Senior Customer Experience Advisor

Chubb Fire & Security have an exciting and newly created opportunity for a Senior Customer Experience Advisor / Resolutions Handler to join our Customer Excellence Contact Centre team based in Blackburn (BB1 2PR), on a full-time, permanent basis, where you will be dedicated to managing our online Trust Pilot reviews.

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: £24,000 – £27,000 per annum DOE + Benefits | Hybrid Working Available

1. 25 days holiday, plus bank holidays
2. Free Onsite Parking & Cycle to Work Scheme
3. Employee Referral Scheme (£1000)
4. Company Pension Scheme
5. Life Assurance (4 x Basic Salary)
6. Free Mortgage Advice
7. Access to Online GP Appointments
8. Employee Scholarship Scheme
9. A Central Benefits Platform offering a wide variety of discounts
10. Health & Wellbeing Resources
11. Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

What You Will Be Doing As Senior Customer Experience Advisor

As a dedicated Senior Customer Experience Advisor, you will be responsible for the investigation and management of customer complaints, external satisfaction, and communication via our Trust Pilot platform. You will work with internal stakeholders to review and respond to customer reviews.

• Investigate any customer complaints by liaising with key internal stakeholders
• Respond to customer reviews & complaints in a timely manner in a way that is articulate and professional
• Build and develop a library of responses to various matters leading to the resolution and closure of complaints
• Provide reports on data trends to the business
• Perform root cause analysis and identify solutions
• Identify areas for continuous improvement based on customer reviews

WORKING HOURS: 37.5 hours per week | Monday to Friday

What We Would Like You To Bring

You will have a passion for delivering customer-focused results, ideally with some prior experience in complaints handling/resolution handling or responding to reviews, as well as being naturally articulate with outstanding attention to detail. You will be:

• Highly literate – with the ability to articulate professional responses to customer reviews
• Analytical – Excellent attention to detail and highly analytical
• Customer experience focused – Ability to demonstrate high levels of empathy
• Outstanding Communicator – The ability to communicate well with internal stakeholders and have difficult conversations
• Results orientated – Proactive in responding and experience of working to deadlines/SLA\’s

Chubb – A Place Where You Can Lead Your Career!

Additional Information

Established over 200 years ago, Chubb Fire & Security is a global business driven by keeping people and the world safe. We provide essential systems, equipment, and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent businesses to many of the FTSE 100 companies.

We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that every day. We are proud to offer extensive training to all of our new Advisors, fully supporting and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us. #J-18808-Ljbffr