Customer Experience Manager

4 weeks ago

Sheffield, Sheffield, United Kingdom BELFOR Property Restoration Full time
Job Title: Customer Experience Manager

We are seeking a highly skilled Customer Experience Manager to join our team at BELFOR Property Restoration. As a key member of our operations team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of care and support.

Key Responsibilities:
  • Coaching and mentoring Customer Experience Coordinators to ensure they have the skills and knowledge needed to provide excellent customer service.
  • Developing and implementing training plans to enhance the skills and knowledge of our team members.
  • Leading by example and demonstrating a commitment to customer service excellence.
  • Managing and resolving customer complaints in a timely and professional manner.
  • Collaborating with other departments to ensure that customer needs are met and exceeded.
  • Analyzing and correcting financial data to ensure that projected margins are accurate.
  • Appointing and communicating with key suppliers as needed.
  • Overseeing the management of all claims within SLAs, including scheduling restoration technicians and trades operatives.
  • Ensuring that SLAs are adhered to and identifying opportunities for improvement.
  • Processing new instructions and assisting with the development of restoration and reinstatement services.
  • Accurately inputting data into BELFOR systems and customer portals.
  • Acting as the key liaison point between customers, insurance companies, and contractors.
  • Booking appointments for reactive and planned works.
  • Validating scopes to ensure that schedules of works are correct, including costs and requesting authorization for variations.
  • Invoicing claims upon completion of scheduled works.
  • Providing outstanding customer service at all times, remaining courteous and professional.
  • Adhering to and ensuring compliance with BELFOR Health & Safety, Environment & Quality procedures and training.
Requirements:
  • Strong communications skills, both verbal and written.
  • Good organizational skills and ability to work under pressure.
  • Team player with the ability to work on own initiative and self-motivation.
  • Customer service management experience.
What We 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.

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