External Job Advert Job role: Customer Experience Team Leader Location: Leicester Hours: 35 Hours Per Week Monday- Friday Salary: GBP26,500 per annum plus company benefits The job role As customer experience team leader, you will contribute to our vision of being the leading residential property manager, as recognised by others by: Leading, coaching and developing the customer service teams to deliver outstanding performance; Ensuring the provision of the highest level of service standards to all residents and customers; Continually monitoring customer call flow to ensure that waiting times meet required targets; Encouraging and promoting collaborative working with Property / Development Managers to increase the quality and speed of customer responses; Demonstrating and delivering a high standard of customer service and professionalism at all times, with high levels of team engagement; Providing senior support to the customer service team, deputising for the Contact Centre Manager, as required. This role reports to the customer service manager. About You Previous line manager experience within a Customer Service role in which you are used to working in a highly demanding environment interfacing with a number of key departments. An excellent communicator with the ability to motivate and engage your team which you demonstrate through your ability to effectively present meetings and drive your team to deliver results. Your verbal and written skills will be of a high standard. You will be passionate about providing excellent customer service at all times and this will have been demonstrated through a proven track record. You may already work within the property sector, such experience and knowledge is desired but not essential. IT savvy and are confident in using laptops / tablets. You are fluent in the different MS packages and systems as you will be efficient in maintaining administration and finance records electronically. Who are we? FirstPort is the UK s leading residential property service provider, caring for 330,000 homes in England, Wales and Scotland, across 5,800 developments. With over four decades of experience and 3,300 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, it has been awarded the British Safety Council s prestigious Sword of Honour, is an accredited Safe Agent and belongs to The Property Ombudsman. FirstPort has also been named as one of the UK s Top Employers by the Top Employers Institute for the last five consecutive years. 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