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- Tasks: Own the service experience lifecycle and ensure smooth communication with customers and stakeholders.
- Company: Join a dynamic team focused on operational excellence and customer satisfaction.
- Benefits: Enjoy flexible remote work, health benefits, and opportunities for personal growth.
- Why this job: Make a real impact by enhancing customer experiences and leading collaborative projects.
- Qualifications: 5+ years in service management with strong project management and communication skills.
- Other info: Be part of a supportive culture with ongoing training and mentorship opportunities.
The predicted salary is between 36000 - 60000 £ per year.
This position is for a Service Experience Advocate - REMOTE. In this role, you will own the complete lifecycle of property files, ensuring a smooth and unified service experience for our customers. Acting as the primary contact, you will coordinate project management efforts and ensure service quality from initiation through completion. This position is crucial for ensuring operational excellence and enhancing customer satisfaction by proactively managing service commitments. You will lead collaboration among various stakeholders, ensuring timely and effective communication throughout the process. A strong focus on empathy and excellent service delivery is essential in this role.
Accountabilities
- Serve as the main point of contact for policyholders, contractors, and carrier partners
- Monitor service-level agreements (SLAs) and proactively intervene to prevent delays
- Coordinate activities among Admin, Specialist, and technical teams
- Conduct regular follow-ups and status updates with all stakeholders
- Anticipate workflow bottlenecks and implement corrective actions
- Maintain accurate, real-time updates in the service management system
- Lead welcome/introduction calls and closure communications
- Deliver an exceptional customer experience through empathy, clarity, and urgency
- Handle high-visibility or sensitive cases involving VIPs or legal considerations
- Own end-to-end outcomes of complex service files
- Support SLA performance and proactively resolve bottlenecks
- Lead follow-ups, updates, and customer communications
- Mentor peers and assist in training new team members
- Adhere to strict confidentiality requirements
Requirements
- Bachelor's degree or equivalent combination of education and experience
- Minimum of 5 years' experience in service management
- Mastery of service lines and lifecycle processes
- Certifications: Cotality Claims Level I Certified and Xact Level 1 Certified
- Familiarity with Quality Assurance (QA) and Estimate Writing processes
- Understanding of Water, Roofing, Reconstruction, and Windows workflows
- High emotional intelligence and stakeholder management skills
- Exemplary customer service skills with a White-Glove service mindset
- Strong project management and leadership skills
- Excellent verbal and written communication skills
- Strong organizational and time management abilities
- Analytical skills to interpret data and identify trends or risks
- Ability to problem-solve under pressure and manage multiple priorities
- Flexible availability and willingness to work during high-volume periods
- Proficiency in Microsoft Office Suites and basic computer skills
- Reliable high-speed internet connection required for remote work
Benefits
- Flexible remote working environment
- Opportunity for personal and professional growth
- Collaborative and supportive team culture
- Access to ongoing training and mentorship programs
- Health and wellness benefits
- Competitive salary and performance-based incentives
- Opportunities to engage with community initiatives
- Work-life balance and flexible scheduling
Lead Service Experience Advocate - REMOTE employer: Jobgether
Contact Detail:
Jobgether Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Experience Advocate - REMOTE
✨Tip Number 1
Network like a pro! Reach out to your connections and let them know you're on the hunt for a Lead Service Experience Advocate role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company and its service experience philosophy. Be ready to share examples of how you've delivered exceptional customer service and managed complex projects in the past.
✨Tip Number 3
Show off your empathy skills! During interviews, highlight situations where you've gone above and beyond to ensure customer satisfaction. This role is all about understanding and addressing customer needs, so make sure they see that in you.
✨Tip Number 4
Apply through our website! We’ve got an AI-powered matching process that helps get your application in front of the right people quickly. Plus, it’s a great way to ensure your skills are matched with what the hiring company is looking for.
We think you need these skills to ace Lead Service Experience Advocate - REMOTE
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service management. We want to see how your skills align with the role of a Service Experience Advocate, so don’t hold back on showcasing your relevant achievements!
Show Off Your Empathy: Since empathy is key in this role, share examples in your application that demonstrate your ability to connect with customers and stakeholders. We love seeing how you’ve gone above and beyond to deliver exceptional service!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and skills, as we appreciate clarity just as much as you do. Remember, less is often more!
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. This way, we can ensure your application gets the attention it deserves, and you’ll be one step closer to joining our awesome team!
How to prepare for a job interview at Jobgether
✨Know Your Service Experience Inside Out
Make sure you understand the complete lifecycle of service files and how to ensure a smooth experience for customers. Brush up on your knowledge of service lines, SLAs, and project management techniques, as these will be key topics during your interview.
✨Showcase Your Empathy Skills
Since this role requires a strong focus on empathy and customer service, prepare examples that demonstrate your ability to connect with customers and stakeholders. Think about times when you went above and beyond to deliver exceptional service.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as managing workflow bottlenecks or dealing with high-visibility cases. Practise articulating your thought process and problem-solving strategies clearly and confidently.
✨Highlight Your Communication Skills
Effective communication is crucial in this role. Be ready to discuss how you’ve successfully coordinated with various teams and kept stakeholders informed. Use clear examples to illustrate your verbal and written communication prowess.
