Customer Experience Team Lead – Property Services

Firstport; Luton; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Exclusive discounts on extra benefits

Competitive salaries

Job summary

FirstPort is seeking a Customer Experience Team Leader in Luton to guide a dedicated team in delivering top-tier resident and customer service. The role involves leading the team, monitoring call flow, and collaborating with managers to improve response quality and speed.

You will report to the Customer Service Manager and bring a proven track record in a demanding customer service environment, with strong communication and IT skills. 35 hours per week on-site.

Qualifications

• Experience leading a customer service team in a demanding environment.
• Proven track record of delivering excellent customer service.
• Strong communication skills, both verbal and written.
• IT savviness and ability to manage administration systems.

Responsibilities

• Lead and develop the customer service team to achieve high service standards.
• Monitor call flow and ensure waiting times meet targets.
• Collaborate with Property/Development Managers to improve response quality and speed.
• Prepare and present team performance analyses and action plans.
• Provide reports to the Customer Service Operations Manager on progress.
• Coach and develop team members, covering scheduling and workload.

Skills

Team leadership

Customer service

Performance monitoring

Report generation

Stakeholder collaboration

MS Office

Communication skills

Training & coaching

Tools

MS Office

Job description

FirstPort is seeking a Customer Experience Team Leader in Luton to guide a dedicated team in delivering top-tier resident and customer service. The role involves leading the team, monitoring call flow, and collaborating with managers to improve response quality and speed.

You will report to the Customer Service Manager and bring a proven track record in a demanding customer service environment, with strong communication and IT skills. 35 hours per week on-site.