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Retail Customer Service Manager

Employer
British Heart Foundation
Location
Esher, Surrey
Salary
Up to £35000 per annum + benefits
Closing date
27 Aug 2018

Job Details

We have an exciting opportunity for an experienced Customer Service Manager to join us and help us deliver against our Customer First strategy for our supporters; however they come into contact with the BHF.

You'll work with the wider customer service teams across the organisation and be influential in delivering improvements to the current operation and also shaping our way of working in the future.
Leading and managing a busy team of Customer Service Advisors based at our offices in Claygate, Surrey, who receive and handle online and phone queries with regards to complaints, comments and compliments about the BHF, you'll also liaise closely with our field and office based colleagues to ensure we are offering the best support and guidance to them at all times.

About you

You'll have previous experience of managing a customer service function as well as experience of working in a supporter care environment. You will also have excellent knowledge of Trading Standards & Retail Sales Legislation, as well as the HMRC Gift Aid Scheme for retail charities. With strong communication and relationship building skills you'll be able to communicate calmly and professionally to all customers and stakeholders.

With management experience of a customer service function you'll have excellent negotiation or mediation skills able to develop strong working relationships with the team and also colleagues across the business.

Experienced with working with a high volume number of sites and contacts, ideally at national organisation level you'll have excellent communication skills, both written and verbal, and experience of managing budgets is a must as is the ability to work with a high volume of sites.

Due to the breadth of the role, you'll have a strong sense of focus, be highly organised to enable flexibility as priorities change, and comfortable with leading and managing a team.

About us

The BHF operates a high successful network of over 740 high street retail shops and stores and eBay shop. We serve thousands of customers everyday and receive donations from supporters both in our shops and also direct from their homes through our logistics operation.

When you work at the BHF, you become a part of medical history. Part of a world leading organisation that has played a role in decades of life saving breakthroughs, from heart transplants and pacemakers to stents and clot busting drugs. And we're not about to stop any time soon. We are here to beat heartbreak forever. To stop heart and circulatory diseases devastating families. And if you want to help us get there sooner, you could be the Retail Customer Service Manager we need.

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 roles criteria.

Please note this is a 12 month fixed term contract.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

British Heart Foundation recognises and respects the value and diversity of all.

Company

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