British Heart Foundation
Customer Complaints Officer, Contact Centre
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Closing date: 23 Aug 2026
Location: Hybrid - Birmingham office & home
Vacancy type: Permanent
Salary: £25,000 p/a + benefits
Hours per week: 35
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.
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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.
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About the team
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 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.
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