Customer Complaints Advisor

The opportunity

Do you have previous call centre experience? Are you an experienced complaint expert?

 

Are you ready for a job where you can truly make a difference? If so, we invite you to join our Customer Experience team as a Customer Complaints Advisor!

About the Role:

At British Heart Foundation, we’re dedicated to providing exceptional customer service and resolving issues with a positive, solution-focused approach. We’re currently seeking a Customer Complaints Advisor to join our dynamic call centre team.

Key Responsibilities:

• Managing Incoming Customer Complaints: As a Customer Complaints Advisor, you will be the initial point of contact for customers experiencing issues, ensuring their concerns are addressed with empathy, efficiency, and expertise.
• Assessing Customer Needs: You will evaluate each complaint to comprehend the underlying issue and determine the suitable course of action. This involves identifying patterns, root causes, and potential solutions.
• Providing Accurate Information: Utilising our established procedures, you will provide accurate and comprehensive information to customers. This may involve explaining company policies, addressing specific product or service issues, and clarifying next steps.
• Effective Communication: You will communicate professionally and courteously with customers via phone, email, and live chat. Active listening skills are essential to fully understand customer concerns.
• Working at Pace: Adhere to company protocols for handling complaints, escalation processes, and resolution timelines, delivering results on time and within Service Level Agreements (SLAs) as set out in the Complaints Policy.
• Customer Service: Strive to exceed customer expectations by providing exceptional service. Whether it’s offering suggesting solution or ensuring timely follow-up, your commitment to customer satisfaction is second to none.

Working arrangements

This is a blended role, where your work will be dual located between your home and our Birmingham office, Monday - Friday, 9 - 5. At the moment the team typically go into the office once a week on a Wednesday.At the BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least one day each week, on average.  The use of our office spaces is driven in part by your role and the activities you need to do. 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. Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.  

We are aiming for start date some in this role on 24th July 2024. 

About You:

 

To excel in this role, you will have: 

• Experience in a Call Centre and Complaints: You have experience in a call centre, dealing with customer complaints including conflict resolution, reporting, communication. Prior experience in a regulated environment would be beneficial.
• Communication Skills: You have exceptional verbal and written communication skills, demonstrating clarity, empathy, and active listening.
• Exceptional Problem Solving Skills: You can analyse complaints, identify patterns, propose solutions, and collaborate with other teams.
• Empathy, Patience, and Resilience: You can handle challenging customers calmly and professionally.
• Technical Proficiency and Familiarity with CRM: You are proficient in using various technology systems, including CRM software.
• Excellent Organisational and Time Management Skills: You can manage multiple inquiries, prioritise tasks, stay organised, and exceed KPIs & SLAs.
• Attention to Detail: You accurately document inquiries and information.
• Positive Attitude:  You have can do attitude. You collaborate with colleagues and customers while contributing to a supportive environment.
• Adaptability: You are willing to learn and adapt to evolving challenges.

About the team

Welcome to our newly reformed Customer Complaints Team at BHF! We're about being brave, compassionate, informed and making a genuine impact. Join a vibrant team where innovation flourishes, and each day offers a chance to revolutionise customer experiences. Our team champions inclusivity, fosters new ideas, and cultivates a collaborative environment. Join a culture not just focused on resolving complaints, but empowering each customers help us transform the lives of people living with heart and circulatory diseases.

About usOur people are at the heart of everything we do. By funding research across six decades, we’ve helped keep millions of hearts beating and millions of families together. We’re investing in ground-breaking research that will get us closer than ever to a world free from the fear of heart and circulatory diseases.We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day.Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee netWhat's in It for You?Our perks include:

• 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.

We're CIPD-recognised for our Live Well. Work Well programme, and we're on a mission to make heart health a priority, starting with you. From home to the office, we're here to inspire and guide your journey to a healthier, happier life.Ready to apply?Applying is a breeze; simply prepare your CV and click the "Apply" button below. You'll also be prompted to answer four quick questions.Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.Our recruitment process requires that successful candidates are asked to consent to a Basic criminal records check and any offer of employment will be subject to a satisfactory basic DBS check.Should you need any adjustments to the recruitment process, at either application or interview, please contact us.

What is the interview process? 

The first stage interview will be a telephone interview. The second interview will be an assessment centre at our Birmingham office we are planning this on 19th June 2024. 

Please note internally this role is know as "Customer Feedback Ambassador". 

 

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.

 

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