Customer Experience Champion - Frontline Support

Firstport; Worcester; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

Company pension

Referral programme

Store discount

Wellness programme

Job summary

FirstPort is recruiting a Customer Experience Specialist in Worcester to be the frontline for our customers, providing clear, empathetic communication and accurate information in line with our values.

You will handle inquiries, liaise with internal departments and contractors, and drive first-time resolutions while promoting our services. The role reports to the Customer Experience Team Leader within a team of up to 14 colleagues.

Qualifications

• Demonstrable experience of delivering an exceptional customer service.
• Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customer.
• Able to work with autonomy and as part of a wider team
• Efficient in maintaining administration and record keeping electronically
• Demonstrable ability dealing with problems and challenges effectively.
• Good knowledge of Health and Safety regulations.
• Ability to work under pressure, resilient, able to prioritise and manage time effectively.
• Excellent IT skills, social-media awareness and up to date with new technology.

Responsibilities

• Handle inbound customer contact in line with department service targets and taking a first contact resolution approach to provide timely answers owning customer queries through to completion wherever possible.
• To ensure written interactions are processed and responses issued in accordance with service level targets and quality standards.
• Closely liaise with, update and support our Property Managers to ensure customer and development issues deliver resolutions promptly, with courteous and helpful responses provided to customers and colleagues.
• Closely liaise with Contractors and Suppliers ensuring an open dialogue is maintained, complete information is provided, and all correspondence and queries are responded to appropriately.
• To communicate with teams, updating on a regular basis with important information on live events to successfully support customer queries.
• Raising maintenance orders and liaise with contractors as appropriate in relation to work required on a development including annual contract tendering and resolution of invoice queries.
• To ensure internal databases are updated accurately and regularly, to include any relevant documentation to be saved within the appropriate areas.
• To manage and document customer requests efficiently for the supply of keys, fobs and permits.
• Take credit/debit card payments ensuring all details are correct, secure and handled confidentially, according to company policy.
• Ensure all customer information is handled confidentially and in line with GDPR.

Skills

Customer service

Communication

Autonomy

IT skills

Health and Safety

Education

A-Level or equivalent

Tools

MS Office

CRM systems

Job description

FirstPort is recruiting a Customer Experience Specialist in Worcester to be the frontline for our customers, providing clear, empathetic communication and accurate information in line with our values.

You will handle inquiries, liaise with internal departments and contractors, and drive first-time resolutions while promoting our services. The role reports to the Customer Experience Team Leader within a team of up to 14 colleagues.