Donor Contact Centre Advisor inTalbot Green inTalbot Green PUBLISHED TUE 8 OCT 2024

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.

For further details / informal visits contact:

Donor Contact Centre Team

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

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.