Customer Care Administrator

NHS Blood and Transplant; Liverpool; On-site; GBP 23,000 - 26,000; Full time

Benefits offered by this job

Flexible working options

Generous annual leave

NHS Pension Scheme

Job summary

NHS Blood and Transplant is seeking a Customer Care Administrator to provide professional administrative support to the Tissue Services team, ensuring timely selection and dispatch of tissues for hospitals nationwide.

The role requires experience in customer care, confident communication, and strong IT skills (Word, PowerPoint, Excel). You will work with hospital staff and the public, maintaining accurate records and understanding regulatory requirements relevant to tissue products.

Qualifications

• GCSEs including Maths at Grade C or equivalent.
• A level English or NVQ3 in Customer Care or equivalent experience.
• Commitment to Continued Professional Development (CPD).
• Experience in a customer care environment and handling enquiries.

Responsibilities

• Receive and process orders accurately and promptly.
• Dispatch products to hospitals and customers.
• Handle complaints and provide timely resolutions.
• Provide invoicing guidance and ensure compliance with legislation.
• Participate in internal and external audits.
• Maintain and update the CRM and other key systems.
• Offer technical advice on tissue storage, handling and licensing as per training.

Skills

PC and office software

Word Excel PowerPoint

Customer care experience

Education

GCSEs including Maths

A level English or NVQ3 in Customer Care

Tools

CRM database

Job description

Customer Care Administrator

This vacancy is not eligible for Visa Sponsorship. Please do not apply unless you have another means of establishing a right to work

There are two positions available:

• One permanent
• One fixed term

Job Summary

Your job would be to provide a highly professional and efficient administration service to the Tissue Services team, helping to make sure that the department runs smoothly. It's a very important role as you'd be overseeing and organising the selection and dispatch of tissues, on time, day in day out - these are the products that hospitals nationally need to carry out their life-saving work.

As well as working with our customers (mostly hospital staff), you'd also deal with the public - so it's important that you have experience of working with people in a similar role and the customer-service skills that come with that.

Alongside confident communication skills, both in person and in writing, you'll need a good working knowledge of Word, PowerPoint and Excel and the organisational skills to keep accurate records. Good with figures and educated to at least NVQ level II (or equivalent), you'll call on your knowledge and all-round experience of office procedures and equipment to really make this role your own.

Main duties of the job

You will be working as part of the Customer Services team and will be responsible for ensure the efficient functioning of the Customer Services team in all aspects of service delivery. Key responsibilities will include:

• Order receipt.
• Product dispatch.
• Complaint handling.
• Invoicing and legislative advice and guidance.
• Internal and external audit.
• Operating and upkeeping of the Customer Relationship Management (CRM) database along with other systems integral to the running of the department.
• Understanding the regulatory requirements related to Tissue products (Human Tissue Authority) to provide technical advice to customers in relation to tissue storage, tissue preparation and licensing requirements as per training provided and information manuals.
• Implementation of National systems.
• Following training, using the information manuals provided, you will provide advice to customers in relation to tissue storage, tissue preparation and licensing requirement.

About You

Experience and Knowledge

• Competence in the use of a PC and mainframe computer packages.
• Word processing, spreadsheet and data management experience.
• Experience of working in a customer care environment with a focus on maintaining and developing customer relationships.

Qualifications and Training

• Minimum of five GCSE's (including Maths) at Grade 'C' or equivalent qualifications / experience.
• ‘A’ level in English or NVQ level 3 in Customer Care / equivalent qualifications or equivalent experience.
• Demonstrate commitment to own Continued Professional Development (CPD).

About Us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary - donate blood, blood products, organs, tissues, or stem cells to save someone in need.

Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work – and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.

You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.

What we offer:

Flexible working options – we promote flexible working where the role allows. We’re happy to discuss what flexibility might look like for you.

Generous annual leave - 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.

Inclusive pension scheme - the NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns). Further details and outline of benefits can be found at: http://www.nhsbsa.nhs.uk/information-about-nhs-pensions

Supportive learning culture - we've fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It's open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.

Health and wellbeing support – we offer confidential services including occupational health, employee assistance programme, and wellbeing resources. Our support is available to all colleagues and we endeavour to provide tailored workplace adjustments where possible.

As a Disability Confident Employer, we welcome applications from disabled candidates. We will talk with you to explore any adjustments that may help you during the recruitment process.

Next Steps

This vacancy will close at 23:59 on 13th September 2026 however this vacancy may close sooner than the advertised deadline if we receive a high volume of application.

The assessment process for this role will include: a single interview. Interviews are anticipated to be held on 22nd September 2026 - subject to confirmation.

For informal enquiries please contact –

Name: Catherine Healey,

Job Title: Customer Care Manager - Tissue and Eye Services

Contact Details: Email – [e-mail]