Supporter Care Advisor

o you have experience of outbound calling in a call centre environment? Do you have experience of engagement with customers through social media? Are you passionate about delivering exceptional customer service? If so, join our team!

 
About the role
 
As a member of our Customer Engagement team, you’ll provide an exceptional level of customer service to all British Heart Foundation (BHF) customers through outbound stewardship activity, thereby enhancing the customer experience and driving revenue growth.
Through social media and outbound phoning, you'll play a critical part in keeping us connected with our customers, who are the lifeblood of the organisation. You'll also help us increase engagement for several of our major fundraising events, including the London Marathon and the London to Brighton Bike ride.
You'll strive to enhance and develop the customer experience by engaging with all our customers through our stewardship activities, which includes social media. You’ll also manage these relationships and work to achieve financial and customer satisfaction targets as part of your stewardship responsibilities.
Working arrangements

This is 15 month Fixed Term Contract covering a secondment. 
Working hours are between 09:00am – 07:00pm, subject to business needs. Normal working hours are 09:00am to 05:00pm - Monday to Friday, with flexibility to work 11:00am - 07:00pm during peak event season. We are hoping to start someone in this role on 6th March 2024. 

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

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
You’ll have a high standard of written and spoken English and proven experience of engagement with customers via social media. 
With a good standard of IT skills and computer literacy specifically relating to Microsoft Office packages, database/CRM systems and the recording / inputting of data, you'll be able to demonstrate accurate data entry and recording skills in a timely manner.
You’ll have experience of outbound calling in a customer service environment with an objective of relationship building, enhancing customer experience and increasing fundraising revenue and will show a real passion for delivering world-class customer service.
Capable of demonstrating superior customer service skills, with enthusiasm and empathy, both verbally and in writing, you'll possess an uncanny ability to pay attention to detail, as well as superior administrative and time management abilities, in order to deliver results on time and within budget.
What can we offer you?
Our Career Academy provides you with support, inspiration, and opportunities to help you unlock your full potential. Alongside your role, we offer opportunities to complete apprenticeships. 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.

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.

What is the interview process? 
We are planning first stage interviews to be a telephone interviews. The second interview will be face to face in our Birmingham Office shortly after the advert close date.