Job summary
- Main area
- Contact Centre
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Part time - 24 hours per week
- Job ref
- 120-AC016-0625
- Employer
- Welsh Blood Service
- Employer type
- NHS
- Site
- Welsh Blood Service
- Town
- Talbot Green
- Salary
- £23,970 per annum pro rata
- Salary period
- Yearly
- Closing
- 23/06/2025 23:59
Employer heading
Donor Contact Centre Advisor
Band 2
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.
As a division of Velindre University NHS Trust, the Welsh Blood Service (WBS) is an amazing place to work and develop your career. Our caring and motivated staff are designing, developing and delivering improvements, which will enable the WBS to strive towards its vision of working with our staff & the people of Wales to deliver an easy to use, safe and sustainable service for blood and stem cell donation.
As a trusted healthcare provider, we work tirelessly to maintain the highest standards of quality, safety and donor experience.
We are currently embarking an ambitious 5 year strategy called “WBS Futures” where we have set out our vision for blood and transplant services in Wales for the next 5 years. It sets out where we are now, where we want to be in 2028 and the steps we will take to get there.
You can read more about our strategy here: www.welsh-blood.org.uk/welsh-blood-service-strategy-2023-2028
WBS is a committed equal opportunities employer.
Take a look at what we do. Our dedicated career pages can be found at https://welsh-blood.org.uk/careers/
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.
This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed
Job overview
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 Leaders
[email protected]
01443622087
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.
Working for our organisation
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/
Detailed job description and main responsibilities
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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.
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Person specification
Experience
Essential criteria
- Experience of using MS Office and/or bespoke software packages
- Experience of dealing with customers or the general public
Desirable criteria
- 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
Essential criteria
- 5 GCSE's to include English & Mathematics or equivalent experience
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Donor Contact Centre Team Leaders
- Job title
- Donor Contact Centre Team Leaders
- Email address
- [email protected]
- Telephone number
- 01443 622087
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