Customer Excellence Manager (Maternity Cover)
Location: Luton
Salary: From £35,000 per annum, plus benefits
Contract: Fixed Term Contract
Hours: Monday to Friday – 9am to 5pm (37.5 hours per week)
Why FirstPort?
FirstPort is 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.
As a Customer Excellence Manager, you will play a pivotal role in achieving our vision:
* Impactful Work: Support FirstPort’s mission to elevate industry standards and provide exceptional service to our customers.
* Professional Growth: Access to accredited training and development programmes to reach your potential.
* Supportive Environment: A culture where collaboration and innovation thrive.
* A Future of Opportunity: Be part of a forward-thinking organisation shaping the future of residential property management in the UK.
Your Role, Your Impact
As a Customer Excellence Manager, you will lead a team of Property Service Team Leaders and Specialists, focusing on driving outstanding performance across all aspects of the department to ensure exceptional customer service.
Key Responsibilities:
* Oversee recruitment, selection, induction, and ongoing development of the Customer Excellence Team.
* Ensure performance metrics are consistently met.
* Foster a culture of open and honest communication to build an engaged team.
* Continuously review and develop processes to optimize efficiency.
* Monitor workload and workflow to maintain service standards and KPIs.
* Provide senior support to the wider customer teams and manage case escalations.
* Update department processes and training materials to improve efficiencies.
* Empower teams to take ownership of tasks and encourage feedback.
* Promote a continuous improvement culture to identify root causes and implement solutions.
* Manage costs within area of responsibility, ensuring adherence to budgets.
Required Skills & Qualifications:
* Passionate about delivering excellent customer service with a proven track record.
* Committed to providing a 'people first' experience.
* Strong organizational and administrative skills.
* Skilled in analysing data to drive performance improvements.
* Excellent communicator with the ability to build influential relationships.
* Resolution-focused, skilled in root cause analysis.
* Property management experience is beneficial but not essential.
What’s in it for you?
We provide technology, training, and support to help you excel. Competitive salaries and a range of benefits are offered, including private medical insurance, pension contributions, and life assurance.
Diversity
We are committed to promoting diversity at FirstPort and recruit on merit.
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.
Join us at FirstPort, where we strive to lead and transform the industry.
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