Contact Centre Advisor

3 weeks ago

Birmingham, United Kingdom British Heart Foundation Remote Work Freelance Full time

Are you an experienced contact centre professional with a passion for exceptional customer service? Do you thrive in an inclusive and innovative team environment?

If so, we invite you to join our growing contact centre team at the British Heart Foundation (BHF). As a Contact Centre Advisor, you'll play a crucial role in supporting our life-saving research.

About Us:

At the British Heart Foundation, we are dedicated to making a real difference. Our people are at the heart of everything we do. By funding research across six decades, we’ve helped keep millions of hearts beating and millions of families together. We’re investing in ground-breaking research that will get us closer than ever to a world free from the fear of heart and circulatory diseases.

Our Contact Centre team is expanding, and we are seeking enthusiastic individuals with a strong customer focus to join us

About the role

As a Contact Centre Advisor, you will be the first point of contact for our customers, supporters, and fundraisers. Your mission will be to provide an exceptional customer experience by keeping interactions Epic, Emotional, and Easy. Your daily tasks will include:

Responding to and resolving inbound queries via telephone, email, and live chat. Providing information, taking donations, and resolving customer complaints or queries. Using our ticketing and CRM systems to update customer records with preferences and reasons for contact.

In this dynamic and customer focused role, you'll harness your active listening, empathy, and problem-solving skills to guarantee a seamless and positive customer experience.

About you:

We are looking for candidates with the ability to remain calm and patient in fast paced environment, providing consistent and engaging support, as well as the following key skills:

Contact Centre Experience: Preferably you will have a proven track record in a contact centre or call handling environment, demonstrating your ability to handle inbound queries effectively. Passion for Customer Service Excellence: A genuine enthusiasm for delivering exceptional customer service, with a commitment to making every interaction a positive and memorable one. Excellent Communication: Strong verbal and written communication skills to convey information clearly and professionally to customers and colleagues. Digital Proficiency: Excellent IT skills and able to navigate multiple systems, allowing for seamless navigation and efficient customer support. Multitasking: You have the ability to handle multiple tasks simultaneously, prioritise effectively, and manage your own time efficiently. Adaptability:  You can remaining calm under pressure, adapt to change, able to solve problems, and maintain a positive attitude. 

With these essential skills, you'll be well-equipped to excel as a Contact Centre Advisor at the British Heart Foundation.

Working arrangements

This is a  6-month fixed term contract. While initially this role is for six months, could potentially lead to permanent job opportunities.

This is a blended role, where your work will be dual located between your home and our Birmingham office (B37 7YE), 9-5 Monday to Friday, totalling 35 hours per week.

At the BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least one day each week, on average. At the moment the team typically go in once a week, on a Wednesday. 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 will need to work in a flexible way to unlock your best work for our cause.

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage

What We Offer:

Joining the British Heart Foundation means becoming part of our MyBHF Career Academy, where you'll receive support, inspiration, and opportunities to develop your career. We offer generous staff benefits, including:

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

We prioritise the well-being of our employees through our Live Well. Work Well. Programme, which provides activities, opportunities, and guidance to help you lead a healthy and happy life, both at home and at work. We celebrate diversity and inclusion and encourage all our colleagues to be their authentic selves.

Interview Process:

Our interview process involves two stages. We will conduct the initial stage via telephone interviews, followed by an assessment centre, which will take place through in person at our  Birmingham Office.

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