Contact Centre Advisor

Join Our Team as a Contact Centre Advisor! At the British Heart Foundation (BHF), we believe every interaction matters. We are looking for dedicated Contact Centre Advisors to join our team and help us build long‐term relationships with our customers, supporters, and fundraisers.

As a Contact Centre 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.

Our recruitment processes are fair, accessible, and inclusive. BHF uses anonymous CV software as part of the application journey. You may request adjustments to the recruitment process, at either application or interview. Successful candidates must consent to a Basic DBS check and any offer of employment will be subject to a satisfactory check being completed. We are unable to sponsor applicants for this role as it does not meet the minimum salary criteria for sponsorship eligibility. Internally this role is also known as Customer Care Advisor.

• 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.

Your ability to connect with people is your superpower. You are 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, building relationships with our customers and supporters.

You show empathy and enthusiasm through strong communication skills, turning every interaction into a delightful experience for our customers. You are 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 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.

• 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 to look after themselves or others close to them.

To find out more about our benefits you can download the Benefits document at the bottom of this page or check out our Benefits and Development pages.

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.

• 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 24‐26 March 2026. Please note that these dates are fixed and cannot be changed.

All new team members will start on 29 April 2026 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.

We celebrate and value the diversity of the communities we serve, recognising that embracing different perspectives and backgrounds strengthens our organisation and drives innovation. By fostering an inclusive environment where everyone feels respected and supported, we are better equipped to achieve our mission of helping people have a healthier heart for longer.

To hear from our people, check out Belonging at BHF. Our people are at the heart of everything we do. By funding research across six decades, we have helped keep millions of hearts beating and millions of families together. We are investing in ground‐breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.