Customer Excellence Opportunities

Role: Customer Excellence Opportunities - All Levels (Evergreen Role)

Locations: Birmingham, Luton, Exeter & New Milton
Salary: Competitive, based on level and experience
Contract: Permanent
Hours: Monday–Friday, 9am–5pm (37.5 hours per week)

We are continually looking for talented professionals to join our Customer Excellence teams across multiple locations. Whether you’re starting your journey in customer experience or leading high‑performing teams, you’ll play a key part in delivering a seamless, high‑quality service to our residents, leaseholders and stakeholders. As an evergreen vacancy, we welcome applications at any time for the following roles:

• Customer Excellence Manager
• Property Services Specialist

If there’s no immediate match, strong candidates are considered for future openings.

Why First Port?

First Port, are on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be the
most 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 First Port’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

Property Services Specialist

As a Property Services Specialist, 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.

• 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.

• 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

As a Customer Excellence Manager, you will lead a team of up to 10 Property Services Specialists and champion a resident‑first culture. You will use data‑led insights to improve…