Customer Services Specialist (Property)

Role: Customer Services Specialist (Property)

Location: Luton, Bedfordshire

Salary: Competitive salary, based on level and experience plus benefits

Contract: Permanent

Hours: Monday to Friday – 9am to 5pm (37.5 hours per week)

Why FirstPort?

FirstPort, are on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be themost trusted and professional residential property management company.

By joining us in the Customer Excellence team , you will play a pivotal role in achieving our vision:

• Impactful Work: You will directly support FirstPort’s mission to elevate industry standards and provide an exceptional service to our customers.
• Professional Growth: With access to accredited training and development programmes, you will be empowered to reach your potential.
• Supportive Environment: We foster a culture where collaboration and innovation thrive, ensuring you feel valued and supported every step of the way.
• A Future of Opportunity: Be part of a forward-thinking organisation that is shaping the future of residential property management in the UK.

At the core of everything we do are our leadership principles:

• Collaborative: We work together, combining expertise to deliver outstanding outcomes for our customers
• Consistent: We deliver dependable results, building trust with customers and colleagues.
• Simple: We simplify the complex, ensuring our financial processes are straightforward and understood.
• Clear: We communicate with clarity, making information accessible and transparent to all stakeholders.

Your Role, Your Impact

As a Customer Services Specialist within Property Services, you’ll provide exceptional customer service and ensure residents can effortlessly connect with us, receiving accurate and timely support. You’ll focus on first contact resolution and deliver a frictionless experience across all channels.

Key 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 & 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

What’s in it for you?

• private medical insurance
• pension contributions
• life assurance
• exclusive discounts on extra benefits
• discounted gym membership for all colleagues

Diversity

We’re committed to promoting diversity at FirstPort and recruit on merit. We will ensure we make any adjustments that we can to support both through the recruitment and on-boarding process.

All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.

Join us at FirstPort, where we not only manage properties but strive to lead and transform the industry. Together, we can make a difference – for our customers, our colleagues, and the future of residential property management in the UK.

Elevate your career. Reset the standard. Join FirstPort.

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