Head of Customer Satisfaction

# At Chubb we are driven by a powerful purpose - to protect your world

Here 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
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