Service Improvement Executive

External Job Advert
Job role: Service Improvement Executive
Location: New Milton OR Luton 
Hours: Monday- Friday 9am-5pm
Salary: From £24,000 per annum 
 
The job role
As the Service Improvement Executive you will contribute to our vision of being the UKs leading property manager by delivering prompt and resolution-focused responses to complaints from both the Managing Director and executives.
Your role involves distinguishing between complex and minor queries, ensuring appropriate triage for effective resolution.
The ideal candidate possesses a robust understanding of property management and embraces an investigative mindset, demonstrating a passion for problem-solving and a commitment to understanding the root causes of issues. Strong communication skills are paramount, as you will actively engage with customers to address and resolve their challenges.
Responsibilities:

•  Ensure prompt and accurate responses to customer emails addressed to the Managing Director and executive directors.
• Determine the most appropriate person to handle specific inquiries and delegate tasks accordingly.
•  Collaborate with business complaints teams and senior management to allocate tasks for individual cases.
• Oversee the entire case management process, ensuring all cases are effectively and efficiently resolved.
• Personally manage selected cases, ensuring swift and appropriate responses on behalf of the Managing Director or Executives.
• Develop expertise in handling cases to contribute to the efficient resolution process.
• Investigate with or without input from PM to understand the best resolution for the customer.
• Generate reports highlighting complaint areas and trends affecting individual businesses.
• Support Service Improvement lead with case reviews and service reviews on large developments or challenging sites.
• Work towards early resolution of customer complaints, contributing to the enhancement of overall customer satisfaction.

Requirements:

• Proven experience in customer relations or complaint management or strong knowledge of property management and looking for a fresh challenge.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Detail-oriented with a focus on accuracy.
• Proficiency in data analysis tools and reporting software.
• Ability to collaborate effectively with cross-functional teams.
• Commitment to upholding a professional image and instilling confidence in customer interactions.

Who are we?
FirstPort is the UK’s leading property management company, caring for our customers’ homes across England, Wales and Scotland. With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies. 
 
FirstPort is a member of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS).  As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman.
Why choose us?
By joining us, you will work with industry professionals who are committed to providing the highest levels of customer service, as well as ensuring we put our people first.
The benefits of working with us can include free parking, free fruit, discounted gym membership, a true work-life balance and the opportunity of growth and progression. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.
We’re committed to promoting diversity at FirstPort and recruit on merit. We are an inclusive employer that prides itself in being so diverse.
What’s next?
To start your application for this role we will ask you to upload your CV and answer a few questions.
Our recruiters will work with our managers to review your CV. If unsuccessful you will be notified. If you meet the criteria for the role, we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager.