Job Description Coaching & mentoring the Customer Experience CoordinatorsPlan and support Training and development plans for teams.Ability to motivate and inspire team membersResponsible 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 lifecycleStrong communications skills both verbal and written.All actions to be outcome drivenGood organisational skills and ability to work under pressure.Team player and able to work on own initiative and self-motivation.Support with the development of the BELFOR core servicesOversee 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 servicesAccurate 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 preciseBook appointments for both reactive and planned worksInput data received from our field staff and produce reportsValidating 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 trainingAnalysing 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.Requirements for RoleCustomer service and administration experience at manager levelWhat we offer28 days Annual LeaveAnnual Pay ReviewEmployee BonusesRetirement Pension PlanLife InsuranceHealth Cash PlanEmployee Assistance ProgrammeInduction and E LearningsAnnual Flu vaccinationEye Test