Role: Customer Service Specialist
Location: Glasgow
Salary: From £23,000 per annum plus benefits
Contract: Permanent
Hours: Monday to Friday 9am-5pm (35 hours a week)
Why FirstPort?
FirstPort, 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 as a Customer Service 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.
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
As a Customer Service Specialist, you will be the first point of contact for our customers, delivering expert, timely, and professional support across all communication channels — including phone, email, WhatsApp, and web chat — in line with our company values. You will also provide efficient and solution-focused support to internal teams, particularly our Property Managers, ensuring queries are resolved in line with agreed service standards and guidelines.
Key Responsibilities:
- Professional handling of all inbound customer contact to achieve a first contact resolution wherever possible
- Own customer queries through to completion ensuring a seamless hand-off, where this is not possible
- Closely liaise with, update and support our Property Managers in order to ensure customer and development issues deliver resolutions promptly, with courteous and helpful responses provided to customers and colleagues
- Ensure all customer and colleague interactions are managed in accordance with service level targets and quality standards
- Closely liaise with Contractors and Suppliers ensuring any open dialogue is maintained, complete information is provided, and all correspondence and queries are responded to appropriately
- Accurate categorisation of all contact to enable the delivery of insights to understand friction points and opportunities for service improvements
- Communicate with teams, updating on a regular basis with important information on live events in order to successfully support customer queries
- Raise maintenance orders and liaise with contractors as appropriate in relation to work required on a development including annual contract tendering and resolution of invoice queries
- Ensure internal databases are updated accurately and regularly, to include any relevant documentation to be saved within the appropriate areas
- Manage and document customer requests efficiently for the supply of keys, fobs and permits
- Take credit/debit card payments ensuring all details are correct, secure and handled confidentially, according to company policy
- Ensure all customer information is handled confidentially and in line with GDPR
Skills & Qualifications:
- Demonstrable experience of delivering an exceptional customer service
- Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customer and clients with a resolution focused mentality, creative in your approach
- Able to work with autonomy and as part of a wider team
- Efficient in maintaining administration and record keeping electronically
- Demonstrable ability dealing with problems and challenges effectively
- Good knowledge of Health and Safety regulations
- Ability to work under pressure resilient, able to prioritise and manage time effectively
- Excellent IT skills, social-media awareness and up to date with new technology
- Property Management Experience desired but not essential as full training will be provided
What’s in it for you?
Our customers deserve the best and the same applies to our people. We will provide you with the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages depending on the grade of your role, such as private medical insurance, pension contributions and life assurance. In addition, 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, including discounted gym membership for all colleagues.
Diversity
We’re committed to promoting diversity at FirstPort and recruit on merit. We will ensure we make any adjustments that we can to support both through the recruitment and on-boarding process.
Ready to make a difference?
If you’re ready to take the next step in your career and make a difference we’d love to hear from you!
All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.
Join us at FirstPort, where we not only manage properties but strive to lead and transform the industry. Together, we can make a difference – for our customers, our colleagues, and the future of residential property management in the UK.
Elevate your career. Reset the standard. Join FirstPort.