Field Support Advisor - 12 months FTC

Looking for an opportunity within a business that offer a genuine ‘people first’ culture?

Here at Chubb Fire & Security we have an opportunity for a Field Support/Customer Experience Advisor to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a fixed term contract of 12 months.

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.

Join the team that protects our world.

SALARY:  £25,668 per annum

• 25 days holiday, plus bank holidays
• Free Onsite Parking
• Cycle to Work Scheme
• Employee Referral Scheme (£1000)
• Free Mortgage Advice
• 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

What You’ll be Doing as a Field Support/Customer Experience Advisor

As a Field Support/Customer Experience Advisor within our Customer Excellence Teams, no two days will be the same, but you’ll always strive to provide the best customer service experience. You will work with a variety of stakeholders, including field-based Engineers, Account Managers, our Branch network and also our external customers.  Where you will carry out a number of customer service-related tasks, focused around coordinating and dispatching Engineers to our customers within specific timeframes to meet service level agreements.

You will also support with providing a first class experience to all internal and external customers calling into the Contact Centre. You’re not a robot, so naturally you have the freedom to support our customers in the way you would like to be helped…With professional warmth and patience.

Duties Include:

• Planning, routing and coordinating Engineer visits – Diary management.
• Tracking each job and status through to completion
• Identifying potential delays and reacting
• Communicating and updating Engineers, internal stakeholders and customers by email and telephone platforms
• Deal with customer responses to telephone calls and emails, and update systems accordingly
• Update and maintaining multiple scheduling systems, platforms and CRM’s
• Meeting KPI’s (focused on timely dispatch)
• Respond to all inbound calls and emails in a professional and effective manner, working to agreed response times (KPI’s) – a focus is on emails in this role
• You could be working on high value National Account’s across the UK
• Deal with customer responses to letters, telephone calls and emails, and update systems accordingly
• Categories daily recommendations for issue with appropriate mail merge letters and emails
• Accurately record information, ensuring it’s processed correctly
• Take ownership of the customer in all aspects including recording any customer requests
• Be proactive in identifying incidents that may have an adverse effect on the Centre’s service delivery, and to comply with the escalation procedures

WORKING HOURS: 37.5 hours per week | Monday to Friday | shifts between 8am - 6pm. 12 months fixed term contract

What We Would Like You To Bring

Simply put, experience isn’t necessary as we offer full training and support. Whatever your background we would like you to ask yourself ‘What can I do to make a difference to this Customer or Stakeholder’, every time you answer a call.

• You‘ll be a natural communicator, with an ability to build rapport with our customers and your colleagues
• Solution focused – Strive to understand and resolve potential issues to meet dispatch timeframes
• Prioritise workloads & multitask effectively – You’ll work with a number of Engineers & customers at any one time
• Open minded and willing to learn - Learning in a fast-paced and ever-changing environment, isn’t for the faint hearted but we will endeavour to set you up for success, and it starts with an initial three-week classroom induction
• Solid IT literacy - We use multiple systems, both inhouse portals and Microsoft systems
• Highly organised - Planning or scheduling experience would be beneficial but not essential
• Consistently remains calm under pressure – Some calls / emails may be of an urgent nature
• Open minded and willing to learn - Learning in a fast-paced and ever-changing environment, isn’t for the faint hearted but we will endeavour to set you up for success

If this sounds like you, apply today and send us your application!

Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.

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Additional Information

About Us, Our Culture & What We Can Offer You

Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe.  We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies

We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.

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