Donor Services Support and Resolutions Team Manager

NHS Blood and Transplant; Newcastle upon Tyne; On-site; GBP 30,000 - 50,000; Full time

Job description

Donor Services Support & Resolutions Manager

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

This is an exciting opportunity to lead and develop a team of dedicated support staff responsible for providing second line support to our National Contact Centre. You will work closely with a variety of stakeholders including Operations, Clinical, Donor Relationship Services and NHSBT’s outsourced supplier of the NCC.

In this challenging and varied role you will lead a team to manage 150,000 tasks a year in a back office environment to support our blood and platelet donors. You will be integral to ensuring that the team are committed to continuous improvement and will have the opportunity to shape the future service as NHSBT.

Main duties of the job

In this role you will manage the Donor Services Support and Resolutions (DSSR) Team. You will be responsible for:

• Managing a team to provide second line support to our outsourced National Contact Centre (NCC), covering 150K tasks per year. This includes providing escalated Donor support linking in with session and medical teams along with covering areas such as short term cancellations.
• Acting as a communications link with the NCC to ensure that they have all of the information required to manage donors queries.
• Build and maintain an ongoing working relationship with the NCC team to ensure the donor experience is maximised at all points of their journey with NHSBT.

About You

Experience and Knowledge

• Supervisory experience.
• Experience of working with Information Technology using Microsoft Office packages (Word, Excel and PowerPoint) and web-based applications.
• Experience of working in a busy office environment, using office equipment, handling conflicting deadlines and priorities.
• Experience of working in a call centre and using excellent customer care skills to answer telephone calls.
• Knowledge of Quality Assurance and Audits would be desirable.

Qualifications And Training

• Degree level qualification in a management subject or equivalent experience.
• European Computer Driving Licence (ECDL) (part I & II) or ITQ2, or CLAIT II, or RSA III text or word processing or demonstrable workplace experience.
• PULSE training (basic / advanced) would be desirable.
• Willingness to undertake continuing development and training as required.
• Demonstrates 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.

This vacancy will close at 23:59 on 11 April 2025.

Interviews are anticipated to be held on 23 April 2025 subject to confirmation.

For informal enquiries please contact Sarah Rickelton, Donor Services Support & Resolutions Team Manager on [e-mail].