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Job Role: Customer service team leader

Location: Luton

Job Sector: Customer service

Hours: 35 per week

As customer service team leader, you will contribute to our vision of being the leading residential property manager, as recognised by others by:

  • Leading and supporting the customer service teams to deliver the highest level of service standards to all residents and customers
  • Continually monitoring customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
  •  Encouraging and promoting collaborative working with Property / Development Managers to increase the quality and speed of customer responses

This role reports to the customer service manager.

About You

Previous line manager experience within a Customer Service role in which you are used to working in a highly demanding environment interfacing with a number of key departments.

You will be passionate about providing excellent customer service at all times and this will have been demonstrated through a proven track record. You may already work within the property sector, such experience and knowledge is desired but not essential.

An excellent communicator with the ability to motivate and engage your team which you demonstrate through your ability to effectively present meetings and drive your team to deliver results. Your verbal and written skills will be of a high standard. 

IT savvy and are confident in using laptops / tablets. You are fluent in the different MS packages and systems as you will be efficient in maintaining administration and finance records electronically.

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

  • Continually monitor customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
  • Organise and lead meetings providing analysis/charts of team performance in order to structure actions for performance improvement
  • To ensure all verbal and written communication to customers is properly processed and responses issued in accordance with targets, our values and in line with the quality and standards set, creating a positive customer experience
  • To carry out quality control assessments of work completed by the team, provide structured results and deliver targeted improvements set by the Customer Service Operations Manager
  • To provide reports to the Customer Service Operations Manager on team and department progress and other requirements as required
  • Lead and drive team performance and delivery, effectively delegating and organising workload appropriately and managing improvements to absence where necessary
  • Recruit, train, monitor and develop team members, outlining the areas of accountability, providing coaching on areas of development and empowering ownership of problems through to resolution
  • Ensure staff resource levels cover all required shifts within the wider Customer Service Team, providing optimum service to customers
  • Provide effective leadership to motivate, engage and maintain morale within the team including one-to-one meetings, coaching, Performance Development Reviews and regular team briefings
  • To ensure all work streams within the department are properly monitored and managed inclusive of Health & Safety, Site Inspections and Your Property Online

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 the below apply button to start your application 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