Donor Knowledge Base and Quality Supervisor

Job summary

In this role you will be managing the Donor Knowledge Base and ensuring it is fit for purpose in providing accurate and up to date guidance to the National Call Centre. You will play a key part in ensuring the correct advice is given to our donors on their eligibility to donate. You will be working directly to support the department in this key role within NHSBT. Your previous knowledge, skills and expertise will enable you to work independently to exercise your initiative and discretion in developing the role and the support to the department lead and our key internal and external stakeholders across the NHS. Working within the directorate, youll have the opportunity to engage with a diverse range of people to drive performance. With a focus on building capability, theyll be plenty of opportunities to develop your skills and receive coaching from the department lead and wider team. Using your organisational skills, youll make sure that NHSBT is an inclusive place to work for others.

Main duties of the job

In this role, you will be responsible for managing the Donor Knowledge Base (DKB), the primary resource for addressing donor inquiries. As a key component of the Donor Contact strategy, the DKB ensures accurate and efficient responses to all donor queries. Your day-to-day responsibilities will include: -

• Managing the Donor Knowledgebase (DKB) and ensure it is fit for purpose.
• Co-ordinating all requests for DKB updates from all stakeholders.
• Ensuring DKB versions (currently three but there could be more) are all synchronised in their intent if not in their phrasing (as each is intended for a different audience).
• To ensure the third-party provider of Contact Centre services is always aware of changes forthcoming to the DKB and that adequate staff training programmes are in place in a timely way.
• To provide deputy support for Donor Services Support and Resolutions Team Managers, this includes day to day support of the DSSR Team, answering eligibility questions, creating staff rotas, Quality Assurance checks and staff training.

You will be required to undertake occasional travel to any NHSBT sites to meet the requirements of the post (appropriate notice will be given)

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.