British Heart Foundation
Locations: Dual – Birmingham office & home
Salary Details: £26,000 – £27,500 p/a + benefits
Hours Per Week: 35
Closing Date: 23 Jan 2024
Vacancy type: Permanent
Are you an experienced complaints handler, able to resolve complex cases and provide outstanding customer service?
We are looking for an experienced Senior Complaints Advisor to join our team and help us provide the best customer experience. This is an exciting opportunity to take on a pivotal role in spearheading a dynamic, empathetic, and highly impactful end-to-end complaints service.
You will be responsible for handling complex customer complaints both in writing and over the phone and act as an escalation point for the team. You will also 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 advisors to deliver exceptional experiences and exceed expectations
- Champion best practise and encourage the sharing of expertise
- Monitor performance and ensuring we maintain our SLAs
- Reporting insights as well as sharing valuable feedback with wider organisation
- Serve as a point of contact and knowledge for complicated customer issues
About Team
Step into the vibrant world of our newly reformed Customer Feedback 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.
Working arrangements
This is a blended role, where your work will be dual located between your home and our Birmingham office (B37 7YE), Monday – Friday 9 – 5.
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.
Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview.
We are aiming to start someone in this role on 6th March 2024.
About you
You will have extensive experience managing customer complaints in a contact centre environment, including conflict resolution, reporting, and communication. You will be able demonstrate your influencing skills and resilience 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 cause of customer issues. In addition, you will have exceptional organisational and time management skills, as well as strong analytical abilities, and be 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
Our Career Academy provides you with support, inspiration, and opportunities to help you unlock your full potential.
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 to10%
• 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.
Interview process
Please note we are planning face to face interviews for 31st Jan 2024 at our Birmingham Office.
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 answer 3 questions 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 this role will be known internally as “Senior Customer Feedback Ambassador”
To apply for this job please visit jobs.bhf.org.uk.