Salary: Competitive salary 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 aTeam LeaderCustomer Excellence,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 aTeam LeaderCustomer Excellence,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.
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