Customer Experience Manager

5 days ago

Sheffield, Sheffield, United Kingdom BELFOR Property Restoration Full time

About the Role

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

Key Responsibilities

  • Coaching and mentoring Customer Experience Coordinators to ensure they have the skills and knowledge to deliver excellent customer service.
  • Developing and implementing training and development plans for teams to improve their skills and knowledge.
  • Motivating and inspiring team members to achieve their best and deliver exceptional customer service.
  • Handling HR-related tasks, including reviews and performance management.
  • Responsible for resource planning within the region to meet all regional SLAs and requirements.
  • Supporting the team with holiday, sickness, and increase in work volumes.
  • Analyzing and correcting financial data to ensure projected margins are accurate.
  • Appointing and communicating with key suppliers as required.
  • Overseeing Customer Experience Coordinators with customer discussions regarding materials choices and ordering materials.
  • 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 schedule of works are correct, including costs and requesting authorisation 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 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.

About You

We are looking for a highly skilled and experienced individual who has:

  • Strong communication skills, both verbal and written.
  • Good organisational 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

We 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.

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