Full job description

Could you be the reason someone remembers their experience with British Heart Foundation (BHF) for all the right reasons?
BHF is the biggest independent funder of research into cardiovascular disease in the UK. We want to power the next breakthroughs in diagnosing, treating, and preventing the world’s biggest killer.
?Join Our Team as a Contact Centre Customer Services Advisor!
At the BHF, we believe every interaction matters. We’re looking for dedicated Contact Centre Customer Services Advisors to join our team and help us build long-term relationships with our customers and supporters.
Role Overview
As a Contact Centre Customer Services Advisor, you’ll be the first point of contact, providing accurate, effective, and friendly responses and information. You’ll use your active listening, empathy, and problem-solving skills to guarantee a seamless and positive customer experience.
No two conversations are the same in this role. One moment you could be helping someone with a question about a donation, the next supporting a retail enquiry or helping a customer find some medical information, you will deal with variety of queries and feedback. You’re comfortable switching between different topics, adapting your approach and managing multiple priorities.
Key Responsibilities:
*Responding to and resolving inbound queries via telephone, email, social media, and live web chat.
*Listening carefully, understanding needs and providing clear, accurate information.
*Taking ownership of queries and resolving them as efficiently as possible while been empathic and providing outstanding customer experience.
*Maintaining accurate customer records using our CRM systems.
*Working with colleagues across BHF to find solutions and improve customer experiences.
We’re currently recruiting for several permanent Customer Services Advisor roles.
What Makes You Great for This Role?
Your ability to connect with people is your superpower. You’re a quick learner, curious, and can build strong relationships quickly. You get to the heart of the matter, listen, ask insightful questions, and provide the right help and build relationships with our customers and supporters.
Your empathy and enthusiasm shine through in your strong communication skills, turning every interaction into a delightful experience for our customers. You’re resilient, perform well under pressure, and make customers feel genuinely valued. Confident at using technology and easily use multiple systems with experience in Microsoft Office, data entry, and databases.
Why Join Us?
*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
Working Arrangements
*Working Hours: Normal working hours are 09:00am to 05:00pm, Monday to Friday, with flexibility to work 11:00am - 07:00pm and some Saturdays during peak event season.
*Hybrid Role: A week typically involves 1 day a week (usually Wednesdays) in our Birmingham office (B37 7YE) to collaborate with your team and other 4 days will be working remotely at home.
Interview Process
Our interview process involves two stages:
*Initial Stage: One-way video interview, allowing you to record responses to pre-set questions at your convenience, showcasing your personality, skills, and experiences.
*Second Stage: Assessment Centres will be held in person at our Birmingham Office (B37 7YE) on 18th, 19th & 20th Aug 2026. Please note that these dates are fixed and cannot be changed.
Start Date & Induction:
New starters will begin on 29 Sep 2026 (non-negotiable). The induction training will last for four weeks, during which you will be required to come into the office additional days. After completing the training, this will reduce to once a week.
Belonging at BHF
?
We celebrate and value the diversity of the communities we serve, recognising that embracing different perspectives and backgrounds strengthens our organisation and drives innovation. By fostering an inclusive environment where everyone feels respected and supported, we are better equipped to achieve our mission of helping people have a healthier heart for longer.


How to Apply
It’s quick and easy to apply - all you need is an up-to-date CV and to answer five questions. Just click on the apply button below to get started.
As part of our commitment to being an inclusive employer and ensuring fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.
We support responsible use of AI to help shape your application. By applying for a role at BHF, you confirm that your application is authentic and reflects your own skills and experience, to ensure everyone is assessed fairly.
Should you need any adjustments to the recruitment process, at either application or interview, please contact us.
Our recruitment process requires successful candidates to consent to a Basic DBS check and any offer of employment will be subject to a satisfactory check being completed.
Please note that we are unlikely to be able to sponsor applicants for this role, as it does not meet the minimum salary criteria for sponsorship eligibility.
Please note this role is known internally as Customer Care Advisor .