Frontline Customer Experience Specialist

Firstport; Luton; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Exclusive discounts

Job summary

FirstPort is seeking a Customer Experience Specialist in Luton to be the frontline of our brand, delivering empathetic, knowledgeable service and resolving customer queries efficiently. You will coordinate with Property Managers and Contractors to ensure timely resolutions and maintain accurate records using multiple systems.

Strong communication and GDPR awareness are essential. The role operates Monday to Friday, 35 hours per week, reporting to the Customer Experience Team Leader within a team

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 and clients with a resolution focused mentality, creative in your approach.
• 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 in order 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 in order 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

Exceptional customer service

Confident communicator

Autonomy and teamwork

Administration and record keeping

Problem solving

Health and safety knowledge

Ability to work under pressure

IT skills and social media awareness

Tools

MS Office

Various systems

Job description

FirstPort is seeking a Customer Experience Specialist in Luton to be the frontline of our brand, delivering empathetic, knowledgeable service and resolving customer queries efficiently. You will coordinate with Property Managers and Contractors to ensure timely resolutions and maintain accurate records using multiple systems.

Strong communication and GDPR awareness are essential. The role operates Monday to Friday, 35 hours per week, reporting to the Customer Experience Team Leader within a team