Customer Experience Trainer Full Time

Here at Chubb Fire & Security we have an opportunity for a Customer Experience Trainer to join our Customer Excellence Team based in Blackburn (BB1 2PR) on a full time, permanent basis.

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.

WORKING HOURS: 37.5 hours per week | Monday to Friday | 9.00am – 5.00pm

SALARY: Offering a competitive rate with a scale dependant on experience.

• 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

What You’ll Be Doing As Customer Experience Trainer

As a Customer Experience Trainer, you will play a key role in shaping the skills, confidence, and performance of our Business Support and Call Centre teams, delivering high-quality learning that drives brilliant customer experiences and operational excellence. You will design and deliver engaging induction and development programmes, coach our teammates in role, and work closely with leaders to make sure training is aligned to our service standards and KPIs

Training Design & Delivery

• Develop and deliver high-quality customer experience training programs for frontline, operational, and support teams
• Create engaging learning content using modern instructional design approaches, integrating digital learning tools, microlearning, simulations, and blended learning
• Facilitate onboarding programs ensuring new starters quickly gain the knowledge and behaviours required to represent the Chubb brand effectively

Capability Development

• Conduct skills assessments, coaching sessions, and performance observations to identify capability gaps and improvement opportunities.
• Build tailored development plans that uplift individual and team performance.
• Partner with leaders to reinforce learning and embed consistent service standards.

Transformation & Digitisation

• Champion the evolution of training through automation, digital platforms, and data-driven insights.
• Lead initiatives that modernise learning delivery, including e-learning libraries, virtual classrooms, interactive content, and learning analytics.
• Support wider transformation programs by ensuring training aligns with new processes, systems, and customer experience strategies.

Continuous Improvement

• Evaluate training effectiveness using analytics, feedback, and performance metrics; implement improvements to maximise impact.
• Maintain a deep understanding of industry trends, customer expectations, and best practice in customer experience training.
• Collaborate with cross-functional teams to ensure training continuously reflects operational needs and market changes.

What We Would Like You To Bring

• Designing, updating, and delivering engaging induction, refresher, and upskilling training for our Business Support and Call Centre colleagues, using a mix of virtual and face-to-face delivery
• Bringing processes, systems, and products to life through interactive learning methods such as role-plays, call listening, case studies, and systems walk-throughs
• Using quality assurance results, performance data, and manager feedback to identify training needs and shape targeted development sessions and coaching
• Completing call listening and contact reviews to assess service, compliance, and process adherence, and turning insights into practical coaching and training content
• Creating and maintaining clear training materials, guides, and support documents to help colleagues perform confidently and consistently in their roles
• Evaluating the impact of training through feedback, assessments, and KPI trends, continuously improving content and delivery

What You Will Bring To The Role

• Extensive experience in training design, facilitation, and capability development in customer-facing environments (preferably within security, fire protection, or technical service industries)
• Proven track record in modernising training through digital platforms, e-learning tools, and blended learning strategies
• Strong understanding of customer experience principles, service culture, and process optimisation
• Ability to translate strategic goals into practical training frameworks that drive measurable improvement
• Confident communicator who can influence, motivate, and engage diverse audiences.
• Analytical mindset with the ability to interpret training data and apply insights to improve content and delivery
• Experience in transformation or organisational change programs
• Background in using LMS/LXP platforms and digital content creation tools
• Professional training or coaching qualifications (e.g., CIPD L&D, TAP, ILM)

What Success Looks Like

• Improved customer satisfaction, consistency, and service delivery across all touchpoints
• Highly engaged teams who feel supported and skilled through modern, accessible learning
• A forward-thinking training ecosystem that keeps pace with digital innovation and industry change
• Training that directly contributes to Chubb’s mission of protecting customers with excellence, reliability, and service quality

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.

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.

#BR-CB