At a Glance
- Tasks: Engage with customers via calls, emails, and social media to provide support and resolve queries.
- Company: Join the British Heart Foundation, a leading charity dedicated to heart and circulatory disease research.
- Benefits: Enjoy 30 days leave, private medical insurance, and a hybrid working model for flexibility.
- Other info: Flexible hours and a supportive environment with comprehensive training await you!
- Why this job: Make a real impact by supporting lifesaving research while developing your skills in a fun team.
- Qualifications: Strong communication skills, empathy, and tech-savviness are essential; experience with Microsoft Office is a plus.
The predicted salary is between 24000 - 36000 £ per year.
Are you passionate about delivering exceptional customer service, connecting with people, and making a real difference?
Join Our Team as a Customer Services Advisor!
At the British Heart Foundation (BHF), we believe every interaction matters. We\'re looking for dedicated Customer Services Advisors to join our team and help us build long-term relationships with our customers, supporters, and fundraisers.
Role Overview
As a Customer Services Advisor, you\'ll be the first point of contact, providing accurate, effective, and friendly responses and information. You\'ll use your active listening, empathy, and problem-solving skills to guarantee a seamless and positive customer experience.
Key Responsibilities:
- 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.
- Connecting with our BHF supporters through outbound calls, supporting their training schedules, fundraising, and promoting major events like the London Marathon and the London to Brighton Bike Ride.
- Enhancing satisfaction and relationships through stewardship activities.
We are currently recruiting for 5 roles with both permanent and fixed-term opportunities across our Customer Care and Customer Engagement teams. Responsibilities and priorities will vary depending on the team you join. This will be discussed further during the interview process
What Makes You Great for This Role?
Your ability to connect with people is your superpower. You\'re 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 and build relationships with our customers and supporters.
Your empathy and enthusiasm shine through in your strong communication skills, turning every interaction into a delightful experience for our customers. You\'re 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 that 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.
Why Join Us?
- Have a Real Impact : Help fund lifesaving research into heart and circulatory diseases-every interaction makes a difference!
- Make a Difference: We focus on getting it right, first time, and you\'ll take ownership of a varied and engaging workload.
- Flexible Working : Enjoy the best of both worlds with our hybrid working model-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 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.
Interview Process
Our interview process involves two stages:
- 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 26th, 27th, and 28th August 2025. Please note that these dates are fixed and cannot be changed.
Start Date & Induction:
All new team members will start on 1st October 2025, 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.
How to Apply
It\'s quick and easy to apply - all you need is an up-to-date CV and to answer four short questions. Just select the apply button below to get started.
Customer Service Advisor employer: British Heart Foundation
At the British Heart Foundation, we pride ourselves on being an exceptional employer that values every team member's contribution. Our supportive and diverse work culture fosters personal and professional growth, with comprehensive training and flexible hybrid working arrangements that allow you to balance your life while making a real impact in the fight against heart disease. With fantastic benefits including generous annual leave, private medical insurance, and a strong commitment to employee well-being, joining our team as a Customer Services Advisor means becoming part of a mission-driven organisation where your efforts truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨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 Service Advisor
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.
