Customer Experience Specialist

Customer Experience Specialist focuses on handling inbound customer contact in line with department service targets and taking a first contact resolution approach to provide timely answers owning customer queries through to.

What the role involves

• Handling inbound customer contact in line with department service targets and taking a first contact resolution approach to provide timely answers owning customer queries through to.
• To ensure written interactions are processed and responses issued in accordance with service level targets and quality standards.
• Support our Property Managers in order to ensure customer and development issues deliver resolutions promptly, with courteous and helpful responses provided to customers and collea.
• Closely liaise with Contractors and Suppliers ensuring an open dialogue is maintained, complete information is provided, and all correspondence and queries are responded to appropr.
• To communicate with teams, updating on a regular basis with important information on live events in order to successfully support customer queries.
• Raising maintenance orders and liaise with contractors as appropriate in relation to work required on a development including annual contract tendering and resolution of invoice qu.

Skills and requirements

• Demonstrable experience of delivering an exceptional customer service.
• Able to build relationships with all types of customer and clients with a resolution focused mentality, creative in your approach.

Confirmed role details

• Monday to Friday (35 hours per week).
• Provide professional and efficient customer service to all internal departments and contractors.
• Provide first time resolutions and actively promote business service offerings to our customers – being the frontline of our brand.
• This role reports to the Customer Experience Team Leader, working within a team of up to 14 colleagues.

Additional role context

• Port is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples’ home.
• Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients.