Donor Services Coordinator (1-Year Contract)

Work Schedule:
Tuesday to Friday: 9:00 AM – 6:00 PM; Saturday: 9:00 AM – 5:00 PM

JOB PURPOSE

The Donor Services Coordinator serves as the vital first point-of-contact for the Blood Donor Recruitment Programme, seamlessly blending proactive donor engagement with essential administrative operations. This role plays a critical part in sustaining the national blood supply by reaching out to schedule donation appointments, executing urgent donor recalls during low-stock periods, and educating the community on donation criteria and recognition programmes. Behind the scenes, the Coordinator ensures operational excellence by managing donor enquiries, maintaining accurate data records, and providing the robust administrative support needed to keep recruitment campaigns running smoothly.

PRINCIPAL ACCOUNTABILITIES

1.      Drive donor recruitment and retention through proactive tele-engagement, including appointment scheduling and targeted outreach to support national blood collection targets.

2.      Manage inbound donor interactions across multiple channels, addressing enquiries related to appointments, eligibility, and blood donation events with accuracy and professionalism.

3.      Oversee donor communications and administrative processes, including management of enquiry mailboxes, issuance of donor recognition certificates, and maintenance of call records (including downloading and filing of recordings) to ensure audit readiness and service quality.

4.      Ensure data integrity and compliance by performing accurate data entry, maintaining booking records, and generating reports to support operational tracking and decision-making.

5.      Coordinate and schedule manpower resources for tele-recruitment operations, optimising team deployment to meet service levels and campaign demands.

6.      Provide administrative and operational support to ensure seamless execution of donor engagement activities and programme delivery.

JOB SPECIFICATION

Qualifications:

·       Diploma from a recognised local polytechnic or equivalent.

 Experience:

·       Prior experience in customer service, call centre operations, or administrative support is advantageous.

 Required experience, skills, and knowledge:

·       Strong Communication Skills: Excellent verbal communication with the ability to engage, influence, and build rapport with diverse donor profiles. Proficiency in spoken English is required; ability to communicate in second language is an added advantage.

·       Customer-Centric Mindset: Demonstrates professionalism in phone etiquette and consistently delivers high-quality customer service across all donor interactions.

·       Digital and Systems Proficiency: Proficient in Microsoft Office applications and experienced in using communication tools (e.g. MS Teams), database systems, and recruitment or CRM platforms.

·       Adaptability and Resilience: Able to manage shifting priorities and perform effectively in a fast-paced, operations-driven environment.

·       Attention to Detail and Accountability: Ensures accuracy in data handling, scheduling, and administrative processes, with a strong sense of ownership and responsibility.

·       Workforce Flexibility: Willingness to work on weekends (Saturdays and/or Sundays) to support operational requirements.