Contact Centre Advisor

4 weeks ago

Birmingham, United Kingdom British Heart Foundation 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:

- 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**:

- **Contact Centre Experience**: 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**: Proficiency in digital tools and systems, allowing for seamless navigation and efficient customer support.

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 blended role, where your work will be dual located between your home and our Birmingham office, Monday to Friday, totalling 35 hours per week.

**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 prioritize 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 the second stage, which will take place through MS Teams or in person at our Birmingham Office.

**How to apply**
- Please note internal this role is known as "Customer Care Advisor"_

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