20 June 2025
At The FirstPort Group, we’ve regionalised our business to bring our customer service closer to the communities we operate across.
We are now split into four dedicated regions, each led by an experienced Operations Director. This structure enables our teams to take ownership and tailor our approach to meet local needs.
We spoke with colleagues across our South East team about the regionalised structure and the positive difference it has had on the service delivered to customers.
Charles Soyinka, Senior Associate Director
“I have 15 years’ experience in property management, having started as an Assistant Estate Manager to now working as a Senior Associate Director. The recent regionalisation has allowed us to introduce a series of meeting days between the operation teams and support functions such as major works, finance and customer service teams. By having specific regional teams, we have built local knowledge of our key clients, RMCs, and customers. This allows us to provide a better customer journey and experience. We have tailored our offerings and services and gained a deeper understanding of customer needs, and improved customer satisfaction.”
Nicola Hussey, Service Charge Accountant Team Leader
“This is my twelfth year in property management, with experience in areas including credit control, billing, bank reconciliations, and service charge accounts. I enjoy sitting in the office with the teams, working through accounts and questions they have, and I love being able to pass on knowledge to others. The regional approach has enabled greater collaboration and ensures each team can speak with the right person for a quick resolution.”
Grace Blunden, Regional Coordinator
“In my role as a Regional Coordinator, I work closely with the Customer Excellence team and Service Charge Accounting. It has been great seeing the office develop in New Milton in such a short space of time. Having dedicated people to go to that understand how our region works is much more efficient, and it’s much easier and quicker to get hold of someone who can help.”
Natalia Siron, Property Manager
“Since we’ve regionalised the business, we’ve reduced travel time and costs, which allows us to spend more time delivering a service rather than commuting. The flexibility and responsiveness we now have are a major plus. I’m more available to customers both online and in person, which has allowed me to increase my on-site presence – something residents often highlight and really value.”
Olayemi Olawepo, Property Service Specialist
“I have worked in Property Management for around 10 years, having worked across roles in customer support, customer service and administration. At FirstPort, we work in synergy, ensuring the smooth running of the business and learning through challenges faced in different regions. Regionalisation helped the way I work, as it brings the business closer to the customer. It has also improved the quality of service.”
Rebecca Kirwan-Devlin, Property Service Specialist
“Working within a specific region allows me to become well-acquainted with the properties and customers I support, leading to consistent and responsive service. I appreciate the opportunity to build personal connections with local colleagues and contractors, which enables us to work more efficiently. Drawing on shared experiences, we can better support our customers and respond swiftly to their needs.”
If you would like to explore a career at FirstPort, head over to the FirstPort careers page or contact: careers@firstport.co.uk
