Multi-Channel Contact Centre Lead — Sales & CX

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

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