Contact Centre Customer Service Advisor

About the role

The British Heart Foundation is seeking enthusiastic Contact Centre Customer Service Advisors to join its hybrid team in Birmingham. In this role you will be the first point of contact for donors, supporters and the public, delivering accurate information and a friendly experience across multiple channels.

Key responsibilities

• Handle inbound enquiries via phone, email, social media and live web chat.
• Listen actively, understand needs and provide clear, accurate information.
• Take ownership of queries, resolve them efficiently and empathetically.
• Maintain up‑to‑date customer records in the CRM system.
• Collaborate with colleagues across the BHF to find solutions and improve service quality.

Required profile

• Excellent communication and listening skills with a genuine desire to help.
• Resilient and able to work under pressure while maintaining a positive attitude.
• Strong organisational and time‑management abilities.
• Ability to switch between varied topics and manage multiple priorities.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using CRM systems for data entry and record keeping.

What we offer

• Permanent contract with a salary of £23,690 per annum plus benefits.
• Hybrid working model – a mix of office and home‑based work.
• Opportunities for development within a leading UK charity.