Customer Experience Team Leader

Firstport; Luton; On-site; GBP 28,000 - 42,000; Full time

Job summary

FirstPort is seeking a Customer Experience Team Leader in Luton to guide a high-performing customer service team and ensure top-quality responses for residents and customers. You will monitor call flow, set targets with the Customer Service Operations Manager and promote collaboration with Property/Development Managers to improve speed and quality of responses.

As a leader, you’ll coach staff, run meetings with performance analysis, and guarantee accurate verbal and written communications while

Qualifications

• Previous line management experience within a Customer Service role in a highly demanding environment.
• Experience in the property sector is desirable but not essential.
• Excellent communicator with the ability to motivate and engage the team.
• Fluency with MS packages and systems; comfortable maintaining administration and finance records electronically.

Responsibilities

• Continually monitor customer call flow to ensure waiting times meet targets.
• Organise and lead meetings providing analysis/charts of team performance.
• Ensure all verbal and written communication to customers is accurate and timely.
• Perform quality control assessments and deliver targeted improvements.
• Provide reports to the Customer Service Operations Manager on team progress.
• Lead and drive team performance, delegating workload and managing absences.
• Recruit, train, and develop team members with coaching and accountability.
• Ensure staff resource levels cover all required shifts.
• Provide leadership to maintain morale through one-to-one meetings and reviews.
• Monitor and manage Health & Safety, Site Inspections and Your Property Online.

Skills

Line management experience

Customer service excellence

Strong communication skills

IT literacy

Tools

MS Office Suite

Job description

Job description

Job Role: Customer Experience Team Leader

Location: Luton

Job Sector: Customer service

Hours: 35 per week

As customer service team leader, you will contribute to our vision of being the favourite residential property manager, as recognised by others by:

• Leading and supporting the customer service teams to deliver the highest level of service standards to all residents and customers
• Continually monitoring customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
• Encouraging and promoting collaborative working with Property / Development Managers to increase the quality and speed of customer responses

This role reports to the customer service manager.

About You

Previous line manager experience within a Customer Service role in which you are used to working in a highly demanding environment interfacing with a number of key departments.

You will be passionate about providing excellent customer service at all times and this will have been demonstrated through a proven track record. You may already work within the property sector, such experience and knowledge is desired but not essential.

An excellent communicator with the ability to motivate and engage your team which you demonstrate through your ability to effectively present meetings and drive your team to deliver results. Your verbal and written skills will be of a high standard.

IT savvy and are confident in using laptops / tablets. You are fluent in the different MS packages and systems as you will be efficient in maintaining administration and finance records electronically.

About Us

FirstPort is the UK’s leading residential property service provider, caring for 310,000 homes in England, Wales and Scotland, across 5,600 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,300 Resident Management Companies.

Main Responsibilities

• Continually monitor customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
• Organise and lead meetings providing analysis/charts of team performance in order to structure actions for performance improvement
• To ensure all verbal and written communication to customers is properly processed and responses issued in accordance with targets, our values and in line with the quality and standards set, creating a positive customer experience
• To carry out quality control assessments of work completed by the team, provide structured results and deliver targeted improvements set by the Customer Service Operations Manager
• To provide reports to the Customer Service Operations Manager on team and department progress and other requirements as required
• Lead and drive team performance and delivery, effectively delegating and organising workload appropriately and managing improvements to absence where necessary
• Recruit, train, monitor and develop team members, outlining the areas of accountability, providing coaching on areas of development and empowering ownership of problems through to resolution
• Ensure staff resource levels cover all required shifts within the wider Customer Service Team, providing optimum service to customers
• Provide effective leadership to motivate, engage and maintain morale within the team including one-to-one meetings, coaching, Performance Development Reviews and regular team briefings
• To ensure all work streams within the department are properly monitored and managed inclusive of Health & Safety, Site Inspections and Your Property Online

The Benefits

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