Customer Service Advisor

FirstPort Property Services
£18000/annum + benefits
12 Apr 2018
21 Apr 2018
Contract Type
Full Time
Customer Service Advisor


Closing date: 25th April

As a Customer Service Advisor you will be proactive, efficient, friendly and courteous, to work as part of the Customer Service Team with a shared passion to deliver an exceptional customer experience for all internal and external customers.

Who'll you report to:

Reports to Customer Service Team Leader.

What you’ll be doing:

Take ownership for, and resolve all customer enquires in line with the department service targets, aiming to resolve issues at first point of contact.

Actively promote business service offerings and alternative solutions to customers where appropriate

Ensure written communication is processed in line with agreed standards and targets as defined by the management team.

Closely liaise with appropriate departments/field based team in order to resolve customer issues promptly, courteously and in a helpful manner. Keeping the customer informed on progress made.

Provide exceptional levels of service to all customers (internal and external) on a consistent basis

Ensure internal databases are updated accurately and regularly, inclusive of any relevant documentation to be saved within the appropriate area.

Ensure that customer requests for information meet Data Protection Legislation and business process.

What you’ll be responsible for:

Consistently maintaining the highest standards of communication (verbal and written)

Delivering exceptional levels of customer service to all customers (internal and external) consistently

Achieving and exceeding individual and department targets

Continually looking at ways to improve processes and customer service offering

What will you be like?


Essential: Minimum of 5 GCSE’s including English & Maths grade C or above or equivalent

Desirable: Qualified IRPM Part1 or Customer Service qualification



Minimum of 1 years experience in a Customer Contact Centre environment providing both verbal and written communications with customers

Experience od working in a busy and highly demanding environment interfacing with a number of key departments.


Desirable: an understanding of the Property Management sector.

Technical skills


Familiar with Microsoft Office Programs

Excellent verbal and written communication skills is essential

Strong call handling management including call closure is desirable

Personal qualities

Checks for accurate and reliable information before providing advice or making a decision, building trust in others and customers

Fully checks information and understanding, readily asking questions before attempting to solve complex problems

Takes responsibility for job accountabilities and communication with others. Accepts feedback from others in order to develop own skills

Organises and prioritises workload effectively

Demonstrates excellent communication skills that engage customers, verbally and in writing, adopting a professional, approachable attitude and recognising the different approach for both internal and external customers

Establishes rapport with customers, by active listening to understand their needs and communicating in a clear, concise and professional manner.

Strong customer focus, continually striving to provide a consistent level of service and exceed customer expectations

Demonstrates self-discipline and flexibility as well as resilience in the face of conflicting demands on time, workload and customer satisfaction

Strives to achieve excellence through constantly monitoring own progress towards achieving targets and milestones, rescheduling and reorganising when necessary.

Enhances communication by adapting an empathetic approach, using a style language and explanations appropriate to the customer.

About Us

FirstPort is one of the largest and most experienced property managers in the UK, employing more than 3,300 people, of which 2,500 work at the developments we manage. We work across the residential property services market and provide a range of services through our diverse range of FirstPort brands. We manage over 3,700 developments, with national scale to set us apart for delivering genuine value-for-money services.

We also know that great property management is about more than just bricks and mortar. Many people rely on us so they can enjoy their homes, safe in the knowledge that we will be there if they need us. Caring about people is at the core of what we stand for as a business