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- Tasks: Engage with blood donors through calls, emails, and social media while booking appointments.
- Company: Join Velindre University NHS Trust, a leader in healthcare services across Wales.
- Benefits: Gain valuable experience, work in a supportive team, and contribute to community health.
- Why this job: Make a real difference by helping maintain vital blood stocks for hospitals.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Flexible shifts and opportunities for career growth in a dynamic environment.
The predicted salary is between 24000 - 36000 £ per year.
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 ourcutting-edge Velindre Cancer Centre and ouraward-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 1994, 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
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.
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Donor Contact Centre Advisor employer: Welsh Blood Service
Contact Detail:
Welsh Blood Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Donor Contact Centre Advisor
✨Tip Number 1
Get to know the company! Before your interview, spend some time on the Velindre University NHS Trust website. Familiarise yourself with their values and services, especially the Welsh Blood Service. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you would handle sensitive conversations with donors, as this is key for the Donor Contact Centre Advisor role. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your empathy! During interviews, share examples of how you've handled difficult customer interactions in the past. Highlight your relationship management skills and how you can bring care and enthusiasm to the team. This will resonate well with the hiring managers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and shows your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Donor Contact Centre Advisor
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see that you genuinely care about supporting blood donors and making a difference in their experience.
Tailor Your Application: Make sure to customise your application to highlight relevant experience and skills. Mention any customer service or contact centre experience you have, as well as your ability to handle sensitive conversations with empathy.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate straightforward communication, so avoid jargon and make sure your key points stand out. This will help us see your suitability for the role quickly!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you can find more information about the role and our values there.
How to prepare for a job interview at Welsh Blood Service
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Donor Contact Centre Advisor. Familiarise yourself with the multi-channel communication methods mentioned in the job description, such as phone calls, emails, and social media interactions. This will help you demonstrate your readiness to handle donor queries effectively.
✨Showcase Your Empathy
Since the role involves sensitive conversations with donors, be prepared to discuss how you would approach these situations. Think of examples from your past experiences where you've shown empathy and care, especially in customer service roles. This will highlight your relationship management skills, which are crucial for this position.
✨Demonstrate Team Spirit
The job requires being part of a close team, so be ready to talk about your teamwork experiences. Share specific instances where you collaborated successfully with colleagues to achieve a common goal. This will show that you can thrive in a dynamic environment and contribute positively to the team culture.
✨Prepare for Shift Work Questions
Since the role involves shift work, be prepared to discuss your availability and flexibility. Think about how you manage your time and adapt to different working hours. Showing that you're comfortable with the shift patterns will reassure the interviewer of your commitment to the role.
