Customer Advocate

Job Role

Customer Advocate

Luton

Customer Relations

35 hours per week, Monday to Friday

As the Customer Advocate, you will contribute to our vision of being the UK's favourite property manager by :

• Taking ownership of your customer’s issues using your balanced, can-do attitude to find a suitable resolution, with the support of your colleagues across the business
• Providing friendly, professional support to your customer, providing a resolution within 48 hours where possible and ensuring they are updated regularly
• Working with the wider Customer Support Team to create improvement initiatives to ensure the service failings aren’t repeated, driving a culture of continuous improvement

This role reports to the Customer Support Manager.

You'll have demonstrable experience of providing and implementing successful service recovery interventions and considerable customer service experience in a fast-paced, regulated environment.

Excellent communication skills with a high standard of spoken and written English are required for the role, as is the confidence to build relationships across a broad spectrum of departments.

Previous experience of responding to complaints via social media and live chat and experience of Salesforce applications preferable.

First Port is the UK’s leading residential property service provider, caring for 290,000 homes in England, Wales and Scotland, across 5,000 developments. With over four decades of experience and 4,000 employees, First Port works with developers, investors, freeholders and over 1,000 Resident Management Companies.

• Positively responding to a customer’s issue by phone, email or live chat, quickly and professionally, taking ownership of the customer’s experience through to satisfactory resolution and recording the interaction accurately on the customer’s account
• Working to the Service Level Agreements set within the First Port Service Recovery Process, providing resolutions within 48 hours with the support of colleagues across the business
• Building rapport with customers by treating them as an individual, using strong listening skills to really understand the cause of a customer’s issues
• Showing customers you care, showing empathy throughout and providing a suitable, balanced resolution which meets the customer’s needs and aligns with company expectations
• Building relationships across First Port with key stakeholders to enable solid working partnerships that are effective in quickly resolving challenging and complex cases
• Using your voice within the business to bring the customer to life and support improvement projects to prevent re-occurrence of similar problems
• Understanding the part you play in our mission to become the UK’s favourite property manager, leading by example and living the company values at all times

• Friendly – We look out for people’s best interests, and show them we care by dealing with them in a warm and friendly manner.
• Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.
• Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.
• Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.
• Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.

Our customers deserve the best and the same applies to our people. We’ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. 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…