Customer Experience and Complaints Manager
3 weeks ago
- Lead and develop the Customer Experience Coordinators, focusing on their growth and performance.
- Design and implement training programs to enhance team capabilities and meet regional SLAs.
- Ensure effective resource allocation within the region to meet customer requirements and SLAs.
- Provide support to the team during periods of high workload, absences, or other challenges.
- Analyze and correct financial data to ensure accurate projected margins.
- Collaborate with Customer Experience Coordinators to discuss customer materials choices and ordering.
- Understand the process of progressing claims to reduce their lifecycle.
- Contribute to the development of BELFOR's core services.
- Oversee the management of claims within SLAs, including scheduling restoration technicians and trades operatives.
- Assist in developing the Restoration and Reinstatement services.
- Accurately input data into BELFOR Systems, Xactware, Symbility, and customer portals.
- Act as the primary liaison between customers, insurance companies, and contractors, ensuring clear communication.
- Process data received from field staff and generate reports.
- Invoice claims upon completion of scheduled works.
- Provide exceptional customer service, remaining courteous and professional at all times.
- Adhere to and ensure compliance with BELFOR's Health & Safety, Environment & Quality procedures and training.
- Resolve and escalate complaints according to FCA guidelines, logging them immediately onto the in-house system.
- Be flexible with working hours to support departmental needs.
- Meet any reasonable management requests.
- Annual Pay Review.
- Life Insurance.
- Health Cash Plan.
- Employee Assistance Programme.
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Customer Experience and Complaints Manager
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Customer Experience and Complaints Manager
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