FirstPort is delighted that its Customer Service team and one of its high performing employees, Charlotte Perrott, were recognised for their stand-out performances at the ARMA ACE 2017 Awards.
Customer Service team – highly commended
FirstPort’s customer service team were highly commended in the Customer Service category at the awards ceremony, which celebrates excellence in the residential managing agent industry. This was, in part, due to the significant improvements and initiatives - such as accreditation by the Institute of Customer Service for its Customers FIRST training programme - implemented over the last two years to enhance customers’ experience resulting in:
• Annualised reductions of 26% in inbound emails and 30% in inbound calls, and turning around customer requests 35% quicker.
• A 47% reduction in live complaints cases across the organisation since March 2015.
Charlotte Perrott, Service Charge Accountant of the Year
Charlotte Perrott, who joined FirstPort straight after graduating from College eight years ago, was awarded the title of Service Charge Accountant of the Year. Charlotte is AAT qualified, an ACCA student member and plans to complete her IRPM in 2017.
A worthy winner, Charlotte was recognised for her exemplary interactions with customers at development surgeries where she answers residents’ queries in a friendly and empathetic manner; and when dealing with clients for her proactive, tenacious attitude and her comprehensive understanding of complex issues.
Charlotte was also recognised for her management skills. As Business Support Manager for a large team, she provides support and mentorship that has really made a difference to the team’s responsiveness and individual's career progression.
A developer client said of Charlotte: “Charlotte has evidenced her understanding of the minutiae and it is clear to us that she is committed to her role. She is proactive, diligent and delivers the level of service that we require, and she does it with a sense of friendliness that puts us at ease and which we truly value.”
Nigel Howell, FirstPort Chief Executive, said:
“I am extremely proud of both these significant achievements. Charlotte is a great example of a colleague who lives and breathes our company Values – Friendly, Inventive, Respectful, Skilled and Trustworthy - in her interactions with clients and customers to really make a difference.
I am thrilled that the focus on improving our customers’ experience by our customer service team has been recognised not only by ARMA but also by our customers, as we see increased positive feedback. We certainly intend to stay on this positive trajectory and build on the excellent foundations in place.”