Donor Feedback Advisor

Job summary

This vacancy is not eligible for Visa Sponsorship. Please do not apply unless you have another means of establishing a right to work.

This is a hybrid role which means you will perform your duties across more than one location, currently this is predominantly home working. You will be required to attend events or travel to other bases or locations as agreed and deemed necessary. You will be assigned a contractual base location at one of NHSBTs main centres closest to your home address. The specific base location will be confirmed after the final interview and mutually agreed upon with the line manager.

Job Summary

As a Donor Feedback Advisor, you will play a vital role in ensuring donors and members of the public feel heard, respected, and supported. Working within the Donor Experience Directorate, you will provide high quality administrative and customer service support to the Donor Feedback team, helping to manage complaints, concerns, compliments, and enquiries.

You will act as a key point of contact, accurately recording feedback, responding to enquiries, and supporting investigations in line with NHS complaints standards. Through your attention to detail, professionalism, and commitment to confidentiality, your work will contribute to learning, service improvement, and safeguarding donor care. This role is ideal for someone who is organised, customer focused, and motivated to make a positive difference within a public facing NHS service.

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 communications of complaints, concerns, enquiries and the provision of a full response by letter, email or telephone.
• 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, 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.