Customer Experience Manager
1 month ago
Customer Experience Manager
Who are we?
We know what we're doing - BELFOR is the global market leader in damage restoration. Our base in Germany: at over 40 locations with more than 1,100 employees. We look forward to hearing from you - become a restorer too
Your Tasks
Coaching & mentoring the Customer Experience Coordinators Plan and support Training and development plans for teams. Ability to motivate and inspire team members Responsible for dealing with any HR related tasks within the team, including reviews. Responsible for the resource planning within the region to be able to meet all the regional SLAs and requirements. Responsible for dealing with any HR related tasks within the team, including reviews. Support the team where necessary – e.g. holiday/sickness/increase in work volumes. Analysing and correcting financial data ensuring projected margins are accurate. Appointing and communicating with key suppliers as and when required. Overseeing Customer Experience Coordinators with the discussion with the customer regarding materials choices and ordering materials. Understand how to progress a claim to reduce the lifecycle Support with the development of the BELFOR core services Oversee the management of all claims within SLA’s set, including the scheduling of the restoration technicians and trades operatives to deliver the works. Ensure SLA’s are adhered to, highlighting any failures and identify prevention of future failures. Processing new instructions. Assist with the development of the Restoration and Reinstatement services Accurate data input into both BELFOR Systems, Xactware, Symbility and any other customer portals. Acting as the key liaison point between the customer, insurance company and any contractors involved on claims, ensuring communication is precise Book appointments for both reactive and planned works Input data received from our field staff and produce reports Validating scopes to ensure schedule of works are correct including costs, requesting authorisation for any variations submitted. Invoicing claims upon completion of scheduled works. To provide outstanding customer service at all times, remaining courteous and professional. Adhere to & ensure compliance with BELFOR Health & Safety, Environment & Quality procedures and training Analysing and correcting financial data ensuring projected margins are accurate. Work to ensure all the complaints within your contracts are resolved / escalated according to the FCA guidelines and logged immediately onto the in-house system. Full understanding of all contracts you are responsible for. Flexibility with working hours to support the needs of the department. Adhere to & ensure compliance with BELFOR Health & Safety, Environment & Quality procedures and training. Any reasonable management request.
Your Profile
Strong communications skills both verbal and written. Good organisational skills and ability to work under pressure. Team player and able to work on own initiative and self-motivation. Customer service management experience
Our 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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