Do you have experience in implementing excellent customer service across a large organisation? Do you want to put the customer at the heart of everything we do?
About the role
As the Customer Service Manager you’ll develop and lead the Customer Care, Feedback and Engagement teams, ensuring inbound queries and feedback receive an exceptional level of customer service.
You’ll ensure all members of the team have the necessary skills, knowledge, and information to successfully deliver customer service excellence and will ensure all inbound enquiries (including Fundraising, Retail and Medical) receive a prompt, efficient and helpful response within the agreed service levels.
You’ll develop and maintain strong relations and communications with all external customers, internal customers and suppliers to meet the current and changing needs of the organisation, and you'll contribute to the continuous development of activities, systems and processes relating to all aspects of customer service.
Assisting with continuous improvement of procedures to achieve optimum efficiency and customer service you’ll improve customer experience and enhance revenue by engaging customers through outbound stewardship activity and relationship management.
Please note whilst this role will be based in Birmingham, the BHF will be following a blended approach between home and office working. This will allow us to unlock our best work for our cause, blending the best of home and office working.
You’ll have extensive knowledge of customer service technology and customer service best practice, as well as a detailed understanding of complaints management and data analysis.
With previous leadership and people and performance management experience and will have experience running a customer service team/department which includes inbound and outbound teams as well as a complaints function.
You’ll show a real passion for delivering world-class customer service and will have an enthusiastic, “can-do” positive attitude.
Able to take a flexible and adaptable approach to work, you’ll be a collaborative team player willing to share knowledge and develop the team.
We’re here to keep hearts beating and blood flowing. With research spanning all heart and circulatory diseases, we are out to beat the world’s biggest killers. From head to toe you have over 60,000 miles of blood vessels in your body, so we have our work cut out.
We celebrate diversity and make inclusion part of what we do every day. Diversity and Inclusion forms a main pillar in our People Experience Strategy. Our aim is for all of our colleagues and volunteers to bring their true self to work, so we can beat heartbreak for everyone.
Here at the BHF we understand that you might need a little help balancing your work and home life. Many of our people work flexibly in many different ways. Please feel free to talk to us about the flexibility you may need; we’re happy to explore what’s possible for you and the role.
Interviews will be held over Microsoft Teams. Interviews will take place during the advertising period or shortly after the role closes.
The client requests no contact from agencies or media sales.