Customer Experience Coordinator

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 worlds largest loss adjuster with more than 12500 employees in 30 countries. We are ready for whatever comes. Are you ready for us BELFOR. Ready when you are.

We are looking for a skilled and knowledgeable Claims Coordinator with a passion for excellent customer service to join our local this role you will help ensure that every touchpoint with BELFOR is engaging efficient and effective. As the first point of contact for our customers you will manage job lifecycle workflows related to Restoration and Reinstatement following insurance claims. Striving to deliver the highest level of customer experience you will be a key liaison between the policyholder the insurance company our in-house field teams (technicians trades and managers) and sub-contractors.

• Taking ownership of the claim lifecycle from receipt of the initial instruction to job completion.
• Phone and email contact with the policy holder at all stages of the claim including first contact booking appointments and query resolution.
• Take responsibility for all administrative aspects of each claim ensuring that client systems/portals (including case notes logs and records) are accurately maintained and within agreed Service Level Agreements.
• Serve as a central point of contact for policyholders insurance clients field technicians and office teams to ensure efficient job completion.
• Schedule technicians according to job requirements on a day-to-day basis optimizing time and minimizing travel.

• Previous experience in administration claims handling or customer service.
• Experience in dealing with customers on the phone and demonstrating empathy with customers who may be distressed.
• An understanding of claims management tools and systems is an asset but not required.
• Experience of working in a team and supporting colleagues.
• GCSE Maths and English or equivalent
• Strong literacy and numeracy skills.

Proficiency in IT skills including basic Excel

• Employee Assistance Programme
• Workplace Pension Scheme
• Induction and E Learnings
• Life Insurance
• Health Cash Plan
• Eye Test
• Annual Pay Review
• Annual Flu vaccination
• 28 days Annual Leave