Are you passionate about delivering exceptional customer service, connecting with people, and making a real difference?
Join Our Team as a Customer Services Advisor - Outbound calling
As a Customer Services Advisor - Outbound calling, you'll be the friendly and trusted voice of BHF building meaningful relationships with our customers, supporters, and fundraisers. You'll play a key role in shaping perceptions, influencing engagement, and stewarding long-term connections through outbound calling and responsive support.
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.
Using our ticketing and CRM systems to update customer records.
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.
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'll be confident using Microsoft Office, databases, and handling data entry with accuracy. Your excellent administrative and time management skills help you stay organised and focused, even when juggling multiple priorities.
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.
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.
7 x 6-month Fixed Term Contract starting on 14th Jan 2026.
Working Hours: Normal working hours are 09:00am to 05:00pm, Monday to Friday, with flexibility to work 11:00am - 07:00pm 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.
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. 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.
We value and respect every individual's unique contribution, celebrate diversity, and make inclusion part of what we do every day.
Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.
As part of our commitment to being an inclusive employer and ensuring fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.
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.
This role internally is known as Customer Engagement Advisor