Customer Care Advisor

NHS Blood and Transplant; Liverpool; On-site; GBP 22,000 - 30,000; Full time

Job summary

Join a dedicated team at a leading healthcare organization where you will play a crucial role in ensuring the efficient administration of tissue services. This role involves overseeing the selection and dispatch of vital tissue products that support life-saving procedures in hospitals across the UK. Your expertise in customer service, communication, and organizational skills will be key in managing interactions with both hospital staff and the public. With a commitment to continuous professional development, you will thrive in an environment that fosters learning and personal growth, making a real difference in the lives of others while advancing your career in a rewarding and fulfilling role.

Benefits

27 days annual leave plus Bank Holidays

NHS pension scheme

Extensive induction and training programme

Flexible working opportunities

Continuous learning culture

Qualifications

• Experience in customer service and complaint handling is essential.
• Proficient in Microsoft Office, especially Word and Excel.

Responsibilities

• Oversee and organize the selection and dispatch of tissues.
• Handle customer complaints and maintain accurate records.

Skills

Customer Service Skills

Communication Skills

Organizational Skills

Data Manipulation

Education

Minimum of five GCSE's (including Maths) at Grade 'C'

A level standard in English or NVQ 2 or 3 in Customer Care

Advanced keyboard skills to OCS (RSA) level 2

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

CRM Database

Job description

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 work as part of the Customer Services team and will be involved in the following duties:

1. order receipt
2. product dispatch
3. complaint handling
4. invoicing
5. internal and external audit

You will update the Customer Relationship Management (CRM) database and other systems key to the department. Following training, using the information manuals provided, you will also provide advice to customers in relation to tissue storage, tissue preparation and licensing requirements.

About You

Experience and Knowledge

1. Proficient in Microsoft Office in particular Word and Excel, along with general IT Knowledge
2. Experience of using spreadsheets and manipulating data
3. Experienced in the handling of customer/service user complaints

Qualifications and Training

1. Advanced keyboard skills to OCS (RSA) level 2 certificate in text processing or equivalent, OR equivalent experience
2. Minimum of five GCSE's (including Maths) at Grade 'C'
3. Qualified to ‘A’ level standard in English or NVQ 2 or 3 in Customer Care OR equivalent qualifications
4. 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 (NHSBT), 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:

1. Job satisfaction, whilst emotive, this is a very rewarding and worthwhile role
2. Extensive induction and training programme with ongoing development to support your career ambitions
3. NHSBT promotes flexible working opportunities where the role will allow.
4. 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.
5. NHS 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: www.nhsbsa.nhs.uk/pensions
6. 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.

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.

The normal working hours for this role are up to 37.5 hours/week, at Liverpool Blood Centre, the office operates between 8am – 6pm weekdays and 8am – 4pm weekends and public holidays. The standard weekly rotational shift patterns that you will be requested to work are 8am – 4pm and 10am – 6pm.

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

This vacancy will close at 23:59 on Wednesday 12^th February 2025 – subject to change.

Interview date to be confirmed.

For informal enquiries please contact Cath Healey - Customer Care Manager, via email at: [e-mail] or tel: [phone].