Customer Experience Coordinator (Leak Detection)

When damage stops dreams, we are at the start. When fires close doors, we open them. And when belts come to a standstill, we pull out all the stops. We are the world's largest loss adjuster with more than 12,500 employees in 30 countries. We are ready for whatever comes. Are you ready for us? BELFOR. Ready when you are.

Reporting  to the Operations Manager on a daily basis you will provide support to the customer experience department.  You will be expected to work on  administrative tasks set on a daily basis and also to use your own initiative to progress claims within your team.   

The position holder will have the responsibility for the management of specific services relating to Restoration/Reinstatement , ensuring the services are also profitable. They will show our customers how the BELFOR offering will meet their requirements by building confidence and persuading them that our services will best satisfy their needs in terms of quality, price and delivery, whilst at all times being fully compliant with all relevant legislation. They will be proactive in managing the WIP to ensure the required quality of work is achieved and safe working practices upheld.

• Strong communications skills both verbal and written.
• All actions to be outcome driven
• Good organisational skills and ability to work under pressure.
• Team player and able to work on own initiative and self-motivation.
• 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.
• Supporting customers with choosing their material choices for reinstatement works.
• Invoicing claims upon completion of scheduled works.
• Ensure SLA’s are adhered to and highlighting any issues to the Customer Experience Manager where necessary.
• To provide outstanding customer service at all times, remaining courteous and professional.
• Analysing and correcting financial data ensuring projected margins are accurate.
• Resolve customer queries and ensure any complaints are escalated to your Customer Experience Manager/operations managers.
• Understanding of all contracts you are responsible for.
• Appointing and communicating with key suppliers as and when required.
• Adhere to & ensure compliance with BELFOR Health & Safety, Environment & Quality procedures and training

• Flexibility to support across multiple contracts when required.
• Attend training courses when requested
• Flexibility with working hours to support the needs of the Service Centre.
• To provide outstanding customer service at all times, remaining courteous and professional.
• Understand how to progress a claim to reduce the lifecycle.
• Any reasonable management request.

• 
  28 days Annual Leave
  


• 
  Annual Pay Review
  


• 
  Workplace Pension Scheme
  


• 
  Life Insurance
  


• 
  Health Cash Plan
  


• 
  Employee Assistance Programme
  


• 
  Induction and E Learnings
  


• 
  Annual Flu vaccination
  


• 
  Full Uniform
  


• 
  Eye Test