Role: Client Account Manager
Location: Field Based (Southeast region)
Salary: Competitive Salary, Car Allowance and Benefits package
Contract: Permanent
Hours: Monday to Friday – 9am to 5pm (35 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 Client Account 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 Client Relationship Manager, you will be a key member of the Regional Growth Team reporting to the Regional Director, you will be the primary link between the company and our most valued clients, including national developers, RMCs and Freeholders. Your aim is to ensure they remain long-term partners who view us as their management partner of choice. You will proactively nurture these relationships, identify opportunities for organic growth, and ensure our service delivery consistently exceeds expectations.
Key Responsibilities:
- Develop deep, trust-based relationships with new and existing clients to ensure clients feel heard, valued, and confident in our management capabilities.
- Adopt a "client-first" mindset by initiating regular, meaningful touchpoints with Developers, RMC Directors, and Freeholders, conducting regular reviews both online and in person to ensure high satisfaction levels.
- Set the standard for client relationships from the mobilisation phase of new developments, ensuring strong client support from the outset.
- Deliver progress reports to Freeholders and Developer clients on agreed metrics and KPIs and ensure issues are resolved quickly and within agreed service levels, identifying and removing blockers as appropriate.
- Partner with internal teams (operational, customer service, service charge, and compliance) to provide a collaborative approach to complaint resolution.
- Proactively utilise client feedback to identify pain points early, turning potential service issues into opportunities for growth and process improvement.
- Be a role model for best practice complaint handling techniques and processes to deliver the right outcomes for customers and clients.
- Ensure that all client information and activity on our CRM database is maintained with accuracy to provide real-time, high-quality reporting on portfolio health.
- Assist in ongoing market research to inform strategy and identify emerging client opportunities.
- Support the Regional Director and Growth Team in delivering regional strategies, ensuring all account activity aligns with wider business objectives.
- Coach and develop colleagues across the business to deliver high quality, customer-centric outcomes and meet performance targets.
- Identify and report on actions and trends.
Required Skills and Qualifications:
- Experience of working in a customer service or account management role within residential property management.
- Strong understanding of the residential property sector, including market trends, customer and client needs and commercial drivers.
- Demonstrable knowledge of RMCs and Developer requirements.
- Excellent communication, negotiation, and presentation skills, with the ability to influence stakeholders at all levels.
- Strong relationship-building skills with a client-focused approach.
- Strategic mindset with strong commercial awareness and analytical capability.
- Proficient in Microsoft Office and CRM systems.
- TPI Level 2 qualification or above (preferred but not essential).
- Ability to be flexible across the Regional Growth Team and support where required
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.