Senior Customer Experience Lead – Property Services

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

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