Customer Relations Team Leader

5 days ago

Birmingham, United Kingdom British Heart Foundation Full time

Are you an experienced complaint manager, able to lead and inspire and embody our values to ensure our customers feel that they are at the heart of what we do?

You could be the Customer Relations Team Leader we are looking for

**About the role**

As our Customer Relations Team Leader, you’ll develop and lead the Customer Relations team, ensuring complaints, comments and compliments receive an exceptional level of customer services.

You'll ensure all members of the team have the skills, knowledge, and information to successfully deliver an excellent inbound customer service to all customers, whilst also developing and maintaining strong relations and communications with all external and internal customers and external suppliers to meet the current and changing needs of the organisation.

You will be proactive with your approach and accountable for driving performance and customer satisfaction across your team. You will meet KPIs and SLAs, manage high volume call handling, whilst ensuring the team exceed Customer expectations at every opportunity and ensuring success.

Working closely with the management team to develop and champion a culture of quality, fun and continuous improvement, whilst also delivering insight and analysis through accurate reporting. You’ll contribute to the continuous development of activities, systems and processes relating to all aspects of customer service and assist with continuous improvement of procedures to achieve optimum efficiency and customer service.

**Please note that internally this role will be known as the "Customer Feedback Team Leader". This is a dual location role, with your working time split between your Home and our Birmingham Office. This will allow us to unlock our best work for our cause, blending the best of home and office working.**

**About you**

With previous experience of complaint management including conflict resolution, reporting and communication you’ll have an understanding of the rules and regulations that directly impact this team including but not limited to GDPR, Ofcom and ICO directives.

You’ll be able to demonstrate previous leadership and people and performance management experience as well as experience of running a feedback or complaints team within a contact centre environment.

You are a strong promoter of the operational performance and used to collaborating with other operational leads to achieve solutions. You’ll have strong communication, influencing and presentation skills and be knowledgeable in data analysis, reporting and document management. You’ll also have experience in coaching teams in accurate data entry and using CRM Databases.

Above all you demonstrate passion for leading teams to deliver a first-class customer service.

**About us**

Everything we do comes back to funding life-saving research into all heart and circulatory conditions including heart failure, stroke, and vascular dementia. Every hour of research we’ve ever funded, every item we’ve ever sold, every campaign we’ve ever run, all the support we’ve ever given. The donations we receive are used to make people’s lives healthier and longer.

We celebrate diversity and make inclusion part of what we do every day. Diversity and Inclusion form a main pillar in our People Experience Strategy. Our aim is for all our colleagues and volunteers to bring their true self to work, so we can continue to fund life saving research.

Here at the BHF we understand that you might need a little help balancing your work and home life. Many of our people work flexibly in many different ways. Please feel free to talk to us about the flexibility you may need; we’re happy to explore what’s possible for you and the role.

**What can we offer you**

To find out more about benefits available at the BHF please download our benefits document at the bottom of this page.

**Interview process**

The interview process will be held over MS Teams.

**How to apply**

NW1 7AW

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