Role: Complaints Handler (25741)
Location: Birmingham
Salary: Competitive salary, plus benefits
Contract: Permanent
Hours: Monday to Friday – 9am to 5pm (37.5 hours per 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 Complaints Handler 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 Complaint Handler, you will play a pivotal role in ensuring that customer complaints are resolved promptly, efficiently, and to the highest satisfaction of our customers. You will be responsible for overseeing the complaint resolution process and implementing strategies to improve overall customer satisfaction.
Key Responsibilities:
- Investigate complaints thoroughly, gathering relevant information and communicating with relevant departments or stakeholders.
- Providing guidance, support, and training as needed to other complaint handlers within the team.
- Review and assess customer complaints to determine appropriate resolution strategies.
- Develop and implement procedures and protocols for handling complaints effectively and efficiently.
- Liaise with other departments to address systemic issues identified through the complaints process.
- Monitor complaint trends and provide regular reports and analysis to management.
- Ensure compliance with regulatory requirements and internal policies related to complaint handling.
- Continuously seek opportunities to improve the complaint handling process and enhance customer satisfaction.
- Foster a culture of empathy, professionalism, and customer-centricity within the complaint handling team.
Required Skills & Qualifications:
- Strong understanding of complaint handling best practices, regulations, and industry standards.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and stakeholders at all levels.
- Exceptional problem-solving abilities and attention to detail.
- Ability to remain calm and composed under pressure and to handle challenging situations with empathy and professionalism.
- Proficiency in relevant software applications and tools for complaint tracking and reporting.
- Strong organisational and time management skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
- Commitment to upholding the values and principles and delivering the highest standards of service to our customers.
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.