Customer Service Coordinator

The Customer Service Coordinator works as an integral member of the Donor Request Management Department, supporting the coordination of stem cell donations with unrelated donors. Customer Service Coordinator will work within the Confirmatory Typing (CT) team of the department, managing the coordination of pre-testing for bone marrow and peripheral blood stem cell donations. This includes, but is not limited to, scheduling blood tests, reviewing results and liaising with international stem cell registries. Customer Service Coordinator will work with the Confirmatory Typing Manager to resolve any donor and transplant centre complaints and respond as necessary. Part of the responsibily for the Customer Service Coordinator will evaluate donors for medical and non-medical factors affecting suitability and eligibility using guidelines as set by UK and national regulations.

Key Responsibilities:

• Educating and consenting donors on the bone marrow or peripheral blood stem cell donation process using principles of informed consent.
• Work closely with UK stakeholders to manage the coordination of blood tests, this includes hospitals, GPs and international entities, UK medical advisers and associated labs.
• Work with internal databases to record and document accurate donor case notes.
• Ensure compliance with all standards, policies, procedures, and documentation requirements set by, registries, and regulatory authorities such as the Human Tissue Authority etc.
• Represent the Donor Request Management team at local and international working groups, inputting into organisational projects, as required.
• Respond to, and investigate, any quality incidents and adverse events (S(P)EARs), including providing recommendations for corrective and preventative actions.
• Ad hoc activities including quality assurance and service improvement projects and any other duties as requested by the Confirmatory Typing Manager.
• To meet with the Confirmatory Typing Manager for the purpose of regular supervision and appraisal.
• To participate in staff training, organisation/team meetings and events, as required.
• To keep up-to-date with developments and learning in the field of stem cell donation.
• To comply with the organisation’s health and safety, confidentiality, data protection and other policies.
• To promote equality of opportunity and anti-discriminatory practices

Essential Skills:

• Educated to A-Level (or equivalent) or relevant vocational training.
• 3 plus years work experience, working in a busy team/organisation.
• 1-2 years of working in healthcare/NHS setting
• Excellent written and verbal communication skills.
• Excellent interpersonal skills, including active listening skills and a good phone manner.
• A strong team player.
• Knowledge of, or ability to understand, medical terminology, case-note documentation, medical history documentation.
• Willingness to become acquainted with a very specific discipline/branch of medical science.
• A high degree of sensitivity and empathy.
• Very proactive work ethic and ability to work on own initiative.
• Strong attention to detail and accuracy.
• Highly organised and able to multitask efficiently.
• Ability to work to and achieve clear targets and deadlines.
• Flexible approach with the ability to adapt to new and changing situations.
• Good IT skills, including use of MS Office (Outlook, Word, Excel and PowerPoint).
• Experience of working with large database/CRM systems.
• Willingness to travel on occasions for training and workshops, both nationally and internationally.
• Ability to work in line with GDPR and with an understanding of donor and patient confidentiality.
• Strong passion to follow mission and values.

Background:

Inizio Engage is an equal opportunity employer, and employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, nationality, ethnic or national origin, disability, age, pregnancy.

Please note if you have not heard from a member of the resourcing department within 7 days your application has been unsuccessful at this stage.

Thank you for your interest in Inizio Engage.