Role: Customer Excellence Specialist
Location: New Milton
Salary: From £24,000 per annum plus benefits
Contract: Permanent
Hours: Monday to Friday – 9am to 5pm (35 hours per week)

Required Skills & Experience:

• Experience in a customer service or support role, ideally within a high-volume or regulated environment.
• Passionate about delivering excellent service and resolving customer issues with empathy and professionalism.
• Strong written and verbal communication skills, with the ability to adapt to a range of customer needs.
• Well-organised and able to manage multiple priorities and tasks effectively.
• A proactive approach to problem-solving, with a willingness to learn and contribute to continuous improvement.
• Confident using customer service systems and technology (CRM systems, ticketing platforms, etc.).
• Experience in property services or housing is beneficial but not essential

YOUR ROLE, YOUR IMPACT

As a Customer Excellence Specialist, you will be at the heart of delivering an outstanding customer experience. You’ll work closely with Property Services Team Leaders and other specialists to ensure that every customer interaction reflects our commitment to quality, care, and putting people first. Your role will be key in supporting service delivery, identifying areas for improvement, and helping to drive a positive, customer-focused culture.

KEY RESPONSIBILITIES:

• Provide excellent customer service across various channels, ensuring all queries and issues are handled efficiently, empathetically, and within agreed service standards.
• Support the wider Customer Excellence team in achieving service delivery targets and KPIs by contributing to day-to-day operations.
• Escalate complex or unresolved issues to the appropriate team members or team leaders, ensuring timely and effective resolution
• Assist in reviewing and improving customer service processes by sharing feedback and suggestions for efficiency and service enhancements.
• Maintain accurate and up-to-date records, case notes, and documentation to ensure visibility and accountability.
• Contribute to team meetings and huddles, offering insight and feedback to support ongoing improvement and collaboration.
• Take ownership of individual tasks and customer interactions, ensuring a people-first approach in all actions.

• Help create and maintain training materials or customer service guides where needed to support consistency and knowledge sharing.

  Required Skills & Experience:

• Experience in a customer service or support role, ideally within a high-volume or regulated environment.

• Passionate about delivering excellent service and resolving customer issues with empathy and professionalism.
• Strong written and verbal communication skills, with the ability to adapt to a range of customer needs.
• Well-organised and able to manage multiple priorities and tasks effectively.
• A proactive approach to problem-solving, with a willingness to learn and contribute to continuous improvement.
• Confident using customer service systems and technology (CRM systems, ticketing platforms, etc.).
• Experience in property services or housing is beneficial but not essential.

By joining us as an Customer Excellence Specialist 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