Customer Experience Manager

  • South West of England
  • Vollzeit
  • unbefristet

Deine Aufgaben

 
  • Coaching & mentoring the Customer Experience Coordinators
  • Plan and support Training and development plans for teams.
  • Ability to motivate and inspire team members
  • Responsible for dealing with any HR related tasks within the team, including reviews.
  • Responsible for the resource planning within the region to be able to meet all the regional  SLAs and requirements.
  • Responsible for dealing with any HR related tasks within the team, including reviews.
  • Support the team where necessary – e.g. holiday/sickness/increase in work volumes.
  • Analysing and correcting financial data ensuring projected margins are accurate.
  • Appointing and communicating with key suppliers as and when required.
  • Overseeing Customer Experience Coordinators with the discussion with the customer regarding materials choices and ordering materials.
  • Understand how to progress a claim to reduce the lifecycle
  • Support with the development of the BELFOR core services
  • Oversee the management of all claims within SLA’s set, including the scheduling of the restoration technicians and trades operatives to deliver the works.
  • Ensure SLA’s are adhered to, highlighting any failures and identify prevention of future failures.
  • Processing new instructions.
  • Assist with the development of the Restoration and Reinstatement services
  • Accurate data input into both BELFOR Systems, Xactware, Symbility and any other customer portals.
  • Acting as the key liaison point between the customer, insurance company and any contractors involved on claims, ensuring communication is precise
  • Book appointments for both reactive and planned works
  • Input data received from our field staff and produce reports
  • Validating scopes to ensure schedule of works are correct including costs, requesting authorisation for any variations submitted.
  • Invoicing claims upon completion of scheduled works.
  • To provide outstanding customer service at all times, remaining courteous and professional.
  • Adhere to & ensure compliance with BELFOR Health & Safety, Environment & Quality procedures and training
  • Analysing and correcting financial data ensuring projected margins are accurate.
  • Work to ensure all the complaints within your contracts are resolved / escalated according to the FCA guidelines and logged immediately onto the in-house system.
  • Full understanding of all contracts you are responsible for.
  • Flexibility with working hours to support the needs of the department.
  • Adhere to & ensure compliance with BELFOR Health & Safety, Environment & Quality procedures and training.
  • Any reasonable management request.

Dein Profil

 
  • Strong communications skills both verbal and written.
  • Good organisational skills and ability to work under pressure.
  • Team player and able to work on own initiative and self-motivation.
  • Customer service management experience

Unser Angebot

  • 25 Days Holiday (Plus Bank Holidays)
  • Annual Pay Review
  • Betriebliche Altersvorsorge
  • Life Insurance
  • Health Cash Plan
  • Employee Assistance Programme
  • Induction and E Learnings
  • Annual Flu vaccination
  • Eye Test

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Kontakt


BELFOR UK 
Kerry Hill

* Soweit in dieser Stellenausschreibung nur die männliche und/oder weibliche Form verwendet wird, sind damit – im Interesse der besseren Lesbarkeit – alle Geschlechter gemeint.

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