Customer Care Manager
Since 1961, our research has transformed the way we prevent, diagnose and treat heart disease. And we've saved countless lives along the way. That's what keeps us going.
About the role
We are looking for an enthusiastic, inspiring and driven manager to lead our Customer Care Team based at our Birmingham Customer Service Centre. You'll be someone who likes to grow and develop people, systems and procedures, but puts the customer first in everything you do.
Working with the support of the Customer Service Centre Manager and a team of two team leaders you will be responsible for the management, support and development of the Customer Care service. You'll ensure that all customer contact is responded to quickly and to the highest quality and will be able to identify and develop opportunities to build relationships with all our customers.
You will enjoy developing objectives, performance measurement and balance this with getting the best out of your team, identifying and providing training for individuals and the team. Supported by a strong and passionate management team, we will work closely and inclusively to ensure all the Customer Service Centre activities and teams work seamlessly and continuously to improve our customer's journey.
The successful candidate will have excellent customer service and communication skills, both verbal & written. You'll be able to communicate and liaise with many individuals daily in a professional manner ensuring they are provided with the correct information.
Ideally you will have customer contact management experience of inbound and outbound calling, as well as experience of customer contact software and CRM systems. With extensive experience of over-seeing call-handlers and customer service teams to facilitate excellent customer care, you'll have excellent team building skills and the ability to develop strong working relationships with the team quickly and with ease. You'll also work with other departments within the BHF, being aware of and developing new opportunities for cross team and directorate workstreams.
Experienced at handling sometimes challenging communications in a professional, confident and empathetic manner, whilst also recognising when to escalate queries, you will have a strong commitment to providing excellent customer service. Being resilient and having the ability to meet deadlines, solve problems and manage workload in a timely manner is essential.
How to apply
To apply for this role please click through to our website for further details. Our process involves submitting your CV and supporting statement which should outline your interest and explain how you meet the role's criteria.
Interviews will be held on 9th May 2018 at our offices in Sheldon, Birmingham.
British Heart Foundation recognises and respects the value and diversity of all.