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.
KEY OUTCOMES & RESPONSIBILITIES
- 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 CoreLogic (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.
Pay: £28,126.40 per year
Work Location: In person
