Contact Centre Customer Service Advisor

We’re looking for enthusiastic and customer-focussed people to join our contact centre team at the British Heart Foundation.

As our ideal candidate, you will be someone who can hit the ground running and therefore will have previously worked in a call or contact centre environment. Whatever your experience and background, if you are passionate about delivering great customer-service and want to work in an inclusive team at a charity that saves lives, we’d love you to hear from you!

Here are the skills and attributes we are looking for:

• Active listening and responding with empathy
• Passionate about helping others and solving problems
• Excellent communication (verbal and written)
• Comfortable multitasking, staying organised and motivating yourself
• Desire to get things right first time
• Passion for learning
• Good digital skills
• Patience

What is the role?

Representing the British Heart Foundation (BHF) as a first point of customer contact, you’ll provide an exceptional level of customer service by keeping it Epic, Emotional and Easy for the customer. You’ll respond to and resolve inbound customer, supporter and fundraiser queries via telephone, email, and live chat.

Day-to-day you could be taking donations, responding to requests for information, or resolving a customer complaint or query. Using our ticketing system and CRM, you will be keeping our records updated with customer preferences and reasons for contact. In this fast paced and people focussed role, you will use your talent for understanding each individual's needs to ensure a smooth and positive customer experience.

Working arrangements

Working hours are 9-5, Monday to Friday (35 hours per week.) This is a blended role, where your work will be dual located between your home and our Birmingham Office.

The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you must be prepared to work in a flexible way to unlock your best work for our cause. Most of our colleagues on blended contracts can expect to spend some time in their office each week, on average.

What can we offer you?

Our MyBHF Career Academy provides you with support, inspiration, and opportunities to help you unlock your full potential. We have a strong culture of internal progression and will actively support you to develop your career within the Customer Services team and the wider organisation.

Our generous staff benefits include:

• 30 days annual leave plus bank holidays
• Private medical insurance
• Dental health cover
• Contribution towards gym membership
• Pension with employer contribution up to 10%
• Life assurance

We have been recognised by the Chartered Institute of Personnel and Development (CIPD) for our Live Well. Work Well. Programme. Heart health is central to our mission, and that starts with you. We provide a programme of activities, opportunities, and guidance to inspire and support you to live a healthy and happy life, at home and at work.

We celebrate diversity and make inclusion part of what we do every day. Diversity and Inclusion forms a main pillar in our People Experience Strategy. Our aim is for all our colleagues and volunteers to bring their true self to work.

How do I apply?

It’s quick and easy to apply - all you need is an up-to-date CV and answer three questions. Just click on the apply button below to get started.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

Our recruitment process requires that successful candidates are asked to consent to a Basic criminal records check and any offer of employment will be subject to a satisfactory basic DBS check.

What is the interview process?

The interview process will be held over MS Teams or at our Birmingham Office.

Please note that Internally this role will be know as Customer Care Advisor.