Customer Experience Trainer – Chubb Fire & Security
Full time, permanent role based in Blackburn (BB1 2PR). Working hours: 37.5 hours per week, Monday to Friday, 9:00am–5:00pm.
About the Company
Chubb Fire & Security has protected people and assets worldwide for over 200 years, delivering innovative security solutions. We offer a people‑first culture, career development and a diverse team of 13,000 employees globally.
Pay and Benefits
* Salary up to £35,000 (depending on experience)
* 25 days holiday plus bank holidays
* Free on‑site parking
* Cycle to Work scheme
* Employee Referral Scheme (£1,000)
* Company Pension scheme
* Life Assurance (4 × basic salary)
* Employee Scholarship scheme
* Central Benefits platform with discounts
* Child care vouchers
* Health & wellbeing resources
* Bravo Awards – recognition for outstanding contributions
What You’ll Be Doing
Shape the skills, confidence and performance of Business Support and Call Centre teams. Deliver high‑quality learning that drives brilliant customer experiences and operational excellence.
Training Design & Delivery
* Develop and deliver high‑quality customer‑experience training programs for frontline, operational and support teams.
* Create engaging learning content using modern instructional design approaches, integrating digital tools, micro‑learning, simulations and blended learning.
* Facilitate onboarding programmes so new starters quickly gain the knowledge and behaviours required to represent the Chubb brand effectively.
Capability Development
* Conduct skills assessments, coaching sessions and performance observations to identify capability gaps and improvement opportunities.
* Build tailored development plans that uplift individual and team performance.
* Partner with leaders to reinforce learning and embed consistent service standards.
Transformation & Digitisation
* Champion the evolution of training through automation, digital platforms and data‑driven insights.
* Lead initiatives that modernise learning delivery, including e‑learning libraries, virtual classrooms, interactive content and learning analytics.
* Support wider transformation programmes by ensuring training aligns with new processes, systems and customer‑experience strategies.
Continuous Improvement
* Evaluate training effectiveness using analytics, feedback and performance metrics; implement improvements to maximise impact.
* Maintain a deep understanding of industry trends, customer expectations and best practice in customer‑experience training.
* Collaborate with cross‑functional teams to ensure training continuously reflects operational needs and market changes.
What We Would Like You To Bring
* Design, update and deliver engaging induction, refresher and up‑skilling training for Business Support and Call Centre colleagues, using a mix of virtual and face‑to‑face delivery.
* Bring processes, systems and products to life through role‑plays, case studies and system walk‑throughs.
* Use quality assurance results, performance data and manager feedback to identify training needs and shape targeted development sessions and coaching.
* Complete call listening and contact reviews to assess service, compliance and process adherence, turning insights into actionable coaching and training content.
* Create and maintain clear training materials, guides and support documents to help colleagues perform confidently and consistently.
* Evaluate the impact of training through feedback, assessments and KPI trends, continuously improving content and delivery.
What You Will Bring
* Extensive experience in training design, facilitation and capability development in customer‑facing environments (preferably in security, fire protection or technical service).
* Proven track record in modernising training through digital platforms, e‑learning tools and blended learning strategies.
* Strong understanding of customer‑experience principles, service culture and process optimisation.
* Ability to translate strategic goals into practical training frameworks that drive measurable improvement.
* Confident communicator capable of influencing, motivating and engaging diverse audiences.
* Analytical mindset with the ability to interpret training data and apply insights to improve content and delivery.
Desirable
* Experience in transformation or organisational change programmes.
* Background in using LMS/LXP platforms and digital content creation tools.
* Professional training or coaching qualifications (e.g., CIPD L&D, TAP, ILM).
What Success Looks Like
* Improved customer satisfaction, consistency and service delivery across all touchpoints.
* Highly engaged teams who feel supported and skilled through modern, accessible learning.
* A forward‑thinking training ecosystem that keeps pace with digital innovation and industry change.
* Training that directly contributes to Chubb’s mission of protecting customers with excellence, reliability and service quality.
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