Customer Excellence Manager

The job role
As Customer Excellence Manager you will contribute to our vision of being the UK’s favourite residential property manager by:

• Leading a team of Property Service Team Leaders and Specialists to deliver outstanding performance in all areas of the department
• Ensuring the team provide first class customer service; putting customers at the heart of what we do and delivering a positive customer experience that results in a First Time Resolution wherever possible
• Role modelling high levels of customer service and professionalism at all times
• Providing senior support to the customer excellence team, deputising for the Head of Customer Excellence, as appropriate.

This role reports to the Head of Customer Excellenceand has between 3-6 reports with up to 60 indirect colleagues.
Main Responsibilities

• Recruitment, selection, induction and ongoing development of Customer Excellence Team
• Ensure performance metrics are consistently achieved and appropriate actions taken to address any shortfall
• Facilitate a culture of open and honest 2-way communication in order to develop a highly engaged team; ensuring all relevant information is cascaded to the team and that regular team huddles take place
• Continually review and develop processes to reduce effort and optimise efficiency
• Proactively monitor and react to workload and workflow to ensure the delivery of agreed service standards, productivity and KPIs
• Provide senior support to the wider customer teams and manage case escalations within agreed timescales
• Update and review department processes and training materials in order to improve efficiencies and enhance the customer experience
• Empower teams to take ownership and encourage feedback to improve processes
• Developing a continuous improvement culture to identify root cause of failures and propose improvement
• Manage costs within area of responsibility to agreed budgets

About You
You are passionate about providing excellent customer service at all times and this will have been demonstrated through a proven track record of working in a customer service or service excellence role. You will be committed to providing a ‘people first’ experience to both your customers and your team. You will have strong organisational and administrive skills.
You will be already have the skills needed to analyse data and statistics to drive and improve performance. You are an excellent and articulate communicator with the ability to build influential and engaging relationships with customers and stakeholders which you demonstrate through your ability to connect with everyone you come into contact with. Your verbal and written skills will be of a high standard. You will be resolution focused and able to deliver solutions by understanding root cause analysis.
Property management is our thing; experience in this industry would be beneficial, but not essential.
Your ideal role will be a varied one, where you’re not stuck behind a desk all day; You enjoy working with people, driving performance and ultimately delivering the highest level of service for our residents.
Who are we?
FirstPort is the UK’s leading residential property service provider, caring for 330,000homes in England, Wales and Scotland, across 5,800 developments.
With over four decades of experience and 3,300 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, it has been awarded the British Safety Council’s prestigious Sword of Honour, is an accredited Safe Agent and belongs to The Property Ombudsman. FirstPort has also been named as one of the UK’s Top Employers by the Top Employers’ Institute for the last five consecutive years.
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 free parking, free fruit, 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.