Senior Customer Complaints Advisor

5 months ago

Birmingham, United Kingdom British Heart Foundation Full time

Are you an experienced complaint handler, able to resolve complex cases and provide outstanding customer service?

If so, you could be the Senior Customer Complaints Advisor we are looking for

**About the role**

We are looking for an experienced Senior Customer Complaints Advisor to join our team and help us provide the best customer experience. As part of this role, you will be responsible for handling complex customer complaints both in writing and over the phone, acting as an escalation point for the team, and helping to resolve customer complaints.

You will help establish an environment where the team can succeed while ensuring they deliver outstanding resolution and customer satisfaction.

Your responsibilities will include:

- Helping develop a team of phone agents by leading, coaching, and mentoring them to handle customer complaints and important inquiries well and meet resolution goals
- Encouraging team members to share expertise, learn from one another, and provide support for one another in order to cultivate an environment of empathy, support, and ongoing growth
- Monitoring performance and ensuring we maintain our SLAs.
- Assisting with root cause analysis, making sure that lessons learned are shared with the wider BHF team, and sharing information and ideas so that we can improve our services based on our customers feedback.
- Champion best practise and serve as a point of contact for complicated customer issues, working closely with your team to solve them as soon as possible.

**Working arrangements**

This is a blended role, where your work will be dual located between your home and our Birmingham office.
At 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. 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.

**About you**

You will have extensive experience managing customer complaints in a contact centre environment, including conflict resolution, reporting, and communication. You will demonstrate tenacity when handling customer complaints, ensuring every one is resolved fairly.
- As an outstanding writer, you will have an eye for detail and accuracy, a passion for problem-solving, and the ability to determine the root causes of customer issues. In addition, you have exceptional organisational and time management skills, as well as strong analytical abilities, and you are proficient with Microsoft Office and CRM databases.

You'll also be a superb communicator who is able to explain complex information clearly and with confidence over the phone and be able to impart knowledge and promote continuous improvement.

You have a high level of empathy; you continuously put yourself in the customer's shoes and assume responsibility for their issue from beginning to end.

**About us**

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.

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.

**Benefits**

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

**Interview process**

Please note interviews will be held over Microsoft Teams.

**How to apply

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