Job Description

Role:

Customer Excellence Specialist

Location:

New Milton

Salary:

From 24,000 per annum plus benefits

Contract:

Permanent

Hours:

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

Why FirstPort?

FirstPort,

are on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be the

most trusted and professional residential property management company.

By joining us as an

Customer Excellence Specialist

you will play a pivotal role in achieving our vision:

Impactful Work:

You will directly support FirstPort's mission to elevate industry standards and provide an exceptional service to our customers.

Professional Growth:

With access to accredited training and development programmes, you will be empowered to reach your potential.

Supportive Environment:

We foster a culture where collaboration and innovation thrive, ensuring you feel valued and supported every step of the way.

A Future of Opportunity:

Be part of a forward-thinking organisation that is shaping the future of residential property management in the UK.

At the core of everything we do are our leadership principles:

Collaborative:

We work together, combining expertise to deliver outstanding outcomes for our customers

Consistent:

We deliver dependable results, building trust with customers and colleagues.

Simple:

We simplify the complex, ensuring our financial processes are straightforward and understood.

Clear:

We communicate with clarity, making information accessible and transparent to all stakeholders.

Your Role, Your Impact

As a

Customer Excellence Specialist

, you will be at the heart of delivering an outstanding customer experience. You'll work closely with Property Services Team Leaders and other specialists to ensure that every customer interaction reflects our commitment to quality, care, and putting people first. Your role will be key in supporting service delivery, identifying areas for improvement, and helping to drive a positive, customer-focused culture.

Key Responsibilities:

Provide excellent customer service across various channels, ensuring all queries and issues are handled efficiently, empathetically, and within agreed service standards. Support the wider Customer Excellence team in achieving service delivery targets and KPIs by contributing to day-to-day operations. Escalate complex or unresolved issues to the appropriate team members or team leaders, ensuring timely and effective resolution Assist in reviewing and improving customer service processes by sharing feedback and suggestions for efficiency and service enhancements. Maintain accurate and up-to-date records, case notes, and documentation to ensure visibility and accountability. Contribute to team meetings and huddles, offering insight and feedback to support ongoing improvement and collaboration. Take ownership of individual tasks and customer interactions, ensuring a people-first approach in all actions. Help create and maintain training materials or customer service guides where needed to support consistency and knowledge sharing.

Required Skills & Experience:

Experience in a customer service or support role, ideally within a high-volume or regulated environment. Passionate about delivering excellent service and resolving customer issues with empathy and professionalism. Strong written and verbal communication skills, with the ability to adapt to a range of customer needs. Well-organised and able to manage multiple priorities and tasks effectively. A proactive approach to problem-solving, with a willingness to learn and contribute to continuous improvement. Confident using customer service systems and technology (CRM systems, ticketing platforms, etc.). Experience in property services or housing is beneficial but not essential.

What's in it for you?

Our customers deserve the best and the same applies to our people. We will provide you with the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages depending on the grade of your role, such as private medical insurance, pension contributions and life assurance. In addition, 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, including discounted gym membership for all colleagues.

Diversity

We're committed to promoting diversity at FirstPort and recruit on merit. We will ensure we make any adjustments that we can to support both through the recruitment and on-boarding process.

Ready to make a difference?

If you're ready to take the next step in your career and make a difference we'd love to hear from you!



All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.



Join us at FirstPort, where we not only manage properties but strive to lead and transform the industry. Together, we can make a difference - for our customers, our colleagues, and the future of residential property management in the UK.

Elevate your career. Reset the standard. Join FirstPort.