Donor Feedback Advisor

Job summary

This is an excellent opportunity for a self-motivated individual who is looking to develop their career in customer services. You will join a well-established and industrious team who work in the nursing division under the direction of the Chief Nursing Officer. You will work alongside a team of dedicated advisors who register and respond to both informal and formal feedback, providing advice, information and support to blood donors, staff and members of the public. There will be many occasions where you will have to engage and work collaboratively with operational and clinical teams to respond to the concerns that have been raised. This will enable you to build up your profile and network with a range of stakeholders both internally and externally.

Main duties of the job

In this role you will be responsible for providing an administrative support role to the Donor Feedback team in the management of complaints, compliments and concerns and enquiries from donors and the public. Your day-to-day responsibilities will include:-

• To manage the administration of the inbox ensuring all cases are logged and responded to or passed onto the relevant team if not relevant to the nature of the business.
• To accurately deal with telephone calls and written enquiries relating to cases from staff or donors.
• To accurately record and categorise donor & public feedback, ensuring it is assigned to the individual best placed to respond.
• Ensure information concerning donors, customers and other members of staff is treated as confidential.
• Prepare a variety of electronic and hard copy communication responses in reply to donor and public feedback according to set quality standards.
• Adhere to NHS complaints handling regulations and NHS Complaint Standards continuously work to meet the Departments targets (Key Performance Indicators) including the acknowledgement of all letters of complaint and the provision of a full response by letter, or email.

You will be required to work irregular hours to travel, including overnight stays when required with appropriate notice.

About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll 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.