CUSTOMER EXPERIENCE COORDINATOR (LEAK DETECTION)
We are looking for a skilled and knowledgeable Claims Coordinator with a passion for excellent customer service to join our local team. We want you to help us ensure that every touchpoint with BELFOR is engaging, efficient and effective
ROLE PURPOSE
BELFOR is seeking a skilled and customer focused Claims Handler to join our growing Leak Detection Department. This role is responsible for managing leak detection claims from initial instruction through to completion, ensuring an outstanding customer experience at every stage of the journey.
As the central point of contact for policyholders, insurers, clients, field technicians, and subcontractors, you will coordinate the administrative and operational aspects of Leak Detection claims, ensuring all activities are completed efficiently, accurately, and in accordance with client service level agreements (SLAs). You will play a key role in supporting customers through what can often be a stressful situation, providing clear communication, empathy, and professional claim management throughout the process.
KEY OUTCOMES & RESPONSIBILITIES
- Manage Leak Detection claims from receipt of instruction through to job completion and claim closure.
- Act as the primary point of contact for policyholders, insurers, loss adjusters, technicians, and internal stakeholders.
- Maintain regular communication with customers throughout the claim lifecycle, providing updates, arranging appointments, and resolving queries.
- Review new instructions and ensure claims are progressed within client and insurer service level agreements.
- Coordinate Leak Detection appointments and allocate work to technicians based on location, availability, and job requirements.
- Monitor claim progress and proactively identify and resolve any delays or issues.
- Accurately maintain claim records, case notes, reports, and supporting documentation within internal and client management systems.
- Liaise with insurance companies, loss adjusters, private clients, contractors, and internal departments to facilitate timely claim progression.
- Review Leak Detection technician reports and ensure all required information has been obtained accurately before progressing claims to the next stage.
- Ensure customers receive a consistently high standard of service, demonstrating empathy and professionalism throughout their claim journey.
- Support achievement of departmental KPIs, service levels, and customer satisfaction targets.
- Escalate complex or high-priority cases appropriately and provide timely updates to management.
SKILLS AND EXPERIENCE REQUIRED
- Previous experience handling claims, insurance administration, customer service, scheduling, or a similar coordination role.
- Experience managing customer interactions via telephone and email.
- Strong understanding of customer service principles and the ability to handle sensitive conversations with empathy.
- Experience working within process driven environments and meeting service level agreements.
- Excellent organisational skills with the ability to manage multiple claims simultaneously.
- GCSE Maths and English (or equivalent).
PREFFERED SKILLS & KNOWLEDGE
- Previous experience within the insurance, property restoration, Leak Detection, or building repair sectors.
- Knowledge of the property claims process and insurance industry practices.
- Experience using claims management systems, scheduling software, or client portals.
- Strong IT skills, including Microsoft Office applications and Excel.
- Excellent verbal and written communication skills.
- Strong attention to detail and accuracy when managing claim records.
- Ability to prioritise workloads and adapt to changing business demands.
- Problem-solving skills with a proactive approach to claim progression.
- Ability to work effectively both independently and as part of a team.
WHAT SUCCESS LOOKS LIKE
The successful customer experience coordinator will deliver excellent customer outcomes by ensuring claims are managed efficiently, communication is proactive, and all stakeholders are kept informed throughout the process. They will take ownership of claims from instruction to completion, helping BELFOR maintain exceptional service standards and customer satisfaction while supporting the continued growth of our Leak Detection Department.
BENEFITS
- 28 days annual leave
- Annual pay review
- Employee Bonuses
- Retirement Pension Plan
- Life Insurance
- Health Cash Plan
- Employee Assistance Programme
- Induction and E learning
- Annual Flu Vaccination
- Eye Test
Pay: £26,605.80 per year
Work Location: In person
