Chubb Fire & Security have an exciting opportunity for an Operational & Transformation Lead (Operations Manager) to join our 247 / 365 Customer Excellence Centre based in Blackburn (BB1 2PR) 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: DOE + Benefits

• 25 days holiday, plus bank holidays
• Additional Holiday Purchase Scheme
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Free Onsite Parking
• Free Mortgage Advice
• Employer Supported Volunteering Days
• Cycle to Work Scheme
• Employee Referral Scheme (£1000)
• 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 An Operational & Transformation Lead

Reporting directly to the Head of Customer Service, this role is pivotal in ensuring the highest standards of quality and productivity in our 247/365 day call centre operations.  Directly impacting customer satisfaction and service delivery, through management and coaching of Team Managers and Teams (c50 FTE), you will control and direct all operational activities to ensure key performance indicators are met. Joining us in this pivotal role, you will play a key part in driving forward this 247/365 Customer Excellence Team’s technology and process solutions, setting us apart from the competition.

• Provide leadership in resolution of high priority service issues, as escalated from internal or external partners to effectively ensure prompt & accurate resolution & customer satisfaction
• Provide leadership & coaching to Teams, motivate, develop and manage individuals to exceptional levels driving a positive and productive work environment
• Provide employee feedback through effective performance management, ensuring employee skill and leadership development, and conduct regular 1-2-1 meetings
• Incorporate company objectives to team objectives to ensure alignment, engagement in Key priorities and initiatives.
• Ensure we have an effectively trained workforce
• Effective absence management.
• Ensure Team Leaders conduct call monitoring to improve quality
• Ensure each Team Leader has Key Performance Indicators, reviewed in a monthly 121

What We Would Like You To Bring

You will be an inspirational leader, with extensive call centre operational knowledge, ideally gained from a 247 / 365 day service led contact centre operation.  

• Experience with Digital Transformation (Analogue to Digital transition) / Project Management – Highly beneficial
• Resource Planning Tool experience
• Exceptional leadership skills and KPI management
• Strong analytical and communication skills
• Ability to work well under pressure and as part of a team
• Be able to prioritise workloads
• Must be able to multitask and cope with complexity
• Ability to create and present presentations, using PowerPoint
• Experience in holding staff appraisals and team meetings
• Flexibility to support our 247/365 teams