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- Tasks: Drive the implementation and optimisation of the OMNI platform for enhanced customer experience.
- Company: Join Chubb Fire & Security, a leader in innovative security solutions with a people-first culture.
- Benefits: Competitive salary, pension scheme, life assurance, and employee discounts.
- Why this job: Make a real impact on customer service and operational efficiency in a dynamic environment.
- Qualifications: 3-5 years of experience with the Genesys platform and strong analytical skills.
- Other info: Be part of a diverse team committed to innovation and excellence.
The predicted salary is between 36000 - 54000 £ per year.
Looking for an opportunity within a business that offers a genuine 'people first' culture? Here at Chubb Fire & Security, we have an opportunity for an Omni Channel Change Specialist, specialising in the Genesys platform to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full-time, permanent basis.
About Us, Our Culture & What We Can Offer You
Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally – Together we do great things!
Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.
SALARY: Up to £45,000 per annum (depending on experience)
BENEFITS:
- Free Onsite Parking
- Cycle to Work Scheme
- Company Pension Scheme (5% matched)
- Life Assurance (4 x Basic Salary)
- Employee Scholarship Scheme
- A Central Benefits Platform offering a wide variety of discounts
- Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence
WORKING HOURS: 37.5 hours per week | Monday to Friday | 9-5
What You'll be Doing as an Omni Channel Change Specialist
The Omni Channel Change Specialist will drive the effective implementation, optimisation, and continuous enhancement of the OMNI platform across Chubb Fire & Security's business support function. This role ensures OMNI becomes fully embedded as the core customer-facing and operational ecosystem improving service quality, streamlining processes, and enabling a consistent, data-driven customer experience.
You will:
- Assist with the rollout of OMNI across relevant business support functions, ensuring alignment with operational objectives and customer needs.
- Maintain responsibility for OMNI governance, ensuring updates, releases, and changes are controlled, tested, and fully communicated.
- Identify and evaluate opportunities to extend OMNI capability, enhance workflows, and simplify customer journeys.
- Work with operational teams to understand pain points and convert them into actionable enhancement requirements.
Stakeholder Engagement & Leadership
Act as the primary point of contact for OMNI within the business support function, engaging with Operations, Customer Service, IT, and Transformation teams. Provide training, support, and guidance to end users to drive adoption and change readiness.
Performance & Reporting
Track, measure, and report on platform performance, adoption levels, and process outcomes. Ensure OMNI contributes to operational efficiency, improved customer outcomes, and reduced process friction.
What We Would Like You To Bring
- 3–5 years of hands‐on OMNI platform experience, including configuration, optimisation, and enhancement delivery. Specifically using the Genesys platform.
- Proven experience in operational improvement or business transformation roles.
- Strong understanding of customer-facing processes, service operations, and workflow design.
- Ability to translate operational needs into structured system requirements.
- Strong analytical skills with the ability to diagnose issues and propose effective solutions.
- Excellent stakeholder management and communication skills, able to influence at multiple levels.
- Demonstrated capability to manage multiple initiatives simultaneously in a fast‐paced environment.
- Experience within fire & security, field service, alarm monitoring, or related service environments.
- Knowledge of integration principles, automation approaches, or digital service design.
- Project management or continuous improvement certification (e.g., Prince2, Lean, Six Sigma).
Personal Attributes
- Proactive, improvement-minded, and always looking for 'what's next'.
- Strong ownership mentality with a focus on effective execution.
- Driven by results and operational excellence.
If this sounds like you, apply today and send us your application! Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.
Omni Channel Change Specialist Blackburn Chubb Customer Service employer: Chubb Deutschland GmbH
Contact Detail:
Chubb Deutschland GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Omni Channel Change Specialist Blackburn Chubb Customer Service
✨Tip Number 1
Network like a pro! Reach out to current employees at Chubb Fire & Security on LinkedIn. Ask them about their experiences and any tips they might have for landing the Omni Channel Change Specialist role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by diving deep into the Genesys platform. Brush up on your knowledge of customer-facing processes and operational improvements. We want to see you shine with your expertise and show how you can drive change at Chubb!
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past roles where you've identified issues and implemented solutions. This will demonstrate your proactive mindset and ability to enhance workflows, which is key for this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Chubb family and contributing to our people-first culture.
We think you need these skills to ace Omni Channel Change Specialist Blackburn Chubb Customer Service
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Omni Channel Change Specialist role. Highlight your experience with the Genesys platform and any relevant operational improvement projects you've been involved in. We want to see how your skills align with what we're looking for!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to quantify your success. This helps us understand how you can contribute to our team at Chubb Fire & Security.
Be Authentic: Let your personality shine through in your application. We value a 'people first' culture, so showing us who you are and what drives you will help us see if you're a good fit for our team. Don’t be afraid to express your passion for customer service and operational excellence!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands. Plus, you’ll find all the details about the role and our company culture there, which can help you tailor your application even further!
How to prepare for a job interview at Chubb Deutschland GmbH
✨Know Your Genesys Inside Out
Since the role focuses on the Genesys platform, make sure you brush up on its features and functionalities. Familiarise yourself with how it integrates into customer service processes and be ready to discuss specific examples of how you've used it in past roles.
✨Showcase Your Change Management Skills
Prepare to talk about your experience in driving change within an organisation. Think of specific instances where you've successfully implemented new systems or processes, particularly in customer-facing environments. Highlight your ability to engage stakeholders and manage resistance.
✨Demonstrate Analytical Thinking
The job requires strong analytical skills, so be prepared to discuss how you've diagnosed issues and proposed solutions in previous roles. Bring examples of how your analytical approach has led to operational improvements or enhanced customer experiences.
✨Engage with Stakeholder Management
This role involves working closely with various teams, so be ready to share your experiences in stakeholder engagement. Discuss how you've influenced decisions at different levels and how you ensure effective communication across departments.