Customer Excellence Manager (Maternity Cover)

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Role: 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, are 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.

By joining us as an Customer Excellence Manager 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 an Customer Excellence Manager, You will be a leading a team of Property Service Team Leaders and Specialists, your focus will be driving outstanding performance across all aspects of the department to ensure they deliver exceptional customer service, consistently placing customers at the heart of everything we do. Additionally, you will provide senior support to the Customer Excellence team and are ready to step in and deputise for the Head of Customer Excellence when needed, ensuring continuity and excellence in leadership

Key Responsibilities:

• Oversee recruitment, selection, induction, and ongoing development of the Customer Excellence Team.
• Ensure performance metrics are consistently met, taking necessary actions to address any shortfalls.
• Foster a culture of open and honest 2-way communication to build an engaged team, ensuring regular team huddles and clear information flow.
• Continuously review and develop processes to reduce effort and optimize efficiency.
• Proactively monitor workload and workflow to maintain agreed service standards, productivity, and KPIs.
• Provide senior support to the wider customer teams and manage case escalations within agreed timelines.
• Update and review department processes and training materials to improve efficiencies and enhance customer experience.
• Empower teams to take ownership of tasks and encourage feedback to improve processes.
• Promote a continuous improvement culture to identify root causes of failures and implement solutions.
• Manage costs within area of responsibility, ensuring adherence to agreed budgets.

Required Skills & Qualifications:

• Passionate about delivering excellent customer service with a proven track record in customer service or service excellence roles.
• Committed to providing a "people first" experience for both customers and team members.
• Strong organizational and administrative skills, ensuring smooth and efficient operations.
• Skilled in analysing data and statistics to drive performance improvements and achieve service excellence.
• Excellent communicator with the ability to build influential relationships with customers and stakeholders, both verbally and in writing.
• Resolution-focused, skilled in root cause analysis, and delivering effective solutions.
• Property management experience is beneficial but not essential.

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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About The Company

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