Customer Service Meet and Greet Role

Welcomer
1. To carry out front of house duties and associated administration whilst providing a professional service to volunteer blood donors during blood donor sessions.
2. Welcome donors and ensure their donation experience is as safe and positive as possible.
3. Assist and encourage the donor to make future appointments using a laptop, PC or other IT tools
4. Undertake accurate record keeping and data entry through all parts of the session as appropriate

Refreshments
1. Give appropriate post donation care and advice and ensure that the donor has suitable refreshment

Porter
1. Move equipment to set up and set down blood collection sessions in a defined area.
2. Manipulation required of session beds and equipment cages.

General Duties:
1. Required to undertake a comprehensive induction and on the job training to achieve proficiency as a Team Assistant.
2. Ensure information concerning donors, customers and other members of staff is treated as confidential.
3. To be able to communicate effectively with donors, the public and staff, recognising when issues/events need to be referred.
4. Understanding of a number of routine work procedures gained through induction and training, including manual handling, maintenance of equipment, venue assessment.
5. To work in accordance with national clinical and quality guidelines including guidelines from the Medicines and Healthcare products Regulatory Agency (MHRA) and the pharmaceutical Good Manufacturing Practice (GMP) regulations and the European clinical guidelines to continuously monitor standards and maximise blood safety, following collection instructions and technical clinical instructions.
6. To ensure that session consumables e.g. refreshments and clinical stock etc, is appropriately and securely maintained.
7. To complete relevant paper based and electronic information associated with the collection and delivery of products and materials, including log sheets and product manifests.
8. To take responsibility for the secure ‘delivery’ and ‘collection’ of mobile units and other stock to any location and set up and remove associated equipment.
9. The working conditions on mobile sessions provide unique challenges in that staff may be called to work in a different venue each day with limited influence over immediate physical environments and the daily necessity to load/unload, assemble and dismantle equipment, including heavy objects.
10. There is a frequent requirement for sitting or standing for a substantial period of time.
11. The post holder will be expected to undertake lifting and handling of items up to a maximum weight of up to 20kg with and without the use of mechanical aids, in accordance with appropriate Health and Safety regulations.
12. Follow policies and standard operating procedures including disposal of clinical waste.

Health, Safety and Security
1. Use appropriate infection control procedures and maintain work areas in each donation environment so that they are clean, safe and free from hazards.
2. Assist donors and colleagues in adopting sound infection control measures.
3. Identify report and manage potential risks that you see in relation to donor safety, blood safety, staff safety and working/session environment.
4. Be aware of statutory child health and vulnerable adult procedures, and statutory local guidance and onward referral criteria.
5. Know the health and safety policies and procedures within the workplace, including fire procedures, maintain documentation and monitor and maintain equipment within your area of responsibility.
6. Use the computer monitor and other equipment safely.
7. Maintain health, safety and security in session areas, taking steps to safeguard donor’s belongings, and NHSBT equipment.
8. Monitor and maintain health, safety and security in session areas.