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- Tasks: Lead a team of Customer Experience Advisors to achieve service excellence.
- Company: Join Chubb Fire & Security, a global leader in innovative security solutions for over 200 years.
- Benefits: Enjoy 25 days holiday, free parking, health resources, and a generous pension scheme.
- Why this job: Be part of a dynamic team that values leadership development and employee recognition.
- Qualifications: Passion for leadership, strong communication skills, and a results-oriented mindset are essential.
- Other info: Full-time role with a rotating schedule, Monday to Friday, in Blackburn.
The predicted salary is between 26000 - 30000 £ per year.
Chubb Fire & Security have an exciting opportunity for a Customer Experience Team Leader to join our Customer Excellence Contact Centre based in Blackburn (BB1 2PR), managing a team of Inbound Customer Experience Advisors (days only 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. 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: £31,000 - £35,000 per annum + Benefits
- 25 days holiday, plus bank holidays
- Free Onsite Parking
- Cycle to Work Scheme
- Employee Referral Scheme (£1000)
- Company Pension Scheme
- Life Assurance (4 x Basic Salary)
- Free Mortgage Advice
- 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 Team Leader (Contact Centre)
- The main goal of this role is to achieve customer service key performance indicators through effectively managing, motivating and leading a Team of Shift Customer Service Advisors within our busy Customer Excellence Contact Centre.
- Manage staffing levels to ensure resource meets demand.
- Ensure each team member understands their individual and department KPI’s.
- Ensure individuals have clear objectives supported by their PFT and IDP.
- Conduct call monitoring to improve quality.
- Manage performance by reviewing KPI’s and performance during 1:1’s.
- Take ownership to resolve escalated customer issues, complaints and low score MFA.
- Deliver regular Team Briefs to update team on best practices and expectations.
- Assist with recruitment, induction, training and development of new team members.
- Identify training needs and supports development of existing staff.
- Deal with any conflicts through to resolution.
- Effective absence management.
- Ensure adherence to all Company Policies and Procedures.
- Embed an Ethical culture.
- Continuously identify opportunities for improvement in the key processes in the Customer Service Centre.
HOURS: 37.5 hours per week | 07:00-15:00, 11:00-19:00 week on week rotation
What We Would Like You To Bring
- You will already be demonstrating your commitment and passion for ‘Building Great Leaders’, through your work ethic and passion – Helping establish a winning culture! Now you’ll be ready to develop a team through coaching and performance management to drive the delivery of exceptional service to both our customers and internal stakeholders at every opportunity.
- Bring Energy & Passion – Taking your team on a journey by demonstrating a strong work ethic.
- Solution focused – By demonstrating 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.
- Detail Orientated – With both customer situations and your team.
- Flexibility – Prepared to be on-call for serious issues and emergencies.
- Prioritise workloads & multitask effectively – Possess skills in prioritising workload and working under pressure.
- Results’ Orientated - Be experienced in working in a results focused environment.
Customer Experience Team Leader employer: Chubb Fire & Security UK
Contact Detail:
Chubb Fire & Security UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader
✨Tip Number 1
Familiarise yourself with Chubb Fire & Security's values and culture. Understanding their commitment to leadership development and employee growth will help you align your approach when discussing your management style and how you can contribute to building a winning culture.
✨Tip Number 2
Prepare specific examples of how you've successfully managed teams in the past, particularly in a customer service environment. Highlight your experience in achieving KPIs and resolving escalated customer issues, as these are key aspects of the role.
✨Tip Number 3
Showcase your communication skills by being clear and concise during any discussions or interviews. Practice articulating your thoughts on performance management and team development, as effective communication is crucial for this position.
✨Tip Number 4
Demonstrate your solution-focused mindset by preparing to discuss how you would handle potential challenges within the team. Think about scenarios where you had to make tough decisions and how you ensured positive outcomes for both the team and customers.
We think you need these skills to ace Customer Experience Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Experience Team Leader. Highlight your relevant experience in managing teams and achieving customer service KPIs in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your leadership abilities, communication skills, and any experience in a contact centre environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and leadership. Use specific examples from your past roles to demonstrate how you can contribute to Chubb Fire & Security's commitment to excellence.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your documents are well-formatted and professional.
How to prepare for a job interview at Chubb Fire & Security UK
✨Show Your Leadership Skills
As a Customer Experience Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on motivating and developing team members to achieve their goals.
✨Understand Key Performance Indicators (KPIs)
Familiarise yourself with common KPIs in customer service. Be ready to discuss how you would ensure your team meets these targets and how you have previously managed performance through KPIs.
✨Communicate Clearly and Effectively
Exceptional communication is key for this role. Practice articulating your thoughts clearly and confidently, and be prepared to showcase your ability to handle difficult conversations or conflicts during the interview.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific instances where you've resolved escalated customer issues or complaints. Highlight your solution-focused approach and how you take ownership of challenges to improve customer satisfaction.