Customer service advisor

The opportunity Are you passionate about delivering exceptional customer service, connecting with people, and making a real difference? Join Our Team as a Customer Services Advisor At the British Heart Foundation (BHF), we believe every interaction matters. We're looking for dedicated Customer Services Advisors to join our team and help us build long-term relationships with our customers, supporters, and fundraisers. Role Overview As a Customer Services Advisor, you'll be the first point of contact, providing accurate, effective, and friendly responses and information. You'll use your active listening, empathy, and problem-solving skills to guarantee a seamless and positive customer experience. Key Responsibilities: Responding to and resolving inbound queries via telephone, email, social media, and live web chat. Providing information, taking donations, and resolving customer queries and feedback. Using our ticketing and CRM systems to update customer records. Connecting with our BHF supporters through outbound calls, supporting their training schedules, fundraising, and promoting major events like the London Marathon and the London to Brighton Bike Ride. Enhancing satisfaction and relationships through stewardship activities. We are currently recruiting for 7 roles with both permanent and fixed-term opportunities across our Customer Care and Customer Engagement teams. Responsibilities and priorities will vary depending on the team you join. This will be discussed further during the interview process What Makes You Great for This Role? Your ability to connect with people is your superpower. You're a quick learner, curious, and can build strong relationships quickly. You get to the heart of the matter, listen, ask insightful questions, and provide the right help and build relationships with our customers and supporters. Your empathy and enthusiasm shine through in your strong communication skills, turning every interaction into a delightful experience for our customers. You're resilient, perform well under pressure, and make customers feel genuinely valued. Comfortable with technology, you have experience in Microsoft Office, data entry, and databases. Your proactive, positive “can do” attitude means that you can solve a variety of queries, giving customers the time they need. Driven by customer satisfaction, you transform challenges into opportunities, creating unforgettable experiences. Your strong administrative and time management skills help you prioritise and manage your workload effectively. Why Join Us? Have a Real Impact : Help fund lifesaving research into heart and circulatory diseases—every interaction makes a difference Make a Difference: We focus on getting it right, first time, and you’ll take ownership of a varied and engaging workload. Flexible Working : Enjoy the best of both worlds with our hybrid working model—four days at home and one day in our Birmingham office. Supportive Team : Join a fun, diverse team that values knowledge sharing, continuous improvement, and well-being. Training and Development : Benefit from comprehensive training and continuous support for your personal and professional growth. Fantastic Benefits : 30 days annual leave plus bank holidays Private medical insurance, dental health cover, and money towards gym membership Pension scheme with employer contribution up to 10% Full pay for 12 weeks for family leave, including maternity, paternity, and adoption leave Life assurance Extra paid leave of up to 10 days to support colleagues who may need more time off work Working Arrangements Working Hours : Normal working hours are 09:00am to 05:00pm, Monday to Friday, with flexibility to work 11:00am - 07:00pm and some Saturdays during peak event season. Hybrid Role : A week typically involves 1 day a week (usually Wednesdays) in our Birmingham office (B37 7YE) to collaborate with your team and other 4 days will be working remotely at home. Interview Process Our interview process involves two stages: Initial Stage : One-way video interview, allowing you to record responses to pre-set questions at your convenience, showcasing your personality, skills, and experiences. Second Stage: Assessment Centres will be held in person at our Birmingham Office (B37 7YE) on 21st, 22nd, and 23rd January 2025. Please note that these dates are fixed and cannot be changed. Start Date & Induction: All new team members will start on 26th February 2025, and this date is not negotiable. The induction training will last for four weeks, during which you will be required to come into the office more frequently. After completing the training, your office attendance will reduce to once a week. How to Apply It’s quick and easy to apply - all you need is an up-to-date CV and to answer four short questions. Just click on the apply button below to get started. As part of our commitment to being an inclusive employer and ensuring fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey. Should you need any adjustments to the recruitment process, at either application or interview, please contact us. Please note that we are unlikely to be able to sponsor applicants for this role, as it does not meet the minimum salary criteria for sponsorship eligibility. B37 7YE Additional Information Post Justification Benefits Job Description Download