At a Glance
- Tasks: Support the Customer Experience Department and manage claims efficiently.
- Company: Join BELFOR, the world's largest loss adjuster with a global presence.
- Benefits: Enjoy 28 days annual leave, health cash plan, life insurance, and more.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Make a real difference by helping customers during challenging times.
- Qualifications: Strong communication skills and ability to manage enquiries effectively.
The predicted salary is between 31500 - 38500 £ per year.
Who we are?
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.
Job Description
Reporting to the Business Support Team Leader, the Customer Experience Coordinator is responsible for providing administrative and operational support to the Customer Experience Department, ensuring the efficient progression of claims and delivery of an excellent customer experience.
The role acts as a key point of contact for insurers, loss adjusters and policyholders, managing enquiries, processing claim documentation, and maintaining accurate records in line with insurer contractual requirements and company standards.
The postholder will be responsible for supporting the management and progression of Restoration and Reinstatement services, ensuring claims are handled efficiently, service levels are achieved, and work in progress is actively managed.
They will utilise a range of insurer systems and portals to update claim information, prepare reports, and communicate effectively with internal and external stakeholders.
The role requires the ability to work proactively, use initiative to progress claims, build confidence with customers, and contribute to the delivery of a high-quality, compliant and commercially effective service.
The postholder will also be expected to adapt to changing business requirements, including the implementation of new systems and processes.
Requirements for Role
- Respond to and manage inbound telephone enquiries from insurers, loss adjusters, and policyholders, ensuring professional and efficient customer experience.
- Process and distribute incoming emails to the appropriate regional teams in a timely manner.
- Prepare, review, and complete reports using information provided by technicians, ensuring all documentation meets insurer contractual requirements, rates and within company standards
- Consistently achieve agreed Service Level Agreements (SLAs) relating to reports and telephone response times.
- Accurately enter, update, and process claim-related documentation, including insurer updates, equipment on-hire/off-hire activities, and progressing claims.
- Utilise a range of insurer portals and systems, including Core Logic (Cotality), Synergy, and 360, to add report and update claim information effectively.
- Maintain accurate records and ensure all customer and claim information is updated promptly and in accordance with company procedures.
- Responsibilities and duties may change and vary with the introduction of new IT system currently being implemented.
- Ensure responsibilities specific to your role as detailed within BKH P001 Health & Safety Policy are complied with.
- Any other reasonable management request.
- 28 days Annual Leave
- Induction and E Learnings
- Employee Assistance Programme
- Health Cash Plan
- Life Insurance
- Full Uniform
- Annual Flu vaccination
- Workplace Pension Scheme
- Eye Test
- Annual Pay Review
- Contact
- Olivia Jennings
BELFOR UK - #J-18808-Ljbffr
CUSTOMER EXPERIENCE COORDINATOR employer: BELFOR UK Ltd
BELFOR is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where teamwork and initiative are highly valued. With comprehensive benefits such as a health cash plan, life insurance, and an annual pay review, employees are equipped to thrive both personally and professionally. Located in a dynamic environment, BELFOR provides unique opportunities for career advancement within the world's largest loss adjuster, ensuring that every team member plays a vital role in delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land CUSTOMER EXPERIENCE COORDINATOR
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BELFOR UK Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BELFOR UK Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CUSTOMER EXPERIENCE COORDINATOR
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BELFOR UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at BELFOR UK Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BELFOR UK Ltd!
How to prepare for a job interview at BELFOR UK Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
