Customer Experience Manager
- South West of England
- Full-time
- Permanent
Who are we?
We know what we're doing - BELFOR is the global market leader in damage restoration. Our base in Germany: at over 40 locations with more than 1,100 employees. We look forward to hearing from you - become a restorer too!
Your Tasks
- 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.
Your Profile
- 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
Our Offer
- 25 Days Holiday (Plus Bank Holidays)
- Annual Pay Review
- Retirement Pension Plan
- Life Insurance
- Health Cash Plan
- Employee Assistance Programme
- Induction and E Learnings
- Annual Flu vaccination
- Eye Test
Curious?
Then apply now to the No. 1 employer. Please state your job title, place of work, desired salary and the earliest possible starting date in your application. Apply now!
Contact
Kerry Hill
BELFOR UK