Customer Experience Team Leader

Chubb Fire & Security UK; Blackburn; On-site; GBP 31,000 - 35,000; Full time

Job summary

Join a dynamic team as a Customer Experience Team Leader in a thriving contact center environment. This role offers the chance to lead and inspire a team of inbound customer service advisors, ensuring exceptional service delivery while achieving key performance indicators. With a focus on coaching and performance management, you'll drive a culture of excellence and continuous improvement. Be part of a company with over 200 years of history, committed to protecting people and assets worldwide. If you are passionate about leadership and customer service, this is the perfect opportunity for you to shine.

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)

Free Mortgage Advice

Employee Scholarship Scheme

Central Benefits Platform with discounts

Health & Wellbeing Resources

Qualifications

• Proven experience in managing customer service teams.
• Strong communication and performance management skills.

Responsibilities

• Lead and motivate a team of Customer Service Advisors.
• Manage staffing levels and ensure KPIs are met.
• Resolve escalated customer issues effectively.

Skills

Customer Service Management

Performance Management

Team Leadership

Communication Skills

Problem Solving

Flexibility

Education

High School Diploma or Equivalent

Leadership Training

Job description

Chubb Fire & Security have an exciting opportunity for a Customer Experience Team Leader to join our Customer Excellence Contact Centre based inBlackburn (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
• 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 Team Leader (Contact Centre)

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 | 07:00-15:00, 11:00-1900 week on week rotation

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