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Customer Experience Specialist (0910)

FirstPort
Job LocationLeicester
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Job Role: Customer Experience SpecialistLocation: LeicesterHours: Monday to Friday (35 hours per week)An assessment day will be held on Thursday 18th October 2022 in a local locationAs the Customer Experience Specialist, you will contribute to our vision of being theUKsfavouriteproperty manager by: Being the 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 values. 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.About UsFirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples home.We have high standards at FirstPort, and we reward our employees for their dedication and hard work with great benefits, performance-related salary increases and awards when we see people going above and beyond. Our employees are as important to us as ourcustomers.For the fourth consecutive year we have been accredited as a Top Employer in the UK by the Top Employer institute.Main Responsibilities

  • Handle inbound customer calls and correspondence in line with service standards and taking a first contact resolution approach to provide timely answers owning customer queries through to completion wherever possible.
  • To provide a friendly and efficient service to all our customers ensuring all interactions are exceeding our customers expectations and delivering a quality service.
  • Working closely with our field operations colleagues 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 systems are updated accurately and regularly, to include any relevant customer data & information to be saved within the appropriate areas
  • To manage and track 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
  • Supporting our field operations colleagues with Health & Safety actions within developments to ensure developments are maintained in the standard our customers expect
Skills and Experience Have an excellent personable approach and possess a warm and engaged tone, with great vocational skills Be a team player constantly seeking out ways we can do better and improve our services. Have a genuine passion for delivering customer service and a desire to want to succeed in our organisation. Be creative in your approach and embrace change. Ability to work under pressure resilient, able to prioritise and manage time effectively. Great IT skills, being able to use multiple systems.BenefitsOur customers deserve the best and the same applies to our people. Well 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 corebenefits, 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.Ready to ApplyClickto apply for this role. We will ask you to upload your CV and answer a few questions.If you meet the criteria for the role well be in touch to invite you to one of our assessment centres.

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