Contact Centre Customer Service Advisor

Role Overview

As a Contact Centre Customer Services Advisor, you will be the first point of contact, providing accurate, effective, and friendly responses and information. You will use your active listening, empathy, and problem-solving skills to guarantee a seamless and positive customer experience.

Key Responsibilities

• Respond to and resolve inbound queries via telephone, email, social media, and live web chat.
• Listen carefully, understand needs and provide clear, accurate information.
• Take ownership of queries and resolve them efficiently while remaining empathic and providing an outstanding customer experience.
• Maintain accurate customer records using the CRM system.
• Work with colleagues across BHF to find solutions and improve customer experiences.

What Makes You Great for This Role?

Your ability to connect with people is your superpower. You are a quick learner, curious, and build strong relationships quickly. You cut to the heart of the matter, listen, ask insightful questions, and provide the right help.

Your empathy and enthusiasm shine through in your strong communication skills, turning every interaction into a delightful experience. You are resilient, perform well under pressure, and make customers feel genuinely valued. You are confident with technology and can use multiple systems, including Microsoft Office, data entry, and databases.

Your proactive, positive "can do" attitude means you can solve a variety of queries, allowing customers the time they need. Driven by customer satisfaction, you transform challenges into opportunities and create 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.
• Making a difference: We focus on getting it right the first time, and you will take ownership of a varied and engaging workload.
• Flexible Working: Enjoy the best of both worlds with our hybrid working model, typically working 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 one day at our Birmingham office (B37 7YE) to collaborate with your team, while the remaining four days are worked remotely at home.

Interview Process

1. Initial Stage: One-way video interview, allowing you to record responses to pre-set questions at your convenience, showcasing your personality, skills, and experiences.
2. Second Stage: Assessment centres will be held in person at our Birmingham Office (B37 7YE) on 18th, 19th, and 20th Aug 2026. Please note that these dates are fixed and cannot be changed.

Start Date & Induction

New starters will begin on 29 Sep 2026 (non-negotiable). The induction training will last for four weeks, during which you will be required to come into the office additional days. After completing the training, this will reduce to once a week.