Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and enhance customer satisfaction across all touchpoints and manage complaints effectively.
- Company: Join Chubb Fire & Security, a global leader in innovative security solutions.
- Benefits: Enjoy competitive salary, 25 days holiday, and a range of employee perks.
- Why this job: Make a real impact on customer experiences and drive positive change.
- Qualifications: Proven leadership in customer experience and strong analytical skills required.
- Other info: Dynamic culture with extensive training and career development opportunities.
The predicted salary is between 36000 - 42000 £ per year.
Are you looking to join a business that offers a genuine ‘people first’ culture? Here at Chubb Fire & Security we have an opportunity for a Customer Satisfaction Manager to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis.
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.
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.
Working hours: 37.5 hours per week | Monday to Friday | 9.00am – 5.00pm
Salary: £42,000 - £50,000 (depending on experience)
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)
- Employee Scholarship Scheme
- A Central Benefits Platform offering a wide variety discounts
- Childcare Vouchers
- Health & Wellbeing Resources
- Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence
What You’ll Be Doing:
As Customer Satisfaction Manager, you will:
- Lead and elevate the end-to-end customer experience across the organisation.
- Own customer satisfaction performance (CSAT), complaints strategy and resolution, Trustpilot presence, customer portal development, and the customer experience QA/mentoring function supporting all business support teams.
- Define and execute the organisation’s customer satisfaction strategy across all touchpoints.
- Set performance targets, KPIs, and continuous improvement frameworks for CSAT, NPS, and sentiment metrics.
- Build a data-driven view of the customer journey and lead strategic initiatives to improve pain points and drive retention.
- Own the complaints function end-to-end, ensuring rapid resolution, root-cause analysis, and systemic improvements.
- Implement robust governance, reporting, and escalation pathways.
- Manage Trustpilot strategy, performance, and response governance.
- Lead the development, optimisation, and product roadmap of the customer portal.
- Oversee the customer experience QA programme across admin, customer contact centre, and all business support functions.
- Work closely with Operations, Product, Technology, Sales, and Compliance to ensure customer insights influence strategy and delivery.
Essential Skills & Experience:
- Proven senior leadership experience in customer experience, customer service, or service operations.
- Strong background in CSAT management, complaints governance, and customer journey optimisation.
- Experience improving online reputation platforms (e.g., Trustpilot).
- Demonstrated success leading QA, coaching, or mentoring teams.
- Data-driven decision-maker with strong analytical and strategic capability.
- Excellent communication and influence across senior stakeholders.
- Ability to design and deliver systematic, scalable improvements.
Success Measures:
- CSAT performance uplift and stability.
- Reduced complaint volumes and improved resolution quality.
- Trustpilot rating improvement and engagement quality.
- Customer portal adoption and self-service efficiency.
- QA uplift across business support functions.
- Measurable improvements across key customer journey metrics.
Customer Satisfaction Manager in Blackburn employer: Chubb Fire & Security
Contact Detail:
Chubb Fire & Security Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Satisfaction Manager in Blackburn
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as someone who truly fits into their 'people first' approach.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Satisfaction Manager in Blackburn
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Satisfaction Manager role. Highlight your experience in customer service and any relevant achievements that align with our values at Chubb Fire & Security.
Showcase Your Leadership Skills: We’re looking for someone with proven senior leadership experience. Use your application to demonstrate how you've successfully led teams or projects in the past, especially in customer experience or service operations.
Be Data-Driven: Since this role involves a lot of data analysis, don’t shy away from showcasing your analytical skills. Mention specific metrics or KPIs you’ve worked with and how you used data to drive improvements in customer satisfaction.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our Chubb family!
How to prepare for a job interview at Chubb Fire & Security
✨Know Your Customer Satisfaction Metrics
Familiarise yourself with key customer satisfaction metrics like CSAT and NPS. Be ready to discuss how you've used these metrics in previous roles to drive improvements and enhance the customer experience.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing teams focused on customer service and complaints resolution. Think about specific situations where you led a team to achieve measurable results.
✨Understand the Company Culture
Research Chubb Fire & Security's 'people first' culture and be prepared to discuss how your values align with theirs. Share experiences that demonstrate your commitment to fostering a positive work environment.
✨Be Data-Driven
Come equipped with examples of how you've used data to inform decisions and improve customer journeys. Discuss any tools or methodologies you've employed to analyse customer feedback and implement changes.