Customer Complaints Officer (Birmingham)
Employer: British Heart Foundation
Location: This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our Birmingham Office. 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. The induction training will last for four weeks, during which you will be required to come into the office for additional days. After completing the training, this will reduce to once a week.
Working hours: 35 Hours per week
Salary: £25,000 p/a + benefits
Closing date: 23 Aug 2026
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The opportunity
Experienced in complaint resolution in contact centre environment? Thrive in a fast-paced contact centre environment?
Join us as a Customer Feedback Ambassador and help turn challenging customer experiences into positive outcomes.
As part of our Customer Service contact centre team, you'll investigate and resolve complaints, feedback and complex enquiries across phone, email, live chat and written correspondence. Combining empathy with sound judgement, you'll deliver fair, timely resolutions while helping us improve the experience we provide to our customers and supporters.
About the role
You'll be the main point of contact for customer complaints and feedback, managing cases from initial contact through to resolution. From service concerns to more complex issues involving safeguarding, compliance or risk, you'll ensure every customer feels heard, supported and treated fairly.
You'll:Investigate customer complaints and feedback, identifying root causes and appropriate solutions.
Assess when specialist input is needed, working with teams across BHF to resolve complex cases.
Provide accurate, clear information and guidance to customers.
Communicate professionally and empathetically across phone, email, live chat and written channels.
Manage a varied workload, meeting service level agreements and complaint handling standards.
Identify trends and opportunities to improve customer experience and service delivery.
Maintain accurate records using CRM and complaint management systems.
About you
We're looking for someone who combines excellent customer service skills with a passion for resolving problems and improving experiences.
You'll have:Experience managing complaints within a contact centre or customer service environment.
Strong conflict resolution and customer communication skills.
Excellent written and verbal communication, with the ability to adapt your approach to different situations.
The ability to investigate issues, analyse information and identify practical solutions.
A calm, resilient and empathetic approach when handling challenging conversations.
Experience using CRM systems and maintaining accurate customer records.
Strong organisational skills, with the ability to manage multiple priorities and meet deadlines.
Excellent attention to detail.
A positive, collaborative and adaptable approach.
About the teamWe'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 purpose-driven team where every conversation counts. By supporting our customers with empathy and expertise, you'll help deliver exceptional experiences while contributing to BHF's vision of a world free from the fear of heart and circulatory diseases.
Working arrangements
This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our Birmingham Office. 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.
The induction training will last for four weeks, during which you will be required to come into the office for additional days. After completing the training, this will reduce to once a week.
Belonging at BHF
We are committed to fostering a workplace where everyone feels valued and supported. Embracing different perspectives and backgrounds strengthens our organisation and empowers us to make a real difference together.
To hear from our people, check out Belonging at BHF.
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 where everyone has a healthier heart for longer.
Benefits and developmentAt BHF, we offer a comprehensive range of benefits designed to support our colleagues’ wellbeing and professional growth.
To find out more about our benefits you can download the Benefits document at the bottom of this page or check out our Benefits and Development pages.Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.
Interview process
The interview process will consist of two stages. First stage interviews will be held at Birmingham Office (B37 7YE)
How to applyIt’s quick and easy to apply for a role at the BHF. Just click on the apply button below. All you’ll need is an up-to-date CV and to answer three application questions.
Our recruitment processes are fair, accessible, and inclusive. BHF 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 the Recruitment Team.
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 internally will be known as Customer Feedback Ambassador
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