Job Description
Customer Care Advisor
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
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 be working as part of the Customer Services team and will be responsible for ensure the efficient functioning of the Customer Services team in all aspects of service delivery. Key responsibilities will include:
- Order receipt
- Product dispatch
- Complaint handling
- Invoicing and and legislative advice and guidance
- Internal and external audit
- Operating and upkeeping of the Customer Relationship Management (CRM) database along with other systems integral to the running of the department.
- Understanding the regulatory requirements related to Tissue products (Human Tissue Authority) in order to provide technical advice to customers in relation to tissue storage, tissue preparation and licensing requirements as per training provided and information manuals.
- Implementation of National systems
- Following training, using the information manuals provided, you will provide advice to customers in relation to tissue storage, tissue preparation and licensing requirement
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.
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' or equivalent standard
- Qualified to ‘A’ level standard in English or NVQ 2 or 3 in Customer Care or similar field or equivalent experience
- Demonstrate commitment to own Continued Professional Development (CPD)
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.
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.
This vacancy will close at 23:59 on 27th June 2025
Interviews are anticipated to be held w/c 7th July 2025 – subject to confirmation.
For informal enquiries please contact – Eve McLaughlin, Customer Care Team Leader on eve.mclaughlin@nhsbt.nhs.uk
