Donor Contact Centre Advisor

NHS; Talbot Green; On-site; GBP 20,000 - 25,000; Full time

Job summary

A Welsh healthcare provider is seeking a Donor Contact Centre Advisor to manage donor communications through calls, emails, and social media. You will provide support for donation appointments and deliver outstanding customer service. Candidates should have strong interpersonal skills and preference will be given to those who can speak Welsh. This position involves shift work between 8am and 8pm on weekdays and 9am to 1pm on weekends.

Qualifications

• Experience in a customer service environment is essential.
• Familiarity with contact centre operations is preferred.
• ECDL or equivalent Customer Care Course is a plus.

Responsibilities

• Provide excellent contact services to support donor needs.
• Handle inbound and outbound contacts effectively.
• Book appointments and respond to donor queries.

Skills

Customer service experience

MS Office proficiency

Ability to speak Welsh

Education

5 GCSEs including English & Mathematics

Tools

Bespoke software packages

Job description

The Donor Contact Centre is a multi-channel department, interacting with blood donors via inbound and outbound calls, SMS, email and social media. The contact centre is a fast-paced dynamic environment, often reacting in real time to support the maintenance of optimum blood stocks for hospitals in Wales.

As a Donor Contact Centre Advisor, the core part of your role will involve having telephone conversations with donors, sometimes of a sensitive nature, answering queries and booking donation appointments. In addition, the post holder will undertake various administration duties, respond to both email and social media messages.

We are looking for people who thrive on being part of a close team and have exceptional relationship management skills, bringing enthusiasm, care and empathy to our colleagues and donors. You will be responsible for upholding the high standards and performance levels expected of Welsh Blood Service employees.

The role will require shift working between the hours of 8am and 8pm Monday to Friday and Saturday 9am to 1pm (Saturday working on a rotational basis).

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

The Donor Contact Centre Advisor will be required to provide excellent contact services to support the needs of the Service, with all aspects of their work including the embedded principles of excellent donor experience and donor and recipient safety.

They will receive inbound contacts via the telephone, email and other channels, meeting agreed targets and standards. The post holder will be required to provide an effective appointment booking service meeting departmental performance standards, answering donor queries/concerns, where relevant, passing on queries/concerns to the appropriate department. The post holder will undertake outbound campaigns as directed, supporting efficiencies at clinics and bloodstocks and will be required to carry out additional administrative duties.

About us

Here at Velindre University NHS Trust we are extremely proud of the specialist services we provide across the whole of Wales in our cutting-edge Velindre Cancer Centre and our award-winning Welsh Blood Service, as well as the expertise of our corporate functions that bring the two divisions together. We are also fortunate to host the NHS Wales Shared Services Partnership and Health Technology Wales and have developed strong partnership working with these expert services.

Formed in 1999, the Trust has a dedicated workforce that continuously strives to apply the key principles of value based healthcare through a wide array of roles. We play a vital role in the communities we support and have ambitious plans for the future to continue to improve the services we deliver. We strive to maintain our core values in everything we do by being; accountable, bold, caring and dynamic, and ensuring the best possible care for our patients and donors.

If you want to work for an organisation that prides itself on making a real difference and offers exciting career opportunities then Velindre University NHS Trust is the place for you.

Visit our website to find out more https://velindre.nhs.wales/

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

The Donor Contact Centre Advisor will be required to provide excellent contact services to support the needs of the Service, with all aspects of their work including the embedded principles of excellent donor experience and donor and recipient safety.

They will receive inbound contacts via the telephone, email and other channels, meeting agreed targets and standards. The post holder will be required to provide an effective appointment booking service meeting departmental performance standards, answering donor queries/concerns, where relevant, passing on queries/concerns to the appropriate department. The post holder will undertake outbound campaigns as directed, supporting efficiencies at clinics and bloodstocks and will be required to carry out additional administrative duties.

Person Specification

Experience

• Experience of using MS Office and/or bespoke software packages
• Experience of dealing with customers or the general public
• Experience of working in a contact centre or a customer service environment Previous Contact Centre Environment/Customer Service Experience
• Ability to speak Welsh
• ECDL or equivalent Customer Care Course

Qualifications

• 5 GCSE\'s to include English & Mathematics or equivalent experience

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.