Role: Customer Excellence Team Leader
Location: New Milton
Salary: From £30,000 per annum plus benefits
Contract: Permanent
Hours: Monday to Friday – 9am to 5pm (37.5 hours per week)

REQUIRED SKILLS & QUALIFICATIONS:

• Strong leadership experience with a track record of managing teams and leading through periods of change.
• Skilled in setting, monitoring, and achieving individual and team KPIs in high-pressure, fast-paced environments.
• Committed to delivering exceptional service and fostering a positive, supportive team culture.
• Confident handling people-related issues in line with legal and company policies.
• Utilises data and insights to drive performance improvements and operational efficiency.
• Articulate communicator across all channels, with the ability to build relationships and resolve issues creatively.
• Highly organised, detail-oriented, and efficient in maintaining electronic records and administration.
• Confident with IT systems (Outlook, Excel, PowerPoint, cloud/web apps) and stays current with new technologies and digital tools.

As a Customer Excellence Team Leader, you will contribute to our vision by delivering a seamless experience whereby customers can effortlessly connect with us through a channel of their choice and expect a First Contact Resolution:

• Leading, coaching, and motivating the Customer Excellence colleagues within your team to deliver outstanding performance.
• Ensuring delivery of a first-class customer provision, delivering a positive customer experience, and encouraging First Contact Resolution.
• Delivering an effective and efficient service to internal and external customers, including contractors.
• Always role modelling a high standard of customer service and professionalism, with high levels of team engagement.
• Providing senior support to the Customer Excellence team, deputising for the Customer Excellence Manager, as appropriate

YOUR ROLE, YOUR IMPACT

As a Customer Excellence Team Leader, you will contribute to our vision by delivering a seamless experience whereby customers can effortlessly connect with us through a channel of their choice and expect a First Contact Resolution:

• Leading, coaching, and motivating the Customer Excellence colleagues within your team to deliver outstanding performance.
• Ensuring delivery of a first-class customer provision, delivering a positive customer experience, and encouraging First Contact Resolution.
• Delivering an effective and efficient service to internal and external customers, including contractors.
• Always role modelling a high standard of customer service and professionalism, with high levels of team engagement.
• Providing senior support to the Customer Excellence team, deputising for the Customer Excellence Manager, as appropriate.

KEY RESPONSIBILITIES:

• Team Leadership & Development: Lead, motivate, and support the Property Services team through regular 1:1s, coaching, performance reviews, and clear communication.
• Performance Management: Monitor and ensure team performance meets KPIs and service standards, taking corrective action where needed.
• Workload & Resource Management: Assign and organise workloads efficiently, ensuring service delivery meets daily operational demands.
• Customer Service Excellence: Ensure high standards of customer service through professional, courteous communication and timely issue resolution.
• People Development & Succession Planning: Identify talent, support individual growth, and create development plans to build team capability and plan for succession.
• Process Improvement: Regularly review workflows, department processes, and training materials to improve efficiency and the customer experience.
• Quality Assurance: Conduct quality assessments and provide feedback to drive continuous improvement across the team.
• Collaboration & Communication: Promote open communication and collaborative working with other departments to improve response quality and speed.
• Escalation & Issue Resolution: Handle complex complaints and escalations effectively, ensuring customer satisfaction and team learning.
• Recruitment & Onboarding: Recruit, train, and develop new team members, ensuring clear accountability and support from day one.

By joining us as a Customer Excellence Team Leader, 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