Customer Care Advisor

Job Summary

Your job would be to provide a highly professional and efficient administration service to the Tissue Services team, helping to make sure that the department runs smoothly. It’s a very important role as you’d be overseeing and organising the selection and dispatch of tissues, on time, day in day out – these are the products that hospitals nationally need to carry out their life-saving work.

As well as working with our customers (mostly hospital staff), you’d also deal with the public – so it’s important that you have experience of working with people in a similar role and the customer-service skills that come with that.

Alongside confident communication skills, both in person and in writing, you’ll need a good working knowledge of Word, PowerPoint and Excel and the organisational skills to keep accurate records. Good with figures and educated to at least NVQ level II (or equivalent), you’ll call on your knowledge and all-round experience of office procedures and equipment to really make this role your own.

Main duties of the job

You will work as part of the Customer Services team and will be involved in

• order receipt
• product dispatch
• complaint handling
• invoicing
• internal and external audit

You will update the Customer Relationship Management (CRM) database and other systems key to the department.

Following training, using the infromation manuals provided, you will provide advice to customers in relation to tissue storage, tissue preparation and licensing requirements

About You

Experience and Knowledge

• Proficient in Microsoft Office in particular Word and Excel, along with general IT Knowledge.
• Experience of using spreadsheets and manipulating data
• Experienced in the handling of customer/service user complaints.

The following would be an advatange but are not essential:

• Experience of working in a customer care environment with a focus on maintaining and developing customer relationships.
• Understanding of medical terms / procedures relevant to tissue processing, production, banking and issue

Qualifications and Training

• Advanced keyboard skills to OCS (RSA) level 2 certificate in text processing or equivalent or equivalent experience.
• Minimum of five GCSE’s (including Maths) at Grade ’C’.
• Qualified to ‘A’ level standard in English or NVQ 2 or 3 in Customer Care/equivalent qualifications.
• Demonstrate committment 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

At NHS Blood and Transplant, we’re incredibly proud of the many talented people who come together every day to make our organisation the very best it can be. We have clearly defined values that are centred around offering exceptional care to our donors and their families. We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers.

It’s an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year. We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme.

We are passionate about creating an inclusive workplace and aim to reflect the diverse communities we work with and positively encourage applications from all sectors of the community.

Three small words, one big difference - Caring, Expert and Quality.

Together we’ll save and improve more lives than ever

This vacancy will close at 23:59 on Sunday 16th July 2023

If you have already applied for VAC2102 Customer Care Advisor you do not need to apply for this role again

Interviews are anticipated to be held on Thursday 27th July 2023– subject to confirmation

For informal enquiries please contact – Name: Catherine.healey@nhsbt.nhs.uk