Chubb Fire & Security have an exciting opportunity for a Customer Experience Shift Manager to join our Customer Excellence Contact Centre based in Blackburn (BB1 2PR), managing an Inbound Customer Experience operation (Monday to Friday), on a full time, permanent basis.
SALARY: £37,000 - £42,000 per annum + Benefits
* 25 days holiday, plus bank holidays
* Free Onsite Parking & Cycle to Work Scheme
* Company Pension Scheme
* Life Assurance (4 x Basic Salary)
* Free Mortgage Advice
* Online GP Appointments
* Employee Referral Scheme (£1000)
* 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 encouraging excellence
What You Will Be Doing As A Customer Experience Shift Manager (Contact Centre)
As a Customer Experience Shift Manager, you will oversee the operations of our Out of Hours Customer Experience Team. This role involves managing a versatile, multi-skilled and multi-workflow, 24/7 team of Customer Experience Leaders and Advisors. You will also be responsible for handling any escalated customer issues and provide support and guidance to the team, driving high levels of customer satisfaction and meeting performance targets.
* Provide support, motivation, and direction to both the Out of Hours Team Leaders and Customer Experience Advisors.
* Lead the activities and work volumes to ensure the business metrics are delivered, driving productivity, absence management, and workflow management.
* Support the improvement of business performance in the Out of Hours Team.
* Identify non-productive hours with a view to improving efficiencies and performance.
* Monitor and evaluate team performance, providing feedback and coaching as needed.
* Ensure adherence to company policies, procedures, and quality standards.
* Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
* Prepare and analyse performance reports, identifying areas for improvement.
* Conduct regular team meetings and 1:1s.
* Maintain a positive and motivating work environment.
* Assist in the recruitment, onboarding, and training of new staff members.
WORKING HOURS: 37.5 hours per week | Monday to Friday
What We Would Like You To Bring
You will be an enthusiastic, charismatic, and influential leader with a real passion for developing people. The ideal candidate will come from a volume contact centre background, with the ability to identify areas for continuous improvement and make sound operational decisions based on analytical data.
* Bring Energy & Passion: Taking your team on a journey by demonstrating a strong work ethic.
* Influential Leader: A real passion for developing people.
* Solution Focused: Demonstrating the 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.
* Flexibility: Prepared to be on-call for serious issues and emergencies.
* Results Oriented: Experience in working in a results-focused environment.
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. We offer 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. #J-18808-Ljbffr