At a Glance
- Tasks: Provide friendly support and resolve customer queries via phone, email, and social media.
- Company: Join a dynamic team at a leading charity making a real difference.
- Benefits: 30 days leave, private health insurance, gym contributions, and a generous pension scheme.
- Other info: Enjoy flexible hybrid working with opportunities for personal and professional growth.
- Why this job: Make a positive impact on lives while developing your skills in a supportive environment.
- Qualifications: Strong communication skills, empathy, and tech-savviness are essential.
The predicted salary is between 25000 - 28000 £ per year.
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
- 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 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.
Contact Centre Customer Service Advisor in Birmingham employer: British Heart Foundation
As a Store Manager with us, you'll be part of a vibrant community-focused team dedicated to sustainability and making a real difference. We offer a supportive work culture with extensive benefits, including generous annual leave, enhanced family policies, and access to health resources, all while providing opportunities for personal and professional growth in a fast-paced retail environment. Join us to lead a diverse team and contribute to life-saving research while enjoying a rewarding career in fashion retail.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Customer Service Advisor in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Heart Foundation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Heart Foundation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Customer Service Advisor in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Heart Foundation:Your cover letter is your chance to shine! Tell us why you want to work at British Heart Foundation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Heart Foundation!
How to prepare for a job interview at British Heart Foundation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
