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Job Title: Customer Support Coordinator
Location: Luton 
Job Sector: Customer Service
Contract: Permanent 
Hours: Monday to Friday - full time (35 hours) and part time, occasional hours on Saturdays once a month

It takes exceptional people to run an extraordinary company

When you join the contact centre at FirstPort, you become part of the personal connection that strengthens the relationship our customers have with FirstPort

Every interaction we have with our customers is another opportunity for us to enrich their experience. You will be spending time talking to customers, helping to ensure that they feel safe and happy in their home.

As a Customer Service Coordinator you will contribute to our vision of being the leading residential property manager, as recognised by others by:

  • Being the first point of contact for customer communication providing a helpful, empathetic, knowledgeable and courteous experience in line with our values
  • Ensure professional and efficient customer service to all internal departments 

The role of Customer Service Coordinator reports to the Customer Service Team Leader

If you have the right skills to provide a great service directly to our customers come and join us.

About You
You are currently working in a customer service role and enjoy working in a busy, and highly demanding environment, where you are able to interface with a number of key departments.

You have a high attention to detail, and are able to provide accurate and reliable information whilst being confident working with various MS packages as well as social media platforms and can use different systems simultaneously to enable you to work quickly and efficiently.

Your desire to be customer orientated means you are focused on improving service levels, and are able to engage and establish rapport with customers by using your excellent communication skills.

About Us
FirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples’ home. 

Great property management is about more than just bricks and mortar. We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their full potential.

Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients.  They shape our culture and are used in measuring and rewarding performance.

Main Responsibilities

•Take inbound customer calls and correspondence in line with department service targets and taking a First Time Fix approach to provide timely resolution
•To actively promote business service offerings and alternative solutions to customers where appropriate
•To ensure written communication is processed and responses issued in accordance with targets set by the Customer Support Management Team 
•Closely liaise with relevant Property Managers in order to ensure issues are resolved promptly and courteous and helpful responses are provided to customers and colleagues on an ongoing basis.
•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 databases are updated accurately and regularly inclusive of any relevant documentation to be saved within the appropriate areas

The Benefits
Our customers deserve the best and the same applies to our people.  We’ll 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 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 will consider applications from job share applicants.

Ready to Apply?
Click here to apply for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

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 and up to three other key stakeholders.

    About The Company
    FirstPort Values:

    We look out for people’s best interests, and show we care by dealing with them in a warm and friendly manner.

    We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities

    We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times 

    We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service 

    We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments

    We pride ourselves on the following standards:

    • Strong Health and Safety
    • High Site Standards
    • Great Customer Communications
    • Healthy Estate Finances