Donor Knowledge Base and Quality Supervisor

NHS Blood and Transplant; Newcastle upon Tyne; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join NHS Blood and Transplant as a key member managing the Donor Knowledge Base, ensuring accurate donor guidance. Collaborate with diverse stakeholders, support team performance, and develop your skills in a role that makes a difference in people's lives.

Benefits

27 days annual leave

NHS pension scheme

Flexible working opportunities

Continuous learning culture

Qualifications

• Experience in a busy administrative environment.
• Ability to understand and use web-based applications.
• Commitment to continued professional development.

Responsibilities

• Manage the Donor Knowledge Base and ensure it is fit for purpose.
• Coordinate requests for DKB updates from stakeholders.
• Provide deputy support for Donor Services Support and Resolutions Team Managers.

Skills

Team player

Organizational skills

Web applications

Education

A Level or equivalent

Formal IT skills training

Tools

Microsoft Office

Job description

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

Job Summary

In this role you will be managing the Donor Knowledge Base and ensuring it is fit for purpose in providing accurate and up to date guidance to the National Call Centre. You will play a key part in ensuring the correct advice is given to our donors on their eligibility to donate.

You will be working directly to support the department in this key role within NHSBT.

Your previous knowledge, skills and expertise will enable you to work independently to exercise your initiative and discretion in developing the role and the support to the department lead and our key internal and external stakeholders across the NHS.

Working within the directorate, you’ll have the opportunity to engage with a diverse range of people to drive performance.

With a focus on building capability, they’ll be plenty of opportunities to develop your skills and receive coaching from the department lead and wider team.

Using your organisational skills, you’ll make sure that NHSBT is an inclusive place to work for others.

Main duties of the job

In this role, you will be responsible for managing the Donor Knowledge Base (DKB), the primary resource for addressing donor inquiries. As a key component of the Donor Contact strategy, the DKB ensures accurate and efficient responses to all donor queries. Your day-to-day responsibilities will include: -

• Managing the Donor Knowledgebase (DKB) and ensure it is fit for purpose.
• Co-ordinating all requests for DKB updates from all stakeholders.
• Ensuring DKB versions (currently three but there could be more) are all synchronised in their intent if not in their phrasing (as each is intended for a different audience).
• To ensure the third-party provider of Contact Centre services is always aware of changes forthcoming to the DKB and that adequate staff training programmes are in place in a timely way.
• To provide deputy support for Donor Services Support and Resolutions Team Managers, this includes day to day support of the DSSR Team, answering eligibility questions, creating staff rotas, Quality Assurance checks and staff training.
  
  

You will be required to undertake occasional travel to any NHSBT sites to meet the requirements of the post (appropriate notice will be given)

About You

Experience and Knowledge

• Demonstrable experience of working within a busy administrative environment
• Demonstrable Team player with a good track record of working effectively within a team.
• Ability to understand and use web based applications
• Demonstrable experience of developing specialist knowledge of IT systems
• Experience of working with information technology using Microsoft Office packages (Outlook, Word, Excel, Teams and PowerPoint)
  
  

Qualifications And Training

• Education to A Level of equivalent standard
• Evidence of formal IT skills training (Excel, Word, etc.)
• Demonstrates commitment to own continued professional development (CPD)
  
  

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.

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

• NHSBT promotes flexible working opportunities where the role will allow.
• 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.
• 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
• 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.
  
  

This vacancy will close at 23:59 on 18th May 2025. NHSBT reserves the right to close this job vacancy early if a high volume of applications is received.

Interviews are anticipated to be held week commencing 26th May 2025 subject to confirmation

For informal enquiries please contact Sarah Rickelton, Donor Services Support & Resolutions Team Manager on [e-mail]