Contact Centre Customer Service Advisor

The opportunity

Could you be the reason someone remembers their experience with British Heart Foundation (BHF) for all the right reasons?

BHF is the biggest independent funder of research into cardiovascular disease in the UK. We want to power the next breakthroughs in diagnosing, treating, and preventing the world’s biggest killer.

Join Our Team as a Contact Centre Customer Services Advisor!

At the BHF, we believe every interaction matters. We're looking for dedicated Contact Centre Customer Services Advisors to join our team and help us build long-term relationships with our customers and supporters.

As a Contact Centre 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.

No two conversations are the same in this role. One moment you could be helping someone with a question about a donation, the next supporting a retail enquiry or helping a customer find some medical information, you will deal with variety of queries and feedback. You're comfortable switching between different topics, adapting your approach and managing multiple priorities.

• Responding to and resolving inbound queries via telephone, email, social media, and live web chat.
• Listening carefully, understanding needs and providing clear, accurate information.
• Taking ownership of queries and resolving them as efficiently as possible while been empathic and providing outstanding customer experience.
• Maintaining accurate customer records using our CRM systems.
• Working with colleagues across BHF to find solutions and improve customer experiences.

We’re currently recruiting for several permanent Customer Services Advisor roles.

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. Confident at using technology and easily use multiple systems with 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.

• 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, 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, 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 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 involves1 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.

Our interview process involves two stages:

1. Initial Stage: One-way video interview, allowing you to record responses to pre-set questions at your convenience, showcasing your personality, skills, and experiences.

1. Second Stage:Assessment Centres will be held in person at our Birmingham Office (B37 7YE) on18. Please note that these dates are fixed and cannot be changed.^th, 19^th& 20^thAug 2026

It’s quick and easy to apply - all you need is an up-to-date CV and to answer five questions. Just click on the apply button below to get started.

As part of our commitment to being an inclusive employer and ensuring fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.

Should you need any adjustments to the recruitment process, at either application or interview, please

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.