British Heart Foundation
Locations: Dual – Birmingham office & home
Salary Details: circa £31,000 p/a + benefits
Hours Per Week: 35
Closing Date: 23 Jan 2024
Vacancy type: Permanent
Do you have the skills and experience to lead our dynamic customer complaint call centre team? Can you inspire and embody our values, ensuring customers feel at the heart of our services?
We’re in search of an exceptional leader to nurture our team towards delivering outstanding customer experiences.
About the role
As the Customer Complaints Team Leader, you’ll lead a large hybrid team, guiding and empowering them to efficiently address complaints while maintaining compliance with British Heart Foundation (BHF) Complaints Policy and Charity Commission standards.
Fostering a culture of excellence and fun, you’ll ensure each team member has the skills, empathy, information, and tools needed for efficient and effective case management.
You’ll be spearheading innovation and continuous improvements by identifying opportunities for processes, systems, and culture enhancements through root cause analysis and other insights. By implementing a trackable programme of change, you will ensure effective support for resolving complaint root causes and closing the loop.
Additionally, you’ll lead the updating and communication of best practice policies, ensuring their adoption across all customer-facing teams.
Key Responsibilities:
- Managing complaints: Oversee the team, ensuring they meet KPIs and SLAs while handling a high volume of calls. Champion customer expectations, serve as an escalation point and as a point of knowledge for handling complex cases. Ensuring all resolutions align with policy and regulatory standards, including but not limited to GDPR, Ofcom, and ICO directives.
- Exceptional people leadership: Guide, inspire, and unlock the potential of our hybrid team, which operates partly in-office and remotely. Your leadership will resonate both in-person and virtually, nurturing talent and fostering excellence.
- Data management: Supervise accurate record-keeping using CRM systems, meticulously manage data, generate reports, review processes, and maintain financial records in compliance with our policies and regulatory bodies.
- Quality assurance: Conduct thorough quality assessments, implement controls and guidance, identify training needs, and drive service implementation for exceptional customer experiences.
- Reporting : Ensure comprehensive performance reporting, regulatory compliance reporting, as well as insights for continual improvements.
- Stakeholder management: Build and develop strong working relationships quickly with both internal and external stakeholders. You’ll lead the way as a Complaints Champion by exemplifying best practices and ensuring buy-in and adoption.
- Continuous Improvement: Lead and contribute to continuous improvements, demonstrating innovation in delivering initiatives to refine procedures and systems for optimum efficiency and exceptional service delivery.
If you’re passionate about leading a team to excellence, driving innovation, and ensuring outstanding service, join us in this pivotal role.
About You
To thrive in this role, you’ll have:
- Complaint management and regulatory compliance expertise: extensive experience in overseeing complex complaints and conflict resolution in a call centre environment. You’ll also have experience ensuring compliance in a regulated setting.
- Leadership and continuous improvement experience: strong experience managing a customer complaints team. In addition, you ideally have a Six Sigma certification to support your background in continuous improvement and agile project management methodologies.
- Exceptional data analysis and reporting experience: significant experience in data management and compliance. You’ll have experience generating reports, data analysis, and insights, enabling a comprehensive overview of ongoing operations and facilitating informed decision-making. You’ll also have excellent IT skills and excellent knowledge of databases and CRM systems.
- Outstanding communication and stakeholder management skills: excellent communication and presentation skills and be able to quickly build and develop strong working relationships with internal and external stakeholders.
- Adaptable and solution-focused approach: With a detail-oriented, solution-focused approach, you’ll be adept at balancing priorities and driving continuous improvement even under pressure.
About Team
Welcome to our newly reformed Customer Complaints Team at BHF! We’re about being brave, compassionate, informed and making a genuine impact. Join a vibrant team where innovation flourishes, and each day offers a chance to revolutionise customer experiences. Our team champions inclusivity, fosters new ideas, and cultivates a collaborative environment. Join a culture not just focused on resolving complaints, but empowering each customers help us transform the lives of people living with heart and circulatory diseases.
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.
Working arrangements
This is a blended role, where your work will be dual located between your home and our Birmingham office, Monday to 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.
We are hoping to potentially starting someone in this role on 6th March 2024 (subject to negotiation and notice periods).
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
We are planning interviews will be face to face at Birmingham Office on Wednesday 31st Jan 2024.
How to apply
It’s quick and easy to apply for a role at the BHF. Just click on the apply button below. All you’ll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria.
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.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
Should you need any adjustments to the recruitment process, at either application or interview, please contact us.
Please note internally this role is known as Customer Feedback Team Leader
To apply for this job please visit jobs.bhf.org.uk.