Role: Customer Experience Manager
Location: Luton
Salary: Competitive Salary plus benefits
Contract: Fixed Term
Hours: Monday-Friday 9am-5pm
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 Experience Manager 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 Excellence Manager in the property management sector, you will play a critical role in delivering a seamless, responsive, and high-quality service experience for residents, leaseholders, and stakeholders. You will lead a team of up to 10 Property Service Specialists, fostering a culture of accountability, continuous improvement, and first-time resolution.
Using data-driven insights and root cause analysis, you will proactively identify operational inefficiencies, streamline service delivery, and support implementation of process enhancements that reduce escalations, increase resident satisfaction, and drive long-term service excellence.
This role reports directly to the Customer Excellence Director – Central London and demands a visionary, proactive, empathetic, and performance/results-driven leader.
Key Responsibilities:
- Lead High-Performing Teams: Inspire, coach, and develop a team of Property Service Specialists to deliver outstanding service across all contact channels, ensuring customer needs are met efficiently and professionally.
- Root Cause Analysis & Continuous Improvement: Use complaints, service data, and trend analysis to identify and resolve underlying issues in service delivery—minimising repeat contacts and enhancing resident experience through targeted process improvements.
- Customer Resolution Ownership: Promote and embed a First Contact Resolution culture, particularly for maintenance queries, service charge concerns, and property-related complaints/queries. Personally handle complex or escalated cases with a focus on fair and timely resolution.
- Performance Management: Monitor KPIs (e.g. response times, resolution rates, resident satisfaction) and take decisive action to address shortfalls. Drive productivity while ensuring quality is never compromised.
- Workflow Oversight: Manage real-time demand and team capacity to maintain service levels during peak periods, ensuring prompt resolution of reactive repairs and compliance queries.
- Collaboration Across Functions: Partner with Operations, SCA, and other internal departments to resolve systemic issues and ensure smooth communication across departments, always advocating for the resident experience.
- Team Development & Engagement: Facilitate onboarding, continuous training, and personal development plans to build a skilled, motivated, and knowledgeable team that thrives in a fast-paced property environment.
- Service Standards & Compliance: Uphold the highest standards in service etiquette, professionalism, and regulatory compliance (e.g., GDPR, housing regulations), reinforcing company policies and property management best practices.
- Communication & Leadership: Ensure transparent, timely updates to your team through daily huddles, one-to-ones, and feedback channels. Champion open dialogue and continuous feedback from colleagues and customers alike.
- Cost and Resource Management: Manage team performance and resources within budget, identifying opportunities for cost savings through process efficiency and reduced repeat contacts.
Skills & Qualifications:
- Proven strong leadership experience in customer service, preferably within residential or commercial property management, housing, or FM environments
- Deep understanding of the unique challenges in managing resident expectations, property repairs and service charge queries
- Expertise in root cause analysis and process improvement, with measurable results in reducing complaints and increasing efficiency
- Skilled in building high-performing teams, coaching talent, and driving engagement
- Strong grasp of operational metrics and ability to convert data into service improvements
- Excellent written and verbal communication, with confidence in handling residents, landlords, contractors, and senior stakeholders
- Passion for service excellence, compliance, and creating a resident-first culture
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.