Role: Resolution Specialist
Location: Luton
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 an Resolution Specialist, 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 Resolution Specialist, you'll play a pivotal role in delivering fair and positive outcomes for our customers by taking ownership of complex complaints from start to finish. You'll act as a trusted expert, working collaboratively with stakeholders across the business to drive effective resolutions, ensure regulatory compliance, and continuously improve the customer experience. Through coaching, guidance, and role modelling best practice, you'll empower colleagues to deliver exceptional service while representing our brand with professionalism, integrity, and care.
Key Responsibilities:
1. Resolution Leadership & Ownership
- Role model best practice complaint handling techniques and processes to ensure compliance and deliver the right outcomes for customers and clients.
- Ensure complaint responses reflect clarity, ownership and show we care.
- Deliver high quality, customer-centric outcomes and meet performance targets.
2. Stakeholder Management
- Partner with operational teams, customer service, service charge, and compliance within area of responsibility to provide a collaborative approach to complaint resolution.
- Lead regular surgeries to ensure customers issues are resolved quickly and within agreed service levels, identifying and removing blockers as appropriate.
- Identify and report on complaint trends.
3. Team Development & Performance
- Support the resolution leads ensuring adherence to SLAs, regulatory deadlines, and efficient running of end-to-end customer journeys.
- Deputise for the Customer Resolution Leads as/when required.
- Support continuous improvement through root cause analysis, process updates, and proactive identification of system or process issues.
- Coach and develop the wider specialist teams to become expert problem-solvers and customer advocates.
- Foster a culture of learning, ownership, and continuous improvement both in the team and wider operational teams.
- Meet goals and KPIs focused on resolution quality, customer outcomes, and insights shared.
4. Governance & Reporting
- Ensure compliance with complaints handling regulations and internal policies.
5. Success Measures / KPIs
- Reduction in repeat complaints or recurring themes.
- Improved complaint resolution time with high customer satisfaction.
Required Skills and Qualifications:
- Experience of working in a customer service environment.
- Experience in complaint handling.
- Excellent communication and stakeholder engagement skills.
- Ability to be flexible across the complaints 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.