Training and Performance Lead

Are you a self-starter with an enthusiastic can-do attitude? Would you like to contribute to funding lifesaving research into heart and circulatory diseases? Do you have the skills and experience to train and develop our amazing people? If so, we have an exciting opportunity for you.

As a Training and Performance Lead, you’ll be working in the Talent and Organisational Development Team, supporting the Customer Service and Customer Operations teams in providing an excellent Customer Experience through training, coaching, and quality assurance. 

In this exciting new role, you’ll have a chance to make your mark by establishing a complete training programme within the Customer Service Centre. This will include induction training for new colleagues as well as a robust training programme for existing members of the team. 

You’ll also support quality assurance and performance management, ensuring everyone has the best chance of achieving their full potential.
 
Working arrangements

This is a blended role, where your work will be dual located between your home and our Birmingham Office (B37 7YE).

At 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. Increased attendance in the Birmingham Office will be necessary at times for the delivery of training programmes. In additional, this role will involve travel to our London Office approximately once a month.

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.

About you

As our ideal candidate, you have experience of designing and delivering training in a customer-centric contact centre environment and the ability to create and deliver engaging training at all levels, with a specific focus on new team members and entry level roles.

With strong stakeholder management, communication, and presentation skills, you have excellent Microsoft Office skills (incl. Excel, PowerPoint, Word, and Teams). You also have experience of digital content creation (e.g. short videos, infographics, bite-size eLearning modules), or an aptitude to learn on the job.

With understanding and experience of continuous improvement in a contact centre environment, you have excellent attention to detail and experience in data analysis, quality monitoring tools and processes.

A self-starter with an enthusiastic can-do attitude, you are flexible and collaborative with a passion for delivering world-class customer service.

About us

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 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 network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

Our benefits

Joining the British Heart Foundation means becoming part of our MyBHF Career Academy, where you'll receive support, inspiration, and opportunities to develop your career. 

We offer generous staff benefits, including:

• 30 days annual leave plus bank holidays
• Private medical insurance and dental health cover
• Contribution towards gym membership
• Pension scheme with employer contribution up to 10%
• Life assurance

We prioritise the well-being of our employees through our Live Well. Work Well. Programme, which provides activities, opportunities, and guidance to help you lead a healthy and happy life, both at home and at work. We celebrate diversity and inclusion and encourage all our colleagues to be their authentic selves.

Interview process 

The interview process will consist of a first stage virtual interview, conducted over Microsoft Teams. Successful candidates will be invited to a second stage in-person interview at our Birmingham Office. 

How to apply

It’s quick and easy to apply for a role at the BHF. Just click on the apply button below. You’ll need an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria. As part of the application process, you’ll also be asked a question relating to the key requirements of the role. 

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.
 
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

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