Customer Experience Advisor

Chubb Fire & Security; Blackburn; On-site; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Holiday entitlement (25 days + BH)

Free onsite parking

Cycle to work scheme

Employee referral scheme (£1000)

Company pension scheme

Life assurance (4x salary)

Discount platform

Job summary

Chubb Fire & Security is recruiting a Customer Experience Advisor for the Blackburn office. You will handle inbound calls and emails with a professional approach, supporting customers with warmth and patience. The role is 37.5 hours per week, office-based, within our Customer Excellence Team.

Full training is provided; no prior experience is necessary. The team supports National Accounts across the UK, delivering excellent customer service and active issue resolution.

Qualifications

• No prior experience required; full training provided.
• Strong communication skills for emails and calls.
• Proficient with IT systems and online tools.
• Ability to stay calm and professional under pressure.

Responsibilities

• Respond to inbound calls and emails promptly and professionally.
• Work on National Accounts across the UK.
• Update systems with accurate information.
• Prepare and send letters and emails using mail merges.
• Take ownership of customer requests and ensure resolution.

Skills

Natural communicator

Solution focused

IT literacy

Calm under pressure

Willing to learn

Job description

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 Experience Advisor to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis.

Join the team that protects our world

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:

£24,784.77 per annum, with an ongoing opportunity to progress through ongoing performance reviews.

• 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 Experience Advisor

As a Customer Experience Advisor within our Customer Excellence Teams no two days will be the same, but you'll always strive to provide the best customer service experience to all internal and external customers calling into the Contact Centre. You're not a robot, so naturally you have the freedom to support our customers in the way you would like to be helped...With professional warmth and patience.

• Respond to all inbound calls and emails in a professional and effective manner, working to agreed response times (KPI's)
• You could be working on high value National Account's across the UK
• Deal with customer responses to letters, telephone calls and emails, and update systems accordingly
• Categories daily recommendations for issue with appropriate mail merge letters and emails
• Accurately record information, ensuring it's processed correctly
• Take ownership of the customer in all aspects including recording any customer requests
• Be proactive in identifying incidents that may have an adverse effect on the Centre's service delivery, and to comply with the escalation procedures

Working Hours:

37.5 hours per week | Monday - Friday 9am - 5pm | Office based.

What We Would Like You To Bring

Simply put, experience isn't necessary as we offer full training. Whatever your background we would like you to ask yourself 'What can I do to make a difference to this Customer', every time you answer a call.

• You'll be a natural communicator, with an ability to build rapport with both our customers and your colleagues. It's essential you can write effective emails to our clients/customers
• Solution focused - Strive to understand and resolve potential issues on each call
• Solid IT literacy - We use multiple systems, both inhouse portals and Microsoft platforms
• Consistently remains calm under pressure - Some calls / emails may be of an urgent nature
• Open minded and willing to learn - Learning in a fast-paced and ever-changing environment, isn't for the faint hearted but we will endeavour to set you up for success

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, 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.

Chubb Fire & Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.