Client Relationship Coordinator

Firstport; Luton; Hybrid; GBP 25,000 - 38,000; Full time

Job summary

FirstPort is seeking a Client Relationship Co-ordinator to manage key client accounts, act as the primary point of contact, and drive service improvements across multiple developments. The role requires exceptional communication at all levels and experience in client account management.

Hybrid working with travel to Luton when required, 35 hours per week, Monday to Friday. You will collaborate with internal teams to deliver timely information, strengthen relationships with freeholders,

Qualifications

• Experience in client relationship management within property/retail sectors is advantageous.
• Excellent communication skills, both written and verbal.
• Ability to work effectively under pressure and manage multiple priorities.

Responsibilities

• Serve as primary contact for client inquiries and requests.
• Build and sustain strong relationships with freeholders, developers and investors.
• Collaborate with internal teams to improve service delivery and reporting.
• Escalate client issues and drive rapid resolution and improvement.
• Contribute to cross-functional teams to solve client challenges and opportunities.
• Support proposals and pitches for existing clients with the BD team.

Skills

Proactive

Cross-functional collaboration

Board-level negotiation

Client relationship management

Creative problem solving

Multi-tasking

IT skills

Tools

MS Office

Job description

Job Role

Client Relationship Co-ordinator

Location

Hybrid working with travel to Luton when required

Hours

35 per week, Monday to Friday

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.