Customer Service Advisor - Outbound Calling

British Heart Foundation

Birmingham

Hybrid

GBP 18,000 - 23,000

Full time

14 days+

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Benefits offered by this job

30 days annual leave plus bank holidays

Private medical insurance

Pension scheme with employer contribution

Life assurance

Extra paid leave for family support

Job summary

A leading non-profit organization is looking for a Customer Service Advisor - Outbound Calling in Birmingham. The successful candidate will conduct outbound calls, manage customer relationships, and handle queries. Strong communication skills and a proactive attitude are essential. This role offers a hybrid work model with a 6-month fixed-term contract starting January 14, 2026.

Qualifications

Strong communication skills for connecting with customers.
Experience in handling customer queries effectively.
Ability to manage multiple priorities and stay organized.

Responsibilities

Conduct outbound calls to engage with supporters and promote major events.
Respond to inbound queries via various communication channels.
Update customer records in CRM systems.
Update customer records in ticketing and CRM systems.
Enhance satisfaction and relationships through stewardship.

Skills

Empathy

Microsoft Office proficiency

Customer relationship management

Time management

Proactive attitude

Tools

CRM systems

Job description

Overview

Join to apply for the Customer Service Advisor - Outbound Calling role at British Heart Foundation.

Base pay range: This range is provided by British Heart Foundation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Location: Hybrid - Birmingham office & home

Vacancy type: 6-month Fixed Term Contract

Responsibilities

Connecting with our BHF supporters through outbound calls, supporting their training schedules, fundraising, and promoting major events like the London Marathon and the London to Brighton Bike Ride.
Responding to and resolving inbound queries via telephone, email, social media, and live web chat.
Providing information, taking donations, and resolving customer queries and feedback.
Using our ticketing and CRM systems to update customer records.
Enhancing satisfaction and relationships through stewardship activities.

About you

Your ability to connect with people is your superpower. We’re looking for someone who’s naturally curious, a quick learner, and passionate about building meaningful relationships. You’ll be the first point of contact for our customers and supporters, listening, asking insightful questions, and providing the right help at the right time.

You can influence with empathy, fundraise with integrity, and turn everyday conversations into meaningful moments. Your enthusiasm and warmth shine through in every interaction, guiding supporters through their journey whether they’re training for a major event or making a heartfelt donation. You’re resilient, calm under pressure, and make people feel genuinely valued.

You’ll be confident using Microsoft Office, databases, and handling data entry with accuracy. Your proactive, “can-do” attitude means you take ownership of queries and give people the time and care they deserve.

Driven by customer satisfaction, you see challenges as opportunities to create unforgettable moments. Your excellent administrative and time management skills help you stay organised and focused, even when juggling multiple priorities.

Why Join Us?

Want to see what makes this team so special? Watch our video to hear directly from our CSC colleagues and discover why this is such a rewarding place to grow your career: Customer Service Centre video link.

We offer our staff generous benefits, such as:

30 days annual leave plus bank holidays.
Private medical insurance, dental health cover, and money towards gym membership.
Pension scheme with employer contribution up to 10%.
Full pay for 12 weeks for family leave including maternity, paternity and adoption leave.
Life assurance.
Extra paid leave of up to 10 days to support colleagues who may need more time off work to look after themselves or others close to them.

Working Arrangements

7 x 6-month Fixed Term Contract starting on 14th Jan 2026
Working Hours: Normal working hours are 09:00 to 17:00, Monday to Friday, with flexibility to work 11:00 to 19:00 and some Saturdays during peak event season.
Hybrid Role: A week typically involves 1 day a week (usually Wednesdays) in our Birmingham office (B37 7YE) to collaborate with your team and other 4 days will be working remotely at home.

Interview Process

Initial Stage: One-way video interview, allowing you to record responses to pre-set questions at your convenience, showcasing your personality, skills, and experiences.
Second Stage: Assessment Centres will be held in person at our Birmingham Office (B37 7YE) on 2nd, 3rd and 4th December 2025. Please note that these dates are fixed and cannot be changed.

Start Date & Induction

All new team members will start on 14th Jan 2026, and this date is not negotiable. The induction training will last for four weeks, during which you will be required to come into the office more frequently. After completing the training, your office attendance will reduce to once a week.

Seniority level