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 shift working Shift Customer Service Advisor to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis, working 4 on / 4 off shift pattern which includes two nights.

START DATE:  10th June 2024

What You’ll be Doing As Shift Customer Service Advisor

As a Shift Customer Service Advisor within our Customer Excellence Teams, you’ll become an expert across our dedicated Call Receipt, Dispatch, CES and Telecare customer service teams. Handling inbound calls and email request from our customers in the UK and Ireland, meaning no two days will be the same. With full training you’ll always strive to provide the best customer service experience to all internal and external customers. 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 email requests in a professional and effective manner, working to agreed response times (KPI’s)
• Accurately record information, ensuring it’s processed correctly
• Managing an inbox of queries within the customers dedicated SLA timeframes
• Taking ownership and actioning individual requests
• Raising ‘Works Orders’ via our inhouse system (JDE)
• Updating various 3rd party portals or via email dependant on the customer’s individual process
• 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:  42 hours per week - Working 4 shifts followed by 4 shifts off as follows:  Shift Pattern: Rotating you will work two DAY time shifts 7am start to 7pm finish. Followed by two NIGHT shifts of a 7pm start to 7am finish. Then four days off

What We Would Like You To Bring

This is a shift working position and you should be looking to commit to these hours on a permanent basis. We will offer you full training to support all of our teams across our customer excellence department. 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, both written and verbally
• 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 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, and it starts with an initial two-week classroom induction

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:  £29,981.95 per annum including shift allowance

• 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