Senior Customer Experience Advisor (Complaints)
Apply locations: Chubb Blackburn, Shadsworth Road, Blackburn, Lancashire, BB1 2PR
Time type: Full time
Posted on: Posted 2 Days Ago
Job requisition id: JR40000917
Chubb Fire & Security have an exciting and newly created opportunity for a Senior Customer Experience Advisor / Complaints 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 customer complaints via multiple channels including email and telephone.
SALARY: £24,000 – £27,000 per annum DOE + Benefits | Hybrid Working Available
* 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
* Access to Online GP Appointments
* Employee Scholarship Scheme
* A Central Benefits Platform offering a wide variety of discounts
* Health & Wellbeing Resources
* Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence
What You Will Be Doing As Senior Customer Experience Advisor
* Investigate any customer complaints by liaising with key internal stakeholders
* Respond to customer 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 feedback
WORKING HOURS: 37.5 hours per week | Monday to Friday
What We Would Like You To Bring
* Highly literate - with the ability to articulate professional responses to complaints
* 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!
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Additional Information
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 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.
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