Customer Experience Manager

When damage stops dreams, we are at the start. When fires close doors, we open them. And when belts come to a standstill, we pull out all the stops. We are the world's largest loss adjuster with more than 12,500 employees in 30 countries. We are ready for whatever comes. Are you ready for us? BELFOR. Ready when you are.

Reporting to the Regional Operations Manager on a daily basis you will be responsible for overseeing and coordinating all branch operations and provide support to the delivery of service in your region.

The position holder will lead individual team members into showing our customers how the BELFOR offering will meet their requirements by building confidence and persuading them that our services will best satisfy their needs in terms of quality, price and delivery, whilst at all times being fully compliant with all relevant legislation. They will be proactive in managing the overview of all WIP to ensure the required quality of work is achieved and safe working practices upheld, whilst also managing the overall performance of individual team members including their future development and progression.

Duties:-

• 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
• Strong communications skills both verbal and written.
• All actions to be outcome driven
• Good organisational skills and ability to work under pressure.
• Team player and able to work on own initiative and self-motivation.
• Support with the development of the BELFOR core services

Strong Customer service and Industry related experience

• Retirement Pension Plan
• Life Insurance
• Health Cash Plan
• Annual Flu vaccination
• 28 days Annual Leave
• Employee Assistance Programme
• Annual Pay Review