Head of Customer Experience & QA Excellence

Chubb Fire & Security Ltd.; Blackburn; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading security firm in Blackburn is seeking a Head of Customer Satisfaction to enhance the customer experience within their team. This role involves overseeing quality assurance programs, developing customer journey strategies, and fostering a culture of excellence and feedback. The ideal candidate will have extensive senior leadership experience in customer service and a proven track record of improving customer satisfaction metrics through effective team leadership. Compelling benefits and a permanent, full-time position are offered.

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)

Employee Scholarship Scheme

Wide variety of discounts

Childcare Vouchers

Health & Wellbeing Resources

Bravo Awards

Qualifications

• Proven senior leadership experience in customer experience or service operations.
• Strong background in managing customer satisfaction metrics.
• Experience improving online reputation platforms like Trustpilot.

Responsibilities

• Oversee the customer experience QA programme across various departments.
• Lead and develop the QA and customer experience mentoring team.
• Embed a culture of coaching, feedback, and operational excellence.

Skills

Senior leadership experience in customer experience

Customer service expertise

Analytical skills

Excellent communication

Job description

A leading security firm in Blackburn is seeking a Head of Customer Satisfaction to enhance the customer experience within their team. This role involves overseeing quality assurance programs, developing customer journey strategies, and fostering a culture of excellence and feedback. The ideal candidate will have extensive senior leadership experience in customer service and a proven track record of improving customer satisfaction metrics through effective team leadership. Compelling benefits and a permanent, full-time position are offered.