Senior Customer Fulfilment Advisor

3 months ago

Birmingham, United Kingdom British Heart Foundation Full time

Do have a proven track record in administration? Can you provide operational support in fast paced environment? Do you want to put the customer at the heart of everything we do? Can you lead and develop a team to provide outstanding customer service?

We're on the lookout for an enthusiastic Senior Customer Fulfilment Advisor to join our dedicated team at the British Heart Foundation (BHF)

As a Senior Customer Fulfilment Advisor, you will be the right hand to our Customer Operations Manager, playing a pivotal role in advancing our life-saving mission. You’ll be an ambassador for our organisation, ensuring that every interaction with our supporters and customers leaves a positive and lasting impression.

Here's what the role entails:

- Administrative Excellence:

- Efficiently managing administrative tasks related to fulfilment processes.
- Team Empowerment and Development:

- Act as a catalyst for team growth, providing support, development, and serving as an escalation point.
- Help refine processes to ensure effective task execution and prioritisation.
- Postal and Communication Management:

- Oversee both incoming and outgoing postal items with meticulous attention.
- Provide exceptional customer service ensuring seamless communication and timely execution.
- Stock Optimisation:

- Help manage and order stock efficiently to ensure readily available supplies for our teams.
- Stakeholder Engagement, Performance Targets, and Strategic Alignment:

- Cultivate positive relationships with stakeholders both within and outside the BHF organisation.
- Aim high and support the team in exceeding performance targets and Service Level Agreement' s (SLA), contributing directly to overall team success.
- Collaborate with the Customer Operations Manager to align the team with strategic goals.

**Working Arrangements**

**This a 6 month Fixed Term Contract**

This is an office-based role located at our Birmingham office (B37 7YE).

**About You**:
To excel in this role, you will have:

- Administrative Expertise
- Extensive experience in administration, ideally with experience in fulfilment or operations

Operational Excellence and IT Proficiency
- Strong organisational skills with meticulous attention to detail, ensuring seamless communication and timely execution of administrative tasks.
- Proficiency in IT skills, including Microsoft Office and databases.
- Outstanding Communication & Leadership Skills
- Prior experience in handling inquiries and feedback, you are able to provide top-notch customer service.
- Exceptional interpersonal skills to cultivate positive stakeholder relationships both internally and externally, coupled with excellent writing skills.
- Preferably you'll have some experience in leading a team, providing development support, refining processes, and prioritisation of tasks.
- Results-Driven Mindset and Compliance Knowledge
- Track record of achieving ambitious performance targets and contributing directly to team success.
- Solid grasp of English and Maths, as well as knowledge of cash handling, GDPR, and PCI compliance.

**About us**

We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day.

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

**Interview process**

**How to apply

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