Customer Service Specialist - Outbound (onsite role)

Overview

Customer Service Specialist - NHS Blood and Transplant

Location: onsite in Newtownards, Northern Ireland

Contract: Permanent, onsite working only in Newtownards, currently no work at home opportunities

Start Date: 3rd of August 2026

Hours of Work: 40 hours per week. Candidates need to be flexible between the hours of 7:00am and 8:30pm

Monday to Sunday

Training: 11 Days (onsite 09:30 - 18:00)

Salary: £26,436.80

Is this role right for you?

• Do you have a passion for helping others?
• Do you have the ability to deliver a first class customer experience?
• Would you enjoy being part of a highly engaged and compassionate team that represents one of the key clients, NHS Blood and Transplant?

If you can answer 'YES' to these questions, then we'd love to hear from you!

Job Overview

As a member of our team at Teleperformance, you will be making warm outbound calls to get people to rebook their blood donation appointment.

You will also receive calls from callers who are blood donors in England or who may wish to register a decision for organ donation (all UK).

You will have the desire to help all callers by providing accurate information relating to blood donation appointments.

You will be self motivated and have a passion for assisting others to save lives and should have a real desire to understand and the ability to deal with complex life experiences.

Our callers want to talk to understanding empathetic people who'll listen, ask the right questions and patiently offer solutions that serve their needs. Bring your experience and enthusiasm and you'll have the chance to support the NHS Blood and Transplant Service.

Key Responsibilities

• Resolve customer inquiries with speed and precision
• Assist customers with queries
• Delight customers by providing timely, accurate and expert advice
• Deliver a service where patience, empathy and building rapport are central
• Record, track, and effectively resolve incidents and queries
• Create clear notes on customers' accounts with relevant details
• Comply with company's policies and practicesUpdate your knowledge through the associated guidelines and procedures
• Manage databases, tools, applications and operating systems
• Strive to achieve first call resolution

Candidate Requirements

We believe in building a team with the right drive and passion for products and customer service. That's why we need you to be interested in providing information and advice to customers relating to the NHS Blood and Transplant Line.

Here are our key benefits

• Perks at Work - Savings Discounts / Free Online Classes
• - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP's, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness - up to £10,000
• Cycle to Work Scheme
• Eye care support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards - For the best of the best
• Refer A Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress - Here to support TP journey
• 28 day annual leave (inclusive of bank holidays), increasing with length of service

Values we look for you to have:

• Process Excellence: Doing things well means something to you and you will always strive to improve on your work.
• Collaboration: You enjoy working with others and you like working as a team player.
• Communication: You can speak and write clearly and in a confident manner.
• Emotional Intelligence: You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open Mindedness: You are able to be open to different ways of thinking and new ideas.
• Critical Thinking: You are able to think logically when making decisions.
• Solution Orientation: Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship: Taking ownership, not being afraid to take on new tasks, develop and have a self driven mindset.

Disclaimer - Job Scams

Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

Disclaimer - Language Proficiency

Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.