Customer Support Co-ordinator

Job Title:  Customer Support Coordinator

Location: Luton

Job Sector:  Customer Service

Contract:  Permanent

Hours: Monday to Friday, days and hours to be discussed at interview – 21 – 28 hours per week

It takes exceptional people to run an extraordinary company

When you join the contact centre at FirstPort, you become part of the personal connection that strengthens the relationship our customers have with FirstPort

Every interaction we have with our customers is another opportunity for us to enrich their experience. You will be spending time talking to customers, helping to ensure that they feel safe and happy in their home.

As a Customer Service Coordinator you will contribute to our vision of being the favourite  residential property manager, as recognised by others by:

• Being the first point of contact for customer communication providing a helpful, empathetic, knowledgeable and courteous experience in line with our values
• Ensure professional and efficient customer service to all internal departments

The role of Customer Service Coordinator reports to the Customer Service Team Leader

If you have the right skills to provide a great service directly to our customers come and join us.

About You

You have a passion for helping people and for being the solution that they need.  You enjoy working in a busy, and demanding environment, where you are able to partner with a number of key departments.

You have a high attention to detail, and are able to provide accurate and reliable information whilst being confident working with various MS packages as well as social media platforms and can use different systems simultaneously to enable you to work quickly and efficiently.

Your desire to be customer orientated means you are focused on improving service levels, and are able to engage and establish rapport with customers by using your excellent communication skills.

About Us

FirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples’ home.

Great property management is about more than just bricks and mortar. We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their full potential.

Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients.  They shape our culture and are used in measuring and rewarding performance.

Main Responsibilities

•Take inbound customer calls and correspondence in line with department service targets and taking a First Time Fix approach to provide timely resolution

•To actively promote business service offerings and alternative solutions to customers where appropriate

•To ensure written communication is processed and responses issued in accordance with targets set by the Customer Support Management Team

•Closely liaise with relevant Property Managers in order to ensure issues are resolved promptly and courteous and helpful responses are provided to customers and colleagues on an ongoing basis.

•Raise maintenance orders and liaise with contractors as appropriate in relation to work required on a development

•Ensure all systems are updated accurately and regularly inclusive of any relevant documentation to be saved within the appr