Property Services Specialist - Customer Excellence

FirstPort; Birmingham; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Pension contributions

Life assurance

Exclusive discounts

Discounted gym membership

Job summary

FirstPort in Birmingham is seeking a Customer Services Specialist (Property) to deliver outstanding service to residents. You’ll handle inbound contacts, resolve issues at first contact where possible, and work closely with Property Managers to maintain high service standards.

You'll join the Customer Excellence team, benefit from accredited training, and grow within a forward-thinking property management business committed to elevating industry standards in the UK.

Qualifications

• Confident and clear communication skills, both verbal and written, with the ability to build relationships and find solutions.
• Ability to work independently or as part of a team.
• Effective problem‑solving skills and the ability to overcome challenges.
• Good understanding of Health and Safety regulations.
• Ability to work under pressure with strong time‑management and prioritisation skills.
• Strong IT skills, awareness of social media, and confidence using new technology.
• Property management experience is an advantage, but full training will be provided.

Responsibilities

• Handle inbound customer contacts professionally, aiming for first contact resolution.
• Take ownership of queries through to completion, ensuring smooth handoffs where needed.
• Work closely with Property Managers to resolve customer and development issues.
• Meet service level and quality targets across all interactions.
• Communicate effectively with contractors and suppliers, providing full and accurate information.
• Categorise customer contact accurately to support service improvement initiatives.
• Share relevant updates with internal teams to support query resolution.
• Raise maintenance orders and coordinate contractor activity, including tendering and invoice queries.
• Maintain accurate records across internal systems.
• Manage key, fob and permit requests efficiently.
• Process card payments securely and in line with policy.
• Handle all customer information in compliance with GDPR.

Skills

Confident communication

Clear written communication

Relationship building

Independent / team work

Problem solving

Health & Safety awareness

IT skills / technology use

Job description

FirstPort in Birmingham is seeking a Customer Services Specialist (Property) to deliver outstanding service to residents. You’ll handle inbound contacts, resolve issues at first contact where possible, and work closely with Property Managers to maintain high service standards.

You'll join the Customer Excellence team, benefit from accredited training, and grow within a forward-thinking property management business committed to elevating industry standards in the UK.