Client Relationship Coordinator

FirstPort; Luton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading property management company seeks a Client Relationship Co-ordinator to enhance client satisfaction and drive growth. This hybrid role involves collaboration with various teams to improve client relationships and operational efficiency. Ideal candidates are proactive communicators with problem-solving skills and a commitment to client service excellence.

Benefits

Competitive salaries

Range of benefit packages

Exclusive discounts

Training and support

Qualifications

• Exceptional communicator with customer and client-facing experience.
• Demonstrable client account management skills.
• Ability to work effectively under pressure.

Responsibilities

• Managing client email inboxes and responding promptly to requests.
• Building strong relationships with freeholder, developer and/or investor clients.
• Ensuring service delivery improvements for clients.

Skills

Communication

Client Management

Problem Solving

Negotiation

Collaboration

IT Skills

Job description

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Job Role: Client Relationship Co-ordinator

Location: Hybrid working with travel to Luton when required

Hours: 35 per week, Monday to Friday

As the Client Relationship Co-ordinator, you will contribute to our vision of being the UKs favourite property manager by:

• Assisting with client relationship management with freeholder, developer and/or investor clients, that sit within your division strengthening our existing relationships to ensure client satisfaction.
• Working for the Client Relationship Manager in conjunction with the Divisional or Operations Director for the division, to help to grow our market share of business from our existing freeholder, developer and/or investor clients.
• Working across and collaboratively with all other divisions to inform client reporting, enquiries, and updates where divisional clients have stock in other divisions.

About You

You are an exceptional communicator at all levels and have Customer & Client facing experience and demonstrable client account management skills.

With your capable hands-on problem-solving skills, you have the ability to generate ideas and solutions, and collaborate with a wide range of internal and external specialisms

You have the ability to work effectively under pressure and to manage both long and short term workstreams and priorities

About Us

FirstPort is the UK’s leading residential property service provider, caring for 290,000 homes in England, Wales, and Scotland, across 5,000 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,000 Resident Management Companies.

Main Responsibilities

• Operating as point of contact for all matters specific to our clients. Managing client email inboxes and responding promptly to each client requests.
• Building and maintaining strong, long-lasting relationships with freeholder, developer and/or investor clients.
• Liaising with internal colleagues to deepen and strengthen the client relationship and ensuring clients receive the right information at the right time whilst challenging the status quo within your operational teams to ensure service delivery improvements are delivered to and for the client.
• Escalating concerns or issues raised by clients and working with internal colleagues to ensure rapid resolution and service improvement.
• Engage in a peer team to ensure consistency of standards, processes and reporting across all FirstPort clients.
• Forming cross-functional teams to solve specific, enduring, and complex problems to ensure service improvement for clients and their customers.
• Strengthening relationships with our freeholder, developer and/or investor clients to unlock new business opportunities from our existing client base and grow our market share.
• Implementing agreed best practice account management processes, in line with our digital transformation programme.
• Working closely with BD Team to produce and support proposals and pitches for any existing clients
• Building knowledge of client portfolios and ensuring in-depth understanding of key industry and client-specific challenges and opportunities.
• Producing robust and timely reporting in line with client requirements.
• Using judgement to react appropriately and responsively to answer client requests and provide information, advice and support as required.
• Gathering information and producing reporting in line with client requirements.
• Working closely with the Ops Managers/Regional teams, attending meetings, and producing minutes as required.

Skills and Experience

• Proactive and positive attitude to problem solving
• Ability to influence and collaborate with cross-functional colleagues to reach positive resolution to client issues
• Confident negotiating with and presenting to board-level clients and colleagues
• Commitment to deliver excellent results for clients
• Ability to build strong relationships with clients, and influence and advise appropriately (strong experience in property management an advantage)
• A flair for thinking creatively to solve issues and a desire to differentiate from the norms of the property sector
• Capable multi-tasker and enjoys working in a busy and varied environment
• Excellent IT skills and up to date with digital innovation and new technology
• Excellent written and verbal communication skills and a high level of attention to detail.

The Benefits

Our customers deserve the best and the same applies to our people. We’ll support you with all 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 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.