A day in the life of a Customer Experience Co‑ordinator
If you want to be at the heart of what NHBC is all about then a career in our claims team could be for you. Our claims colleagues deal with a vast array of queries and calls each and every day from homeowners, builders, housing associations and agents, and the Customer Experience Co-ordinators are the people who keep things moving smoothly. Find out more about Customer Experience Co-ordinator Alan Smith’s day to see what it looks like in action.
Alan Smith, Customer Experience Co-ordinator
My day begins. I’m ready to log into our specialist phone system, which automatically queues calls for claims handlers. I also access the computer database where we log all of our claim cases and all of the policy details for new homes and conversions. It’s winter, which means it can be a very busy period for claims especially during adverse weather conditions. Calls received can vary from initial contacts to ongoing claims from homeowners, builders, managing agents and housing associations, to name a few, and they might call to raise a claim or just for advice. You never know what you’re going to get.
This morning we don’t appear to be as busy as normal with new claims, so this gives me some much-needed time to deal with my case management activities. Case management is a kind of diary system that’s built into our database and it enables a case handler to track and progress the claim. It can also be accessed by other users and is really helpful when it comes to managing claims.
Time now to carry out my co-ordinator tasks. These range from setting up online claims submitted by homeowners to checking through any complaints we’ve received. We need to respond to complaints within three days, so all incoming post needs to be monitored and referred to our complaints team quickly.
Today, I’m setting up online claims. I determine the potential validity of each one and either refer it to one of our claims investigators or request further information. To determine if we can help under the NHBC Buildmark policy, I check the policy cover to see if there are any site-wide issues or any endorsements. On some occasions I might need to refer to our claims investigators for technical guidance to see if it’s suitable to progress. Some of these initial contacts can be challenging and the trick is knowing who to refer it to. Some referrals go outside of claims, for example to technical services and customer services – to name two – but we could refer to any area of the business. It’s no surprise then that this takes me all morning!
I stop for a bite of lunch in Rendezvous, our on-site café.
Back into phone system to take incoming calls. I usually take around 20 calls a day and the queries can range from a simple update request – such as “have you received my email?” – to more complex cases. Today I speak to homeowners about potential foundation failure, a boiler not working, and a plumbing leak. This is only a small example of queries we get.
In between the calls I action any post that has come in. This post is generated when we ask for further information to enable us to progress a claim or query. Some of the information we ask for are photographs; these are used for our own assessments to see if we need to arrange a visit, so it needs to be passed on to the relevant people.
On occasions we receive claims where the claimant doesn’t have a policy number and a search doesn’t show any details – sometimes their policy is with another provider. I’ve had a couple of these come in today, so I’ll need to go back to them and ask them for a policy number in order to progress their claim.
My day is coming to an end and as ever it’s been really busy but really enjoyable. I’ve worked in claims for almost 17 years in different roles and enjoy it because of the varied work; no two days are ever the same. I also really like working with my colleagues in claims and around other departments because everyone is so helpful. But if I had to pick one thing that has kept me in claims for so long, it’s because I enjoy helping people – that’s the most important thing to me.
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