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Customer Experience Manager

2 months ago

Sheffield, Sheffield, United Kingdom BELFOR Property Restoration Full time

About BELFOR Property Restoration

BELFOR is a global leader in damage restoration, with a strong presence in Germany and a team of over 1,100 employees. We're committed to delivering exceptional customer service and restoring properties to their former glory.

Your Role

As a Customer Experience Manager, you'll be responsible for leading our team of Customer Experience Coordinators and ensuring that our customers receive the highest level of service. Your tasks will include:

  • Coaching and mentoring the Customer Experience Coordinators to ensure they have the skills and knowledge needed to deliver exceptional customer service.
  • Planning and supporting training and development plans for the team.
  • Motivating and inspiring team members to achieve their best.
  • Handling HR-related tasks, including reviews and performance management.
  • Responsible for resource planning within the region to meet regional SLAs and requirements.
  • Supporting the team with holiday, sickness, and increased work volumes.
  • Analyzing and correcting financial data to ensure projected margins are accurate.
  • Appointing and communicating with key suppliers as needed.
  • Overseeing Customer Experience Coordinators in discussing materials choices and ordering materials with customers.
  • Understanding how to progress a claim to reduce the lifecycle.
  • Supporting the development of BELFOR's core services.
  • Overseeing the management of all claims within SLAs, including scheduling restoration technicians and trades operatives.
  • Ensuring SLAs are adhered to, highlighting failures, and identifying prevention of future failures.
  • Processing new instructions.
  • Assisting with the development of Restoration and Reinstatement services.
  • Accurate data input into BELFOR Systems, Xactware, Symbility, and customer portals.
  • Acting as the key liaison point between customers, insurance companies, and contractors involved in claims.
  • Booking appointments for reactive and planned works.
  • Inputting data received from field staff and producing reports.
  • Validating scopes to ensure 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's Health & Safety, Environment & Quality procedures and training.
  • Analyzing and correcting financial data to ensure projected margins are accurate.
  • Working to resolve complaints within contracts according to FCA guidelines and logging them immediately onto the in-house system.
  • Having a full understanding of all contracts.
  • Being flexible with working hours to support the needs of the department.
  • Adhering to and ensuring compliance with BELFOR's Health & Safety, Environment & Quality procedures and training.

Your Profile

We're looking for a strong communicator with excellent organizational skills and the ability to work under pressure. As a team player, you'll be able to work on your own initiative and self-motivation. Your customer service management experience is essential, and you'll have a strong understanding of contracts and SLAs.

Our Offer

We're proud to offer a range of benefits, including:

  • 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