Customer Experience and Complaints Manager

3 weeks ago


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


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