Contact Centre Customer Service Advisor

5 months ago

Birmingham, United Kingdom British Heart Foundation Full time

Do you have previous call centre or call handling experience? Would you like a hybrid role in which you can make real difference? Do you want to work in a fun, innovative and inclusive team? Are you able to provide an exceptional customer experience by supporting, informing, and inspiring our customers, therefore enabling us to continue our life-saving research?

Our call center team is growing and we’re looking for experienced enthusiastic and customer-focussed people to join our contact centre team at the British Heart Foundation.

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?**

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**

This is a 6 month fixed term contract.

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.

**Interview process**

We plan to use video interviews for the first stage of the interviews. The second stage will take place through MS teams or in person at the Birmingham Office.

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

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