At a Glance
- Tasks: Lead and motivate a team to deliver exceptional customer service and resolve issues efficiently.
- Company: FirstPort is redefining excellence in UK residential property management with a commitment to high standards.
- Benefits: Enjoy competitive salaries, private medical insurance, pension contributions, and exclusive discounts.
- Other info: Diversity is valued; adjustments will be made to support applicants during recruitment.
- Why this job: Join a supportive culture focused on professional growth and impactful work in a forward-thinking organisation.
- Qualifications: Strong leadership experience, excellent communication skills, and a commitment to exceptional service are essential.
The predicted salary is between 30000 - 42000 £ per year.
Customer Excellence Admin, Training & Management
Salary: From £30,000 per annum plus benefits
Contract: Permanent
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 themost trusted and professional residential property management company.
By joining us as aCustomer Excellence Team Leader, 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 aCustomer Excellence Team Leader, you will contribute to our vision by delivering a seamless experience whereby customers can effortlessly connect with us through a channel of their choice and expect a First Contact Resolution:
- Leading, coaching, and motivating the Customer Excellence colleagues within your team to deliver outstanding performance.
- Ensuring delivery of a first-class customer provision, delivering a positive customer experience, and encouraging First Contact Resolution.
- Delivering an effective and efficient service to internal and external customers, including contractors.
- Always role modelling a high standard of customer service and professionalism, with high levels of team engagement.
- Providing senior support to the Customer Excellence team, deputising for the Customer Excellence Manager, as appropriate.
Key Responsibilities:
- Team Leadership & Development: Lead, motivate, and support the Property Services team through regular 1:1s, coaching, performance reviews, and clear communication.
- Performance Management: Monitor and ensure team performance meets KPIs and service standards, taking corrective action where needed.
- Workload & Resource Management: Assign and organise workloads efficiently, ensuring service delivery meets daily operational demands.
- Customer Service Excellence: Ensure high standards of customer service through professional, courteous communication and timely issue resolution.
- People Development & Succession Planning: Identify talent, support individual growth, and create development plans to build team capability and plan for succession.
- Process Improvement: Regularly review workflows, department processes, and training materials to improve efficiency and the customer experience.
- Quality Assurance: Conduct quality assessments and provide feedback to drive continuous improvement across the team.
- Collaboration & Communication: Promote open communication and collaborative working with other departments to improve response quality and speed.
- Escalation & Issue Resolution: Handle complex complaints and escalations effectively, ensuring customer satisfaction and team learning.
- Recruitment & Onboarding: Recruit, train, and develop new team members, ensuring clear accountability and support from day one.
Required Skills & Qualifications:
- Strong leadership experience with a track record of managing teams and leading through periods of change.
- Skilled in setting, monitoring, and achieving individual and team KPIs in high-pressure, fast-paced environments.
- Committed to delivering exceptional service and fostering a positive, supportive team culture.
- Confident handling people-related issues in line with legal and company policies.
- Utilises data and insights to drive performance improvements and operational efficiency.
- Articulate communicator across all channels, with the ability to build relationships and resolve issues creatively.
- Highly organised, detail-oriented, and efficient in maintaining electronic records and administration.
- Confident with IT systems (Outlook, Excel, PowerPoint, cloud/web apps) and stays current with new technologies and digital tools.
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.
Elevate your career. Reset the standard. Join FirstPort.
Customer Excellence Admin, Training & Management
#J-18808-LjbffrCustomer Excellence Team Leader in New Milton employer: Mainstay
At FirstPort, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture that empowers our employees to excel. As a Customer Excellence Team Leader, you will benefit from accredited training programmes, competitive salaries, and a range of exclusive benefits, including private medical insurance and discounted gym memberships. Join us in shaping the future of residential property management while enjoying ample opportunities for professional growth and development in a forward-thinking environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Team Leader in New Milton
✨Tip Number 1
Familiarise yourself with FirstPort's mission and values. Understanding their commitment to redefining excellence in residential property management will help you align your responses during interviews and demonstrate your enthusiasm for their vision.
✨Tip Number 2
Highlight your leadership experience by preparing specific examples of how you've successfully managed teams and driven performance improvements in previous roles. This will showcase your ability to lead the Customer Excellence team effectively.
✨Tip Number 3
Research common challenges in customer service within the property management sector. Being able to discuss these issues and propose solutions during your interview will demonstrate your proactive approach and industry knowledge.
✨Tip Number 4
Prepare to discuss your experience with performance management and KPIs. Be ready to explain how you've set, monitored, and achieved targets in high-pressure environments, as this is crucial for the role of Customer Excellence Team Leader.
We think you need these skills to ace Customer Excellence Team Leader in New Milton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant leadership experience and skills that align with the Customer Excellence Team Leader role. Use specific examples to demonstrate how you've successfully managed teams and improved customer service.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service and your commitment to excellence. Mention how your values align with FirstPort's mission and how you can contribute to their vision of redefining industry standards.
Highlight Key Skills:In your application, emphasise your ability to lead and motivate teams, manage performance, and handle complex issues. Use keywords from the job description to ensure your application stands out to recruiters.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Mainstay
✨Understand the Company Culture
Before your interview, take some time to research FirstPort's values and culture. They emphasise collaboration, consistency, simplicity, and clarity. Be prepared to discuss how your personal values align with theirs and provide examples of how you've demonstrated these principles in your previous roles.
✨Showcase Your Leadership Skills
As a Customer Excellence Team Leader, strong leadership is crucial. Prepare specific examples of how you've successfully led teams, managed performance, and handled change. Highlight your ability to motivate and develop team members, as this will resonate well with the interviewers.
✨Demonstrate Customer Service Excellence
FirstPort is committed to providing exceptional customer service. Be ready to share instances where you've gone above and beyond for customers or resolved complex issues effectively. This will show that you understand the importance of customer satisfaction and are capable of delivering it.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think about potential challenges you might face in the role and how you would address them. This preparation will help you respond confidently and demonstrate your critical thinking abilities.
