Complaints Resolution Officer – Contact Centre

Are you an experienced complaint resolution expert? Want to be part of a dynamic call centre team?

Are you ready for a job where you can truly make a difference? If so, we invite you to join our Customer Experience team as a Complaints Resolution Officer!

About the Role:

At British Heart Foundation, we’re dedicated to providing exceptional customer service and resolving issues with a positive, solution-focused approach. We’re currently seeking a Customer Resolution Officer to join our dynamic call centre team.

Key Responsibilities:

• Managing Incoming Customer Complaints: You will be the main point of contact for customers wanting to voice a complaint, which can cover a wide variety of topics including, risk, safeguarding and compliance.  You’ll ensure their concerns are addressed with empathy, efficiency, and expertise.
• Assessing Customer Needs: You will evaluate each complaint to understand the underlying issues and determine appropriate courses of action. Additionally, you’ll assess the need for input from other teams, including Safeguarding, by identifying patterns, root causes, and potential solutions.
• Providing Accurate Information: Utilising our established procedures, you will provide accurate and comprehensive information to customers. This may involve explaining company policies, addressing specific service issues, and clarifying next steps.
• Effective Communication: You will communicate professionally and courteously with customers via phone, email, and live chat. Active listening skills are essential to fully understand customer concerns.
• Working at Pace: Adhere to company protocols for handling complaints, escalation processes, and resolution timelines, delivering results on time and within Service Level Agreements (SLAs) as set out in the Complaints Policy.
• Customer Service: Strive to exceed customer expectations by providing exceptional service. Whether it’s offering suggesting solution or ensuring timely follow-up, your commitment to customer satisfaction is second to none.

Working arrangements

This is a blended role, where your work will be dual located between your home and our Birmingham office. At the moment the team typically go into the office once a week on a Wednesday. 

The role working hours are Monday - Friday 9:00 - 17:00. 

At the 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.  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. 

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.  

We are aiming for start date someone in this role ASAP. 

About You:

To excel in this role, you will have: 

• Experience in a Call Centre and Complaints: You have experience in a call centre, dealing with customer complaints including conflict resolution, reporting, communication. Prior experience in a regulated environment would be advantageous.
• Communication Skills: You have exceptional verbal and written communication skills, demonstrating clarity, empathy, and active listening.
• Exceptional Problem-Solving Skills: You can analyse complaints, identify patterns, propose solutions, and collaborate with other teams.
• Empathy, Patience, and Resilience: You can handle challenging customers and situations calmly and professionally. 
• Technical Proficiency and Familiarity with CRM: You are proficient in using various technology systems, including CRM software.
• Excellent Organisational and Time Management Skills: You can manage multiple inquiries, prioritise tasks, stay organised, and exceed KPIs & SLAs.
• Attention to Detail: You accurately document inquiries and information.
• Positive Attitude:  You have a can-do attitude. You collaborate with colleagues and customers while contributing to a supportive environment.
• Adaptability: You are willing to learn and adapt to evolving challenges.

About the team
 
Welcome to our newly reformed Customer Complaints Team at BHF! We're about being brave, compassionate, informed and making a genuine impact. Join a vibrant team where innovation flourishes, and each day offers a chance to revolutionise customer experiences. Our team champions inclusivity, fosters new ideas, and cultivates a collaborative environment. Join a culture not just focused on resolving complaints, but empowering each customers help us transform the lives of people living with heart and circulatory diseases.

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 net

What's in It for You?

Our perks include:

• 30 days annual leave plus bank holidays
• Private medical insurance, dental health cover, and money towards gym membership.
• Pension scheme with employer contribution up to 10%.
• Full pay for 12 weeks for family leave including maternity, paternity and adoption leave.
• Life assurance.
• Extra paid leave of up to 10 days to support colleagues who may need more time off work to look after themselves or others close to them.

We're CIPD-recognised for our Live Well. Work Well programme, and we're on a mission to make heart health a priority, starting with you. From home to the office, we're here to inspire and guide your journey to a healthier, happier life.