Customer Experience Shift Manager
Customer Experience Shift Manager
Apply remote type #TJ-UK locations Chubb Blackburn, Shadsworth Road, Blackburn, Lancashire, BB1 2PR time type Full time posted on Posted 8 Days Ago job requisition id JR40000805
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.
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: £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 discounts
* Health & Wellbeing Resources
* Bravo Awards: Recognising outstanding contributions from all employees and encourage 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 the handling of any escalated customer issues and provide support and guidance to the team, driving high levels of customer satisfaction and meeting performance targets.
* To provide support, motivation and direction to both the Out of Hour’s 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 and with the view to improve 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 121’s.
* 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
Week 1: Monday-Tuesday 4am-12.00pm & Wednesday-Friday 9am-5pm
Week 2: Monday-Friday 4pm-12Midnight
Week 3: Monday-Friday 2pm-10pm
Week 4: Monday-Friday 9am-5pm
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 data 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 – By 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 Orientated - Be experienced in working in a results focused environment.
Chubb - A Place Where You Can Lead Your Career!
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