Contact Centre Team Leader - Sales & Customer Experience

British Heart Foundation; Birmingham; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid work arrangement

Office in Birmingham

Job summary

British Heart Foundation is seeking an experienced Contact Centre Team Leader – Sales & Customer Experience to lead a unified, multi-channel team in Birmingham. You will coach advisers, promote medical device sales and ensure exceptional supporter and donor journeys across phone, email, webchat and social media.

Working with the Customer Service Manager, you will use performance data to improve service quality, build strong relationships with stakeholders and help achieve ambitious fundraising

Qualifications

• Experience leading contact centre teams across inbound/outbound channels.
• Proven track record delivering against income targets and sales.
• Experience across multiple channels including telephone, email, webchat and social media.
• Strong people leadership and coaching skills.
• Experience using customer feedback and performance data to improve service outcomes.

Responsibilities

• Lead a team in selling medical devices and supporting income generation and health impact.
• Develop team capability through coaching, performance management and ongoing learning.
• Inspire advisers to deliver excellent customer, supporter and donor experiences across channels.
• Use feedback, quality measures and performance data to identify improvement opportunities.
• Build relationships across internal teams and external stakeholders to support engagement and service delivery.
• Plan and deliver stewardship activities engaging supporters in fundraising opportunities.
• Champion efficient ways of working to improve customer journeys and data quality.

Skills

Contact centre leadership

Sales / fundraising targets

Multi-channel customer service

People development / coaching

Data-driven performance improvement

CRM software experience

IT literacy

Tools

CRM software

Job description

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, encourage 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 operationalacumen – 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 missionof helping people have a healthier heart for longer.

Benefits anddevelopment:

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.

Interview process

The interview process will consist of one stage, we plan for these interviews to be in person at our Birmingham Office on 11 November 2026.

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 in respect of this role due to the role not meeting the minimum salary criteria to be eligible for visa sponsorship.

Please note internally this role is known as "Customer Experience Team Leader".