Field Support Advisor - FTC Chubb Customer Service

Field Support Advisor – Chubb Fire & Security

Location:

Blackburn (BB1 2PR
). Fixed‑term contract for 12 months.

As a Field Support Advisor within our Customer Excellence Teams, you will provide the best customer service experience. You will collaborate with field‑based engineers, account managers, our branch network and external customers to coordinate and dispatch engineers within specified time frames to meet service level agreements.

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 via email and telephone.
• Dealing with customer responses to telephone calls and emails and updating systems accordingly.
• Updating and maintaining multiple scheduling systems, platforms and CRMs.
• Meeting KPI’s focused on timely dispatch.

37.5 hours per week – Monday to Friday, shifts between 8 am and 6 pm.

£25,668 per annum.

• Free onsite parking.
• Cycle‑to‑work scheme.
• Free mortgage advice.
• Company pension scheme.
• Life assurance (four times the basic salary).
• Employee scholarship scheme.
• A central benefits platform offering a wide variety of discounts.
• Bravo awards – recognising outstanding contributions and encouraging excellence.

Experience is not required, as we offer full training and support. We look for applicants who:

• Have natural communication skills and can build rapport with customers and colleagues.
• Are solution‑focused and strive to understand and resolve potential issues to meet dispatch time frames.
• Can prioritise workloads and multitask effectively, working with multiple engineers and customers at once.
• Are open‑minded and willing to learn in a fast‑paced, ever‑changing environment; we provide a three‑week induction.
• Have solid IT literacy and can use multiple systems, both in‑house portals and Microsoft platforms.
• Are highly organised – planning or scheduling experience is beneficial but not essential.

Chubb Fire and Security is an equal opportunities employer. Our commitment to diversity, equity and inclusion ensures all employees and applicants feel valued, respected and supported. Individuality is celebrated, and our strength lies in the diversity of our team, fostering an equitable environment that empowers individuals to contribute unique perspectives and drive innovation and excellence at every level.