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- Tasks: Lead a dynamic team in delivering exceptional customer experiences and resolving escalated issues.
- Company: Join Chubb Fire & Security, a global leader in innovative security solutions for over 200 years.
- Benefits: Enjoy 25 days holiday, free parking, life assurance, and a variety of employee perks.
- Why this job: Be part of a supportive culture that values your growth and recognises outstanding contributions.
- Qualifications: Bring leadership skills and contact centre experience; passion for developing people is essential.
- Other info: Flexible working hours with a rotating schedule; opportunity to make a real impact.
The predicted salary is between 31000 - 36000 £ per year.
Chubb Fire & Security have an exciting opportunity for a Customer Experience Shift Manager to join our Customer Excellence Contact Centre based in Blackburn (BB1 2PR), managing an Inbound Customer Experience operation (Monday to Friday), 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.
SALARY: £37,000 - £42,000 per annum + Benefits
- 25 days holiday, plus bank holidays
- Free Onsite Parking & Cycle to Work Scheme
- Company Pension Scheme
- Life Assurance (4 x Basic Salary)
- Free Mortgage Advice
- Online GP Appointments
- Employee Referral Scheme (£1000)
- Employee Scholarship Scheme
- A Central Benefits Platform offering a wide variety discounts
- Health & Wellbeing Resources
- Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence
What You Will Be Doing As A Customer Experience Shift Manager (Contact Centre)
As a Customer Experience Shift Manager you will oversee the operations of our Out of Hours Customer Experience Team. This role involves managing a versatile, multi-skilled and multi-workflow, 24/7 team of Customer Experience Leaders and Advisors. You will also be responsible for the handling of any escalated customer issues and provide support and guidance to the team, driving high levels of customer satisfaction and meeting performance targets.
- Provide support, motivation and direction to both the Out of Hour’s Team Leaders and Customer Experience Advisors.
- Lead the activities and work volumes to ensure the business metrics are delivered - Driving productivity, absence management and workflow management.
- Support the improvement of business performance in the Out of Hours Team.
- Identify non-productive hours and with the view to improve efficiencies and performance.
- Monitor and evaluate team performance, providing feedback and coaching as needed.
- Ensure adherence to company policies, procedures, and quality standards.
- Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
- Prepare and analyse performance reports, identifying areas for improvement.
- Conduct regular team meetings and 121’s.
- Maintain a positive and motivating work environment.
- Assist in the recruitment, onboarding and training of new staff members.
WORKING HOURS: 37.5 hours per week | Monday to Friday
- Week 1: Monday-Tuesday 4am-12.00pm & Wednesday-Friday 9am-5pm
- Week 2: Monday-Friday 4pm-12Midnight
- Week 3: Monday-Friday 2pm-10pm
- Week 4: Monday-Friday 9am-5pm
What We Would Like You To Bring
You will be an enthusiastic, charismatic and influential Leader with a real passion for developing people. The ideal candidate will come from a volume contact centre background, with the ability to identify areas for continuous improvement and make sound operational decisions based on data analytical data.
- Bring Energy & Passion – Taking your team on a journey by demonstrating a strong work ethic.
- Influential Leader – A Real passion for developing people.
- Solution focused – By demonstrating the ability to make decisions and be accountable for the outcome.
- Strong Influencing Ability - Ability to develop team members through performance management.
- Exceptional Communicator – Communicates with credibility, clarity and understanding.
- Flexibility – Prepared to be on-call for serious issues and emergencies.
- Results Orientated - Be experienced in working in a results focused environment.
Chubb - A Place Where You Can Lead Your Career!
Customer Experience Shift Manager employer: Chubb Fire & Security Group
Contact Detail:
Chubb Fire & Security Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Shift Manager
✨Tip Number 1
Familiarise yourself with Chubb Fire & Security's products and services. Understanding their offerings, especially in customer experience, will help you demonstrate your knowledge during discussions and show that you're genuinely interested in the role.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed teams in a contact centre environment. Be ready to discuss specific situations where you improved team performance or resolved escalated customer issues.
✨Tip Number 3
Research common challenges faced in customer experience roles, particularly in a contact centre setting. Being able to discuss these challenges and propose solutions will set you apart as a proactive candidate.
✨Tip Number 4
Network with current or former employees of Chubb Fire & Security on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to tailor your approach and demonstrate your enthusiasm for the company culture.
We think you need these skills to ace Customer Experience Shift Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and leadership roles. Emphasise any previous work in contact centres and your ability to manage teams effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and leadership. Mention specific examples of how you've improved team performance or resolved customer issues in the past.
Highlight Key Skills: In your application, focus on skills such as communication, problem-solving, and data analysis. These are crucial for the Customer Experience Shift Manager role and should be evident in your application.
Show Enthusiasm for the Company: Research Chubb Fire & Security and express your enthusiasm for their mission and values in your application. Demonstrating knowledge about the company can set you apart from other candidates.
How to prepare for a job interview at Chubb Fire & Security Group
✨Show Your Leadership Skills
As a Customer Experience Shift Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated and developed team members.
✨Understand the Customer Experience
Familiarise yourself with the principles of customer experience management. Be ready to discuss how you would handle escalated customer issues and improve customer satisfaction based on your previous experiences.
✨Data-Driven Decision Making
Since the role requires making operational decisions based on data, be prepared to discuss how you've used data analytics in your previous roles. Bring examples of how data has influenced your decision-making process.
✨Demonstrate Flexibility and Problem-Solving
The job involves being on-call for serious issues. Highlight your ability to remain calm under pressure and provide examples of how you've effectively solved problems in a fast-paced environment.
