Head of Customer Satisfaction Chubb Customer Service

Are you looking to join a business that offers a genuine ‘people first’ culture?

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.

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.

• Free Onsite Parking
• Cycle to Work Scheme
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Employee Scholarship Scheme
• A Central Benefits Platform offering a wide variety discounts
• Bravo Awards:
  Recognising outstanding contributions from all employees and encourage excellence

Lead and elevate the end-to-end customer experience across the organisation. This role owns customer satisfaction performance (CSAT), complaints strategy and resolution, Trustpilot presence, customer portal development, and the customer experience QA/mentoring function supporting all business support teams. The mandate: contribute towards a consistently exceptional, measurable, and scalable customer journey.

• Define and execute the organisation’s customer satisfaction strategy across all touchpoints
• Set performance targets, KPIs, and continuous improvement frameworks for CSAT, NPS, and sentiment metrics
• Build a data-driven view of the customer journey and lead strategic initiatives to improve pain points and drive retention

• Own the complaints function end-to-end, ensuring rapid resolution, root‑cause analysis, and systemic improvements
• Implement robust governance, reporting, and escalation pathways
• Champion a culture of accountability and learning, ensuring complaint insights feed into product, process, and service enhancements

• Manage Trustpilot strategy, performance, and response governance
• Drive initiatives that increase positive engagement while ensuring transparent, professional management of negative reviews
• Monitor external sentiment trends and deliver insight‑led action plans

• Lead the development, optimisation, and product roadmap of the customer portal
• Ensure the portal delivers intuitive, frictionless self‑service aligned to customer needs
• Collaborate with technology, product, and operations teams to enhance digital journey performance Quality Assurance & Mentoring (Business Support Functions)
  • 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
  Cross-Functional Leadership
  • Work closely with Operations, Product, Technology, Sales, and Compliance to ensure customer insights influence strategy and delivery
  • Translate data into clear, actionable recommendations for senior leadership
  • Drive alignment on customer‑centric priorities across the organisation
  • 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
  Success Measures
  • CSAT performance uplift and stability
  • Reduced complaint volumes and improved resolution quality
  • Trustpilot rating improvement and engagement quality
  • Customer portal adoption and self‑service efficiency
  • QA uplift across business support functions
  • Measurable improvements across key customer journey metrics