Post 2382 - customer service agent

Post 2382 - Customer Service Agent Dublin(NBC) Purpose of Role The role of the Customer Service Agent (CSA) is to participate as part of the donor recruitment function across Donor Services and Collections teams to support the IBTS strategic priorities and ensure compliance with current legislative requirements. The CSA role is accountable for providing a best in donor class experience. The CSA will carry out donor recruitment utilising IBTS systems, make appointments for donors, and tele-recruit donors providing a high level of service for our donors.

The CSA will support any other donor recruitment and retention functions and associated administration duties. The Customer Service Agent (CSA) is expected to participate in all aspects of the IBTS multi-disciplinary cross functional approach to service delivery and to work within the IBTS Quality System and Code of Conduct at all times. Key Duties and Areas of Responsibilities Key Deliverables Areas of responsibility include (but are not limited to): Taking phone calls, responding to messages and queries from donors utilising IBTS systems.

Making individual appointments and group bookings for blood donation clinics Asking pre-screening questions to determine donor eligibility before making appointments Tele-recruitment of existing, lapsed and new donors Use of and adherence with IBTS Donor Selection guidelines Use of internal IT systems Data entry on Excel and associated IBTS systems Comply with the requirements of the IBTS Quality System, i.e. Standard Operating Procedures (SOPs), policies and procedures and Good Data Protection Regulations (GDPR) Supporting Donor Services / Collections administration activities as required Any other duties as assigned by relevant supervisor/manager or nominee. Person Specification / Selection Criteria Essential Criteria A minimum of Leaving certificate experience Relevant recent customer service experience Proven IT skills and experience e.g. experience working with Microsoft Office, Outlook and Excel and data entry Demonstrable interpersonal and communication skills, including the ability to communicate clearly and concisely in writing Excellent Organisational Skills - Proven ability to demonstrate excellent planning and organisational skills with clear evidence of attention to detail Initiative and Flexibility - Ability to demonstrate a flexible approach to work commitments while using own initiative to manage workload.

Strong ability to work on own initiative as well as part of a multidisciplinary team Capable of dealing with information in a confidential manner Required Competencies for the Role Getting the Job Done: Functional/Technical Knowledge & Skills Scale Familiarity and working knowledge of skill. Results Oriented Continually focuses on achieving positive, concrete results to contribute to IBTS success. Managing Systems and Processes Effectively uses systems and processes to measure, monitor & meet standards.

Planning, Organising and Co-ordinating Efficiently develops and implements plans to accomplish goals Managing Self: Communication Skills Speaks, writes and presents information effectively and persuasively across communication settings. Action Oriented Pursues work with energy, drive and a strong orientation to accomplish. Self - Development Actively seeks to understand own strengths and weaknesses and works continuously to improve.

Problem Solving Accesses and reviews information and uses it to develop effective solutions to problems or situations. Working with Others: Customer & Client Focused Considers and takes action to meet the current and future needs of clients / donors. Representing the IBTS Projects a positive and professional image of the IBTS in all contacts.

Interpersonal Skills Develops and maintains good working relationship with others. Building Team Spirit Develops and maintains productive, effective high team moral. Desirable Criteria Previous experience working in a comparable or similar environment Experience working within a Quality System Additional Information or Comments: Location: - Training is based in the National Blood Centre (NBC) and local IBTS office centres - Flexibility required - Roster hours may be subject to change to meet service requirements and operational demands TLNT1_IJ