At a Glance
- Tasks: Investigate and resolve customer complaints, turning challenges into positive experiences.
- Company: Join the British Heart Foundation, making a real difference in people's lives.
- Benefits: Hybrid work, comprehensive benefits, and professional development opportunities.
- Other info: Flexible working arrangements and a supportive, inclusive workplace culture.
- Why this job: Be the voice for customers and help improve their experiences every day.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 22050 - 26950 £ per year.
Experienced in complaint resolution in contact centre environment?
Thrive in a fast-paced contact centre environment?
Join us as a Customer Feedback Ambassador and help turn challenging customer experiences into positive outcomes.
As part of our Customer Service contact centre team, you'll investigate and resolve complaints, feedback and complex enquiries across phone, email, live chat and written correspondence.
Combining empathy with sound judgement, you'll deliver fair, timely resolutions while helping us improve the experience we provide to our customers and supporters.
About the role You'll be the main point of contact for customer complaints and feedback, managing cases from initial contact through to resolution.
From service concerns to more complex issues involving safeguarding, compliance or risk, you'll ensure every customer feels heard, supported and treated fairly., Our recruitment processes are fair, accessible, and inclusive.
BHFuse anonymous CV software as part of the application journey.
We support responsible use of AI to help shape your application.
By applying for a role at BHF, you confirm that your application is authentic and reflects your own skills and experience, to ensure everyone is assessed fairly.
Should you need any adjustments to the recruitment process, at either application or interview, pleasecontact the Recruitment Team.
Our recruitment process requires successful candidates to consent to a Basic DBScheckand any offer of employment will be subject to a satisfactory check being completed.
Please note that we are unlikely to be able to sponsor applicants for this role, as it does not meet the minimum salary criteria for sponsorship eligibility.
- Investigate customer complaints and feedback, identifying root causes and appropriate solutions.
- Assess when specialist input is needed, working with teams across BHF to resolve complex cases.
- Provide accurate, clear information and guidance to customers.
- Communicate professionally and empathetically across phone, email, live chat and written channels.
- Manage a varied workload, meeting service level agreements and complaint handling standards.
- Identify trends and opportunities to improve customer experience and service delivery.
- Maintain accurate records using CRM and complaint management systems.
- Experience managing complaints within a contact centre or customer service environment.
- Strong conflict resolution and customer communication skills., Please note we're not responsible for the content of job ads, as they're posted by the recruiter.
We'll aim to resolve the reported issue and we'll use your feedback to improve the quality of our ads.
We're looking for someone who combines excellent customer service skills with a passion for resolving problems and improving experiences., Excellent written and verbal communication, with the ability to adapt your approach to different situations.
- The ability to investigate issues, analyse information and identify practical solutions.
- A calm, resilient and empathetic approach when handling challenging conversations.
- Experience using CRM systems and maintaining accurate customer records.
- Strong organisational skills, with the ability to manage multiple priorities and meet deadlines.
- Excellent attention to detail.
- A positive, collaborative and adaptable approach.
- Working arrangements
This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our Birmingham Office.
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.
The induction training will last for four weeks, during which you will be required to come into the office for additional days.
After completing the training, this will reduce to once a week.
Belonging at BHF
We are committed to fostering a workplace where everyone feels valued and supported.
Embracing different perspectives and backgrounds strengthens our organisation and empowers us to make a real differencetogether.
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'vehelped keep millions of hearts beating and millions of families together.
We'reinvesting in ground-breaking research that will get us closer than ever to a worldwhere everyone has a healthier heart for longer.
Benefits and development
At BHF, we offer a comprehensive range of benefits designed to support our colleagues' wellbeing and professional growth.
To find out moreabout our benefitsyou can download the Benefits documentat the bottom of this pageorcheck outour Benefitsand Developmentpages.
Need more help balancing your work and home life?
Talk to us about what flexibility is available at the application or interview stage.
Interview process
The interview process will consist oftwostages. Firststageinterviewswill beheld at Birmingham Office (B37 7YE)
#J-18808-Ljbffr
Customer Feedback Ambassador 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 Customer Feedback Ambassador
✨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 Customer Feedback Ambassador
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.
