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SalaryAre you an experienced complaints expert? Do you have previous Call Centre experience? Are you ready for a job where you can truly make a difference? If so, we invite you to join our Customer Experience team as a Customer Complaints Advisor!
About the Role:
As our Customer Complaints Advisor, you'll be at the heart responding us our customer feedback - complaints, comments, and compliments. Investigating, responding to, and resolving feedback, across multiple channels, you'll ensure we deliver outstanding customer experiences while following our British Heart Foundation (BHF) Complaints policy.
You'll be the go-to person for our Customer Service team, helping make quick, informed decisions on complaints and expressions of dissatisfaction.
You will negotiate swift resolutions, spot ways to make things better, keep precise records, and craft suitable responses to customers.
This is your chance to be a customer experience champion, build lasting customer relationships, and be part of our journey towards excellence and growth.
Working arrangements
This is a blended role, where your work will be dual located between your home and our Birmingham office, Monday - Friday, 9 - 5.
At the 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.
Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.
About You:
With a proven track record in feedback and complaints management within a dynamic contact centre environment, you excel in conflict resolution, adept reporting, and exceptional communication.
You're well-versed in contact centre best practice and have a solid understanding of contract law and statutory regulations, ideally with familiarity of Fundraising Complaint Regulations.
Your communication skills, both spoken and written, are top-notch. You're a skilled negotiator who thrives under pressure and a problem-solving pro who can influence outcomes.
Attention to detail is your superpower. You're all about accurate data entry, meeting deadlines and ensuring communication is fair and transparent. You're also an analytical thinker, using data to drive positive change and support investigations.
Plus, you're tech-savvy with excellent IT skills especially in Microsoft Office and database/CRM systems.
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 net
What's in It for You?
Our perks include:
• 30 days annual leave and bank holidays
• Private medical insurance
• Dental health coverage
• Gym membership support
• Up to 10% employer contribution to your pension
• Life assurance
We're CIPD-recognised for our Live Well. Work Well programme, and we're on a mission to make heart health a priority, starting with you. From home to the office, we're here to inspire and guide your journey to a healthier, happier life.
Ready to apply?
Applying is a breeze; simply prepare your CV and click the "Apply" button below. You'll also be prompted to answer three quick questions.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.
Our recruitment process requires that successful candidates are asked to consent to a Basic criminal records check and any offer of employment will be subject to a satisfactory basic DBS check.
Should you need any adjustments to the recruitment process, at either application or interview, please contact us.
What is the interview process?
The first stage interview will be a telephone interview. The second interview will be face to face in our Birmingham Office shortly after the advert close date.
