Customer Experience Manager

Qui sommes-nous ?

Nous savons ce que nous faisons - BELFOR est le leader mondial de la réparation des dommages. Notre base en Allemagne : sur plus de 40 sites avec plus de 1.100 collaborateurs. Nous sommes impatients de vous rencontrer - devenez vous aussi un réparateur !

Vos tâches

• 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.

Votre 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

Notre offre

• 5 semaines de congés:

  5 semaines de congés payés 

• Annual Pay Review
• Prévoyance vieillesse d'entreprise
• Life Insurance
• Health Cash Plan
• Employee Assistance Programme
• Induction and E Learnings
• Annual Flu vaccination
• Eye Test

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