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Are you an experienced complaints leader with the credibility and confidence to shape service standards, influence change and lead a high‑performing team in a regulated environment?
We’re looking for a Call Centre Complaints Team Leader to provide strong operational leadership across our hybrid complaints function, ensuring fair, timely and compliant resolution while championing excellent customer outcomes.
About the role
You’ll have end‑to‑end accountability for the performance, quality and continuous improvement of a large complaints team. Leading by example, you’ll embed a customer‑centred, values‑led culture where complex cases are handled with empathy, consistency and sound judgement, in line with our Complaints Policy and regulatory requirements, including Charity Commission standards.
A key part of the role is driving sustainable improvement. Using insight, root‑cause analysis and performance data, you’ll identify systemic issues, influence change across teams and implement measurable improvements that strengthen customer experience and reduce repeat complaints.
You’ll also act as a senior point of expertise for complaint handling, supporting customer‑facing teams through clear guidance, policy ownership and effective stakeholder engagement.
Key responsibilities
- Lead and develop a large hybrid complaints team, with clear accountability for KPIs, SLAs and service quality
- Act as the senior escalation point for complex, sensitive or high‑risk complaints
- Ensure consistent compliance with policy, regulatory and data‑protection requirements
- Oversee quality assurance, coaching and capability development
- Produce robust performance and regulatory reporting, using insight to drive improvement
- Build strong internal and external stakeholder relationships as a complaints subject‑matter expert
About you
You’ll bring:
- Extensive experience leading complaints or customer service teams in a regulated, high‑volume call centre environment
- Strong knowledge of complaint handling, governance and regulatory frameworks
- A confident, inclusive leadership style, with experience managing hybrid teams
- Advanced data, reporting and CRM capability, using insight to influence decisions and change
- A calm, authoritative and solution‑focused approach, particularly under pressure
If you’re motivated by service excellence, people leadership and driving meaningful organisational improvement, we’d love to hear from you.
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.
Registered Charity
More than 1000
Our vision is a world free from the fear of heart and circulatory diseases.
Thank you!
-
Join us at the forefront of public health advocacy as the Non-Communicable Disease (NCD) Alliance Scotland Lead. This is a unique opportunity to shape the direction of our efforts to combat non-communicable diseases in Scotland. You will work closely with NCD Alliance Scotland members as well as government bodies, politicians, academics and third sector partners to drive impactful policy changes.
If you are passionate about making a difference in public health, this role offers a platform to create lasting change and improve the health of communities across Scotland.
As our NCD Alliance Scotland Lead, you’ll support all joint activity for the alliance, working with the chair, advisory board and members, building consensus within the alliance. Work will span policy development, public affairs and communications to ensure effective evidence-based policy around commercial determinants of health is at the forefront of the political agenda.
About you
With a deep understanding of the policy-making and the political process in Scotland, ideally with some knowledge of health policy and public health policy, you’ll have an extensive understanding of parliamentary procedure and government in Scotland, as well as an understanding of public policy and how it’s developed.
You’ll have a proven track record of building and nurturing excellent relationships and exerting influence over external stakeholder’s agendas. You’ll also have previous
experience of having run or managed successful policy and/or public affairs work at a senior level, ensuring expectations, responsibilities and the purpose and vision for the team are clear and delivered.
With experience of leading stakeholder relations in a high profile and/or complex organisation. You’ll also have the following skills and experience:- Outstanding communication and interpersonal skills, able to present with credibility and gravitas to external audiences.
- Excellent writing skills, able to provide concise written and oral briefings on complex issues, often at short notice.
- Ability to work calmly, quickly and accurately under pressure of tight deadlines.
- Proven leadership skills whilst being a team player.
- Ability to develop and implement strategies and plans, ensuring that initiatives and activities are organised, prioritised and delivered successfully.
- Excellent time management and organisation skills.
Working arrangements
Please note this is a fixed term contract for 18 months.
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 Edinburgh 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 work will require some evening and weekend work as well as travel that may require overnight stays. There will also be an opportunity to visit BHF offices in Belfast, Cardiff and London.
Belonging at BHF
By embracing diversity and fostering an inclusive environment, we strengthen our ability to achieve our mission of saving and improving lives, ensuring our work reflects and serves the needs of every community across the UK.
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’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 where everyone has a healthier heart for longer.
Benefits
We offer a competitive range of benefits designed to support your wellbeing, and opportunities for personal and professional growth and continuous learning.
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.
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
Interviews will be held in person at our Edinburgh offices on Wednesday 13th May. A presentation element will be included in the interview process.
How to apply
To apply for this role please use the apply button below. Our process involves submitting your CV and a supporting statement, which should outline your interest and explain how you meet the role’s criteria.
Our recruitment processes are fair, accessible, and inclusive. BHF 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 contact us.
Registered Charity
More than 1000
Our vision is a world free from the fear of heart and circulatory diseases.
The client requests no contact from agencies or media sales.
Thank you!
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Are you passionate about looking beyond the here and now to drive progressive change?
British Heart Foundation (BHF) is looking for a talented Change Specialist to join our vibrant Talent and Organisational Development team on a fixed term contract.
This is an opportunity to contribute to meaningful change, working on a truly transformational programme, Enterprise Foundations, at BHF to maximise engagement and adoption, and embed sustainable change that will support us to achieve our mission.
In this role, you’ll be responsible for the analysis, design and delivery of change management and adoption strategies for the Enterprise Foundations programme, and will analyse, create and implement change management plans that are tailored to the needs of the programme, enabling the successful transition of those impacted to new ways of working and technology.
About you
An experienced change management professional, you'll have a strong understanding of the change methodology and techniques to support teams to effectively adopt change.
You’ll also have the following skills and experience:- Experience leading or supporting change management for technology initiatives, using a change framework
- Experience of developing and implementing behavioural change programmes, particularly in relation to new ways of working and adoption of new systems and processes
- Able to work with a wide range of stakeholders across all levels of the organisation
- A proactive and positive can-do approach to identify new and creative solutions
- Strong facilitation skills with both groups and on a one-to-one basis
- A passion for solving business challenges with strong problem-solving skills
- A focus on the user perspective, working in an environment of mixed technical understanding
- Excellent written and verbal communication skills, able to inspire people
Working arrangements
Please note this is a fixed term contract until December 2026.
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 London 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.
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 difference together.
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’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 where 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 more about our benefits you can download the Benefits document at the bottom of this page or check out our Benefits and Development pages.
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
Interviews will be held via MS Teams on Tuesday 5th and Wednesday 6th May, a presentation will form part of the interview process.
How to apply
It’s quick and easy to apply for a role at the BHF. Just click on the apply button below. All you’ll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria.
Our recruitment processes are fair, accessible, and inclusive. BHF 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 contact us.
Registered Charity
More than 1000
Our vision is a world free from the fear of heart and circulatory diseases.
The client requests no contact from agencies or media sales.