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Job Role:  Customer Relations Specialist

Location: Luton

Job Sector: Customer Relations

Hours: 35 Hours

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

  • Providing a swift and satisfactory resolution to complaints received into the CEO and Executive Team, whilst ensuring the customer is fully informed during the process
  • Advocating changes to the Complaint Management process, looking for ways to continuously improve Service Recovery across the FirstPort Group
  • Producing timely and accurate reporting to the business, analysing trends and providing potential solutions to reoccurring themes
  • Acting as a champion for delivering world-class service, being truly customer-centric and ensuring the company values are recognised in everything we do

This role reports to the Group Head of Customer Relations

About You

You are an experienced complaints handler in a high-pressured environment and manage the process of complaints management end to end, with a high level of customer service.

As a clear and confident communicator, you are able to demonstrate and apply emotional intelligence in challenging circumstances and converse with board level and senior stakeholders. You also have experience of working at high level, executive complaints.

Being able to utilise data to drive performance means you are able to be an advocate for change and process improvement.

Main Responsibilities

  • Manage a portfolio of complaints and feedback received into the CEO and Executive Team, ensuring a swift and satisfactory resolution is provided by the relevant teams and customers are kept fully informed
  • Build relationships across the Group with key stakeholders to provide support on challenging and complex cases and identify best practice to prevent re-occurrence of similar problems
  • Support the provision of world-class service recovery across the group, leading by example and living the company values at all times
  • Contribute to and take ownership of new processes and projects, developed and managed by the Group Customer Relations Team
  • Produce timely and accurate reporting, using analytical tools such as our in-house data insight systems and Excel
  • Highlight service improvement activities/projects by reviewing data trends to identify areas of risk, investigate root cause and provide recommendations for change
  • Contribute to the production of the monthly Board report and stakeholder reporting
  • Support Teams across the Group with the production of timely, personalised responses which balance the needs of customers, our people and FirstPort
  • Work closely with the Feedback Teams across the Group, to ensure a consistent approach to complaint management

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.

Our Values

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

Inventive – 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.

Respectful – 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.

Skilled – 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.

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

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.

Diversity

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
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