Global Accounts Customer Service Support in Blackburn

Looking for an opportunity within a business that offers a genuine 'people first' culture? Here at Chubb Systems (part of Chubb Fire & Security) we are looking for a talented and motivated individual to join our Blackburn (BB1 2PR) based Team as a Global Accounts Customer Service Support on a full time, permanent basis.

Please note this role includes occasional remote out-of-hours telephone support, on evenings & weekends.

About Us, Our Culture & What We Can Offer You

Chubb Systems (part of Chubb Fire & Security) is one of the market leaders when it comes to the supply of advanced techniques for the worldwide market - we have been protecting people and assets for more than 200 years. Within our Systems Division, our expertise comes from creating bespoke / highly specialist security solutions for our clients across a multitude of sectors for a prestigious range of organisations.

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 £30,000 per annum (depending on experience)

• 25 days holiday, plus bank holidays
• Online GP Appointments
• Free Onsite Parking
• Cycle to Work Scheme
• Employee Referral Scheme (£1000)
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Free Mortgage Advice
• A Central Benefits Platform offering a wide variety discounts
• Health & Wellbeing Resources
• Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

WORKING HOURS: 37.5 hours per week | Monday to Friday | 9-5 office based, with Fridays working from home. The role currently also includes out-of-hours telephone support on an evenings/weekends rota to maintain service continuity; rota participation is compensated in line with company policy.

What You’ll Be Doing As Global Accounts Customer Service Support

You will act as the first point of contact for assigned global accounts, taking end-to-end ownership to proactively manage customer activity, anticipate needs, identify and mitigate risks, and coordinate internal and external stakeholders to ensure delivery of services/solutions in line with contracted SLAs and customer expectations.

• Respond to customer inquiries via phone, email, and chat, providing timely and effective solutions.
• Proactively communicate with customers, stakeholders, overseas Chubb entities, and 3rd Party Partners to provide updates, manage expectations, and drive timely outcomes.
• Oversee customer account management, including quotations and support. Maintain and update customer accounts, ensuring accuracy and completeness of information.
• Facilitate incident response by coordinating with engineers to resolve issues promptly and efficiently and manage all associated paperwork.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives within SLA.
• Assist in preparing monthly and quarterly reports on account status and financials.
• Schedule maintenance visits for all locations liaising with all stakeholders.
• Raise quotes, orders, and invoices for all works to meet the client's requirements.
• Provide proactive OOH support during evenings and weekends as part of a rota system to maintain service continuity and meet contracted SLAs; ensure OOH activity is logged and handed over appropriately.

What We Would Like You To Bring:

This role requires excellent communication skills, strong attention to detail, a customer-centric mindset, and the ability to work effectively in a fast-paced environment independently or as part of a team. It requires a real pro-active attitude to identifying both opportunities and potential solutions. The ideal candidate would also be fluent in French. However, this is desirable and not essential.

• Be a natural communicator, with an ability to build rapport with our customers and your colleagues.
• Be pro-active and solution focused – Striving to understand and resolve potential issues whilst working to SLAs/Deadlines.
• Have Solid IT literacy – Including strong, demonstratable Excel skills, as you will be responsible for producing reports.
• Be able to prioritise workloads & multitask effectively.

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.