Customer Feedback Ambassador

Customer Feedback Ambassador

2026-08-11T00:00:00

South East England

GB

KT19 8GY

Any

2026-09-13T18:16:10.107

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.

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.

Responsibilities

• 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.

Qualifications and Skills

• 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.

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 reinvesting in ground-breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.

Benefits and development

At 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)

#s1-Gen

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., Our recruitment processes are fair, accessible, and inclusive.BHFuse 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, pleasecontact the Recruitment Team. Our recruitment process requires successful candidates to consent to a Basic DBScheckand 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. 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. Experience managing complaints within a contact centre or customer service environment. Strong conflict resolution and customer communication skills., Please note we're not responsible for the content of job ads, as they're posted by the recruiter. We'll aim to resolve the reported issue and we'll use your feedback to improve the quality of our ads. We're looking for someone who combines excellent customer service skills with a passion for resolving problems and improving experiences., 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. 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 differencetogether. To hear from our people, check outBelonging at BHF. Our people are at the heart of everything we do. By funding research across six decades,we'vehelped keep millions of hearts beating and millions of families together.We'reinvesting in ground-breaking research that will get us closer than ever to a worldwhere everyone has a healthier heart for longer. Benefits and development At BHF, we offer a comprehensive range of benefits designed to support our colleagues' wellbeing and professional growth. To find out moreabout our benefitsyou can download the Benefits documentat the bottom of this pageorcheck outourBenefitsandDevelopmentpages. 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 oftwostages.Firststageinterviewswill beheld at Birmingham Office (B37
7YE) #J-18808-Ljbffr