Contact Center Team Lead

British Heart Foundation; Birmingham; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

The British Heart Foundation is seeking a Contact Centre Team Leader - Sales & Customer Experience to lead a multi-channel contact centre in Birmingham, blending home and office work. You will coach advisers, drive performance and ensure outstanding service to supporters, donors and customers while helping hit fundraising income targets.

With strong leadership, coaching and CRM skills, you will shape customer journeys, improve quality, and promote a high-performing culture across inbound and

Qualifications

• Experience leading multi-channel contact centres and teams.
• Proven track record of delivering excellent customer experiences.
• Ability to use feedback and data to drive service improvements.

Responsibilities

• Lead a team delivering inbound and outbound contact across channels.
• Coach and develop advisers to improve performance and customer outcomes.
• Drive quality and consistency in service across telephone, email, webchat and social media.
• Utilise feedback and metrics to identify and implement improvements.
• Build relationships with internal stakeholders and external supporters/donors.
• Deliver against income targets while maintaining customer focus and compliance.
• Champion efficient processes and high data quality across the team.

Skills

Contact centre leadership

Customer service

Performance improvement

Relationship building

Commercial acumen

Adaptability

IT literacy

Tools

CRM systems

Sales systems

Job description

• Location: Hybrid - Birmingham office & home
• Vacancy type: Permanent

Are you an experienced contact centre leader who is passionate about developing people, improving performance and creating exceptional customer experiences?

Every interaction with a customer, supporter or donor is an opportunity to strengthen their connection with the British Heart Foundation and support the work that helps people have a healthier heart for longer.

We're looking for a Contact Centre Team Leader - Sales & Customer Experience to help manage our contact centre advisors, ensuring they deliver outstanding service across inbound and outbound interactions by telephone, email, webchat and social media. You’ll lead, motivate and develop a high-performing team responsible for supporting the delivery of ambitious fundraising income targets and driving medical device sales (e.g., defibrillators). You'll play a pivotal role in creating a positive, high-performing culture where colleagues feel supported, empowered and able to deliver exceptional experiences.

Working closely with the Customer Service Manager and colleagues across BHF, you'll use insight, feedback and performance data to improve service quality, enhance supporter journeys and shape how we engage with the people who make our work possible. This is a rewarding opportunity to influence day-to-day service delivery and longer-term improvements, while helping colleagues thrive.

Key Responsibilities

• Lead a team in promoting and selling medical devices (such as defibrillators) to both B2B and B2C customers, across multiple channels supporting both income generation and health impact.
• Develop team capability through coaching, performance management and ongoing learning, creating a culture where colleagues can succeed and grow.
• Lead and inspire our customer service advisers to deliver excellent customer, supporter and donor experiences across inbound and outbound contact channels.
• Use customer feedback, quality measures and performance insight to improve outcomes and identify opportunities for service improvement.
• Build strong relationships across BHF and with external stakeholders, supporting engagement, stewardship and effective service delivery.
• Implement plans to deliver a stewardship programme that engages, encourages and informs BHF supporters in respect of fundraising specifically in relation to Events. Identify and cultivate new fundraising opportunities and regular giving opportunities.
• Champion better ways of working to enhance customer journeys, improve efficiency and maintain high standards of compliance and data quality.

About You

As our ideal candidate, you have a background in fundraising or sales, ideally within the charity or healthcare sectors. You’ll bring experience of leading teams and managing operations within a fast paced multi-channel contact centre environment. You’ll be an experienced people-focused leader who can create a supportive, motivating and empowering culture where colleagues feel confident to perform at their best.

To succeed in this role, you’ll bring:

• Contact centre leadership experience – experience overseeing inbound and outbound operations and building a positive, high-performing environment.
• Customer service expertise – a strong track record of delivering great experiences across multiple contact channels and building meaningful relationships with customers, supporters and donors.
• Performance improvement – confidence using feedback, quality measures and performance data to improve outcomes and support service excellence.
• Relationship-building skills – the ability to communicate clearly, collaborate effectively and build trusted relationships with colleagues and stakeholders.
• Commercial and operational acumen – experience delivering against service, engagement, sales or income-related targets, while balancing customer needs with organisational objectives.
• Adaptability and resilience – a proactive approach, with the ability to manage competing priorities, embrace change and support others through it.
• High standard of IT literacy - experience with CRM, phone and sales systems, helping you to analyse data and draw out actionable insights, driving our mission forward.

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.

Belonging at BHF

BHF values the diversity of our communities and is committed to creating an inclusive environment where everyone feels respected and valued. By fostering a culture of inclusion, we believe we are better equipped to achieve our mission of helping people have a healthier heart for longer.

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.