Head of Customer Satisfaction

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

# At Chubb we are driven by a powerful purpose - to protect your worldHere at Chubb Fire & Security we have an opportunity for a **Head of Customer Satisfaction** to join our Customer Excellence Team based in**Blackburn** (BB1 2PR) on a full time, permanent basis.* 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* 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* Oversee the customer experience QA programme across admin, customer contact centre, and all business support functions* Lead and develop the QA and customer experience mentoring team to strengthen capability, consistency, and service standards* Embed a culture of coaching, feedback, and operational excellence* Proven senior leadership experience in customer experience, customer service, or service operations* Strong background in CSAT management, complaints governance, and customer journey optimisation* Experience improving online reputation platforms (e.g., Trustpilot)* Demonstrated success leading QA, coaching, or mentoring teams* Data-driven decision-maker with strong analytical and strategic capability* Excellent communication and influence across senior stakeholders* Ability to design and deliver systematic, scalable improvements