Senior Customer Excellence Manager

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Job Role: Senior Customer Excellence Manager

Location: Luton

Salary: Competitive + benefits

Hours: Monday-Friday 9am-5pm (35 hours per week)

As the Senior Customer Excellence Manager, based in Luton and responsible for our growing London Property Specialist and Customer Service teams, you will lead, develop and coach our Team Leaders and specialists to deliver outstanding performance through our people.

The Job Role

• Developing and delivering a high performing team culture to achieve service levels.
• Leading by example by enabling, motivating, engaging and influencing.
• Coaching the leadership team through consistent team activities, 121's and personal development reviews.
• Creating a positive, diverse environment, driving engagement and development across the team.
• Developing value and transparency in property management by building trust and engagement of customers/colleague and within the team.
• Achieving operational targets for team focusing on retaining existing business and delivering our service offer.
• Continually reviewing and developing processes to reduce effort and optimise efficiency.
• Proactively monitoring and reacting to workload and workflow to ensure the delivery of agreed service standards, productivity and KPIs.
• Providing senior support to the wider customer teams and deputising for the Head of Customer Excellence.
• Working collaboratively across the business to build relationships and develop key partnerships.
• Managing case escalations within agreed timescales and in a professional, manner, actively reducing escalation through real time coaching and development.
• Updating and reviewing department processes and training materials to improve efficiencies and enhance the customer experience.
• Adoption of all company processes and procedures to ensure consistent levels of people management ensuring adherence to colleague standards including uniform, time-keeping, and general conduct.
• Accountable for managing costs within area of responsibility to agreed budgets.
• Supporting the recruitment, selection, induction and ongoing skills development to attract and retain the best talent.
• Involvement in key business projects representing the Customer Excellence teams, and being the voice of the customer

Skills & Experience

• 3+ years senior leadership experience in a multi-channel customer service / service excellence role.
• Strong customer and employee focus.
• Focus on driving service improvements within own areas of responsibility and beyond.
• Ability to utilise data to drive performance.
• Excellent stakeholder engagement.
• Excellent organisation and administration skills.
• Confident, optimistic, articulate communicator - both orally and in writing.
• Able to build influential and engaging relationships with all colleagues, from site-based colleagues to directors and other key stakeholders.
• Property Management experience would be beneficial

Who are we?

FirstPort is the UK's leading property management company, caring for our customers' homes across England, Wales and Scotland. With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies.

FirstPort is a member of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS). As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman.

Why choose us?

By joining us, you will work with industry professionals who are committed to providing the highest levels of customer service, as well as ensuring we put our people first.

The benefits of working with us can include discounted gym membership, a true work-life balance and the opportunity of growth and progression. In addition to the core benefits, 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.

We're committed to promoting diversity at FirstPort and recruit on merit. We are an inclusive employer that prides itself in being so diverse.

What's next?

To start your application for this role we will ask you to upload your CV and answer a few questions.

Our recruiters will work with our managers to review your CV. If unsuccessful you will be notified. If you meet the criteria for the role, we'll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager.