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 Free Mortgage Advice 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 Customer Experience Team Leader 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 | 9.00am to 5.00pm Monday to Friday (Some flexibility is required ie to work 8am-4pm or 10am-6pm for example) 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 though 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 CLOSING DATE FOR INTERNAL APPLICATIONS: Monday 11th November Chubb - A Place Where You Can Lead Your Career Additional Information About Us, Our Culture & What We Can Offer You Established over 200 years ago, Chubb Fire & Security are 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 business, 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 everyday. 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.