Customer Experience Coordinator

Job role: Reporting to the Customer Experience 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.

Duties

• 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.
  
  Customer service: 2 years (required)


• Administrative experience: 2 years (required)