Donor Services Support and Resolutions Manager

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 NHSBTs 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

You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior 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.