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Are you ready to lead transformative multi-channel marketing campaigns and make a real impact in the fight against heart and circulatory disease?
Join our highly ambitious team and help deliver sector-leading, inspirational, and high-performing multi-channel marketing campaigns. Your work will inspire new and existing supporters, engage communities, and drive forward our mission to make a world where everyone has a healthier heart for longer.
About the Role
As a key member of our Mass Fundraising Marketing Acquisition team, you’ll play a vital role in developing, delivering, and managing customer acquisition strategies in a team that manages a diverse portfolio of income-generating products and propositions. These include our regular giving programme, lottery and raffle activities, legacies, and events and community fundraising.
You'll help drive performance and innovation across your product area. You’ll manage campaigns across a range of media channels including TV, digital, audio, PPC, and social, ensuring we reach and inspire audiences effectively.
You'll be:
- Leading the delivery of high-impact acquisition campaigns across multiple channels
- Collaborating with BHF’s lead creative and media agencies on large-scale and always-on campaigns
- Monitoring and optimising campaign performance to maximise results
- Supporting the development of new propositions and creative approaches to supporter engagement
- This role may require some travel across the U.K. to attend stakeholder and partner meetings.
About you
You have significant direct marketing experience, preferably within the charity sector, and are an excellent campaign manager. You also have knowledge of recurring revenue models and are an experienced project manager. You’re a strong negotiator who has experience managing multiple third-party agencies, has strong interpersonal and communication skills, and is an excellent copywriter.
You are motivated to exceed targets and have experience working in a fast-moving marketing team, which enables you to work at pace and manage a high workload.
As a highly numerate strategic thinker, you can set long-term and short-term objectives, manipulate and analyse data across a variety of media, and use your own initiative to identify opportunities and solve problems.
You’ll also have experience with:
- Working with expenditure budgets
- Insight, data analysis, and reporting
- Managing multiple external agency relationships
- Budget, income and expenditure reporting
- Using CRM systems
- Working with multiple stakeholders
- Paid media, particularly digital marketing
Working arrangements
This is a hybrid role, where your work will be split between your home and at least two days 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.
Our vision is a world free from the fear of heart and circulatory diseases.
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.
Our vision is a world free from the fear of heart and circulatory diseases.