable experience of delivering an exceptional customer service.
- Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customer and clients with a resolution focused mentality, creative in your approach.
- Able to work with autonomy and as part of a wider team.
- Efficient in maintaining administration and record keeping electronically.
- Demonstrable ability dealing with problems and challenges effectively.
- Good knowledge of Health and Safety regulations.
- Ability to work under pressure resilient, able to prioritise and manage time effectively.
- Excellent IT skills, social-media awareness and up to date with new technology.
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.
Customer Experience Specialist (Retirement) in Worcester employer: FirstPort
Arnold & Baldwin is an award-winning independent firm of Chartered Surveyors based in London, known for its progressive work culture and commitment to employee development. With a focus on innovation and client relationships, we offer competitive salaries, generous benefits, and a supportive environment that encourages collaboration and personal growth. Join us to be part of a team that values your contributions and fosters a diverse and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist (Retirement) in Worcester
✨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 Experience Specialist (Retirement) in Worcester
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.
