Regional Customer Experience Manager

Location: Sheffield

Reports to: Regional Operations Manager

Purpose of the Job:

We are seeking a dynamic and experienced Regional Customer Experience Manager to oversee and coordinate all branch operations in the fields of restoration and construction, providing crucial support to the delivery of service across our region. This role involves leading a team to demonstrate the value of our offerings to customers, ensuring quality, price, and delivery standards are met while maintaining compliance with all relevant legislation. The successful candidate will proactively manage work in progress to uphold quality and safety standards, as well as oversee the performance, development, and progression of individual team members.

Key Responsibilities:

• Coaching & Mentoring: Guide and support Customer Experience Coordinators.
• Training & Development: Plan and implement training and development programs for teams.
• Motivation & Inspiration: Inspire and motivate team members to achieve their best.
• HR Management: Handle HR-related tasks within the team, including performance reviews.
• Resource Planning: Ensure regional SLAs and requirements are met through effective resource planning.
• Support Team: Assist with workload management during holidays, sickness, or increased work volumes.
• Financial Analysis: Analyze and correct financial data to ensure projected margins are accurate.
• Supplier Communication: Appoint and liaise with key suppliers as needed.
• Material Management: Oversee material choices and ordering processes with customers.
• Claims Management: Progress claims efficiently to reduce lifecycle and ensure SLA adherence.
• Customer Liaison: Serve as the key contact between customers, insurance companies, and contractors, ensuring precise communication.
• Scheduling: Manage the scheduling of restoration technicians and trades operatives.
• Data Management: Input accurate data into systems and produce necessary reports.
• Scope Validation: Validate scopes and request authorizations for variations.
• Invoicing: Invoice claims upon completion of scheduled works.
• Customer Service: Deliver outstanding customer service, maintaining professionalism and courtesy.
• Health & Safety Compliance: Ensure adherence to health, safety, environment, and quality procedures.

Requirements:

• Experience: Proven managerial experience, preferably with an insurance claims background.
• Skills: Strong communication skills, both verbal and written; excellent organizational abilities; capacity to work under pressure; team player with self-motivation.
• Flexibility: Willingness to support department needs with flexible working hours.
• Commitment: Must be able to commit to 2 weeks of training away.
• DBS Check: A DBS check will be carried out.
• Position Type: Temporary to permanent position.

How to Apply:

To apply, please send your CV and cover letter to Zana at (url removed). This is a confidential recruitment process, and further details will be provided upon successful application.