Customer Service Manager

Cambridge University Hospitals NHS Foundation Trust; Barnsley; Hybrid; GBP 49,000 - 57,000; Full time

Benefits offered by this job

Generous annual leave

NHS Pension Scheme

Flexible working options

Thrive learning and development

Job summary

NHS Blood and Transplant is recruiting for a transfusion data specialist to join the Hospital Customer Service team. The role is national with hybrid working, based at a NHSBT centre, and travel to meetings as required.

You will analyse complex data from customer feedback, complaints, surveys and credits to produce insightful reports that drive service improvement. The role involves working with NHSBT colleagues and hospital transfusion staff on national projects under supervision from the

Qualifications

• MSc in transfusion / transplant or equivalent science or highly specialist knowledge via professional body exam (e.g., IBMS/BSHI).
• HCPC registered Biomedical Scientist (maintained).
• Valid UK driving licence.
• Commitment to CPD and adherence to relevant guidelines (GxP, etc.).
• Proven experience with data analysis and presenting management information regularly.
• Solid understanding of the role of transfusion in patient treatment and related procedures.
• Understanding of customer service issues.

Responsibilities

• Act as the primary outward-facing link with hospitals, interpreting their requirements against transfusion standards and cost effectiveness.
• Collaborate with NHSBT departments to promote and implement change for consistent, professional service.
• Drive resolution of issues, complaints and feedback from external and internal customers to improve services.
• Promote a customer service ethos and contribute to the directorate's strategic direction on projects to improve products and services.
• Advocate for the community and provide high quality information on products and services.
• Willingness to travel and spend time away from base, with irregular hours and overnight stays when required.

Skills

Data analysis

MS Office Suite

Customer service

Meeting coordination

Transfusion knowledge

Driving licence

CPD

Communication

Education

MSc in transfusion/transplant or equivalent science

HCPC registered Biomedical Scientist

Tools

MS Office Suite

Databases

Spreadsheets

Job description

You will be joining the Hospital Customer Service team covering national customer service issues. We are offering hybrid working meaning the successful applicant may be based at any main NHSBT centre nationally with hybrid working optional. There is an expectation to travel to meetings nationally as required. This is an exciting opportunity to use your transfusion and biomedical science knowledge to make a difference to the support, services and components NHSBT provides to hospital transfusion teams. You will identify trends, insights and key messages producing clear and engaging reports that tell a story to support service improvement. To do this you will focus on analysing and interpreting complex data from a range of sources, including customer complaints, surveys, credits, compliments and other feedback, using your well-developed IT skills. You will work primarily with NHSBT colleagues with some contact with hospital transfusion staff. You will be involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients. The role involves working independently on a range of tasks and projects, with direction, oversight and support from the Projects and Customer Insights Manager.

• Acting as our primary outward-facing link with hospitals, understanding and interpreting their requirements and expectations against our standards of good transfusion practice and cost effectiveness
• Working with other NHSBT departments to promote and implement change ensuring a consistent, professional level of service is achieved.
• Driving resolution of any issues, complaints and feedback raised by external and internal customers through formal and informal routes in order to improve our services.
• Promoting a customer service ethos within NHSBT and contribute to the strategic direction of the directorate, leading or participating in projects to improve our products and service
• Acting as an advocate for the community, promoting our objectives and strategic direction and providing high quality information on products and services.
• You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice.

This is an exciting opportunity to use your transfusion and biomedical science knowledge to make a difference to the support, services and components NHSBT provides to hospital transfusion teams. You will identify trends, insights and key messages producing clear and engaging reports that tell a story to support service improvement. To do this you will focus on analysing and interpreting complex data from a range of sources, including customer complaints, surveys, credits, compliments and other feedback, using your well-developed IT skills. You will work primarily with NHSBT colleagues with some contact with hospital transfusion staff. You will be involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients. The role involves working independently on a range of tasks and projects, with direction, oversight and support from the Projects and Customer Insights Manager.

Note: This is a national role with the opportunity to work for a national organisation and be based at one of the following locations: Barnsley, Basildon, Birmingham, Bristol, Cambridge, London, Manchester, Newcastle, Liverpool, Southampton, or Oxford. Your base location will be mutually agreed with the hiring manager following the final interview outcome, and we will aim to appoint you to the nearest available base where possible.

• MSc in transfusion / transplant or relevant science. OR Equivalent highly specialist knowledge gained by examination of a professional body e.g. IBMS or BSHI.
• Health and Care Professional Council (HCPC) registered Biomedical Scientist (which must be maintained).
• Possess a valid driving licence, allowing you to drive in the UK.
• Demonstrates commitment to own continued professional development (CPD). Good Laboratory Practices, Clinical Pathology Accreditation, Blood Safety and Quality Regulations and other relevant or statutory guidelines.
• Demonstrate a working knowledge of computer packages including MS Office Suite, databases and spreadsheets including Microsoft Office.
• Proven experience of data analysis and presentation to provide management information and reports on a regular basis.
• Have an excellent understanding of the role of transfusion in patient treatment and relevant procedures.
• Demonstrate a thorough understanding of customer service issues.
• Experience of managing and chairing meetings.
• A starting salary of £49,387 - £56,515 per annum in accordance with Agenda for Change (AfC).
• A full time, 12-month fixed-term / secondment opportunity to join as a Band 7, and progress with NHSBT.
• Opportunity to work with a national organisation and be based in Barnsley, Basildon, Birmingham, Bristol, Cambridge, London, Manchester, Newcastle, Liverpool, Southampton or Oxford.
• Generous annual leave - 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years service and to 33 days after 10 years.
• Inclusive pension scheme - the NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns). Further details and outline of benefits can be found at: http://www.nhsbsa.nhs.uk/information-about-nhs-pensions
• Supportive learning culture - weve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. Its open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
• Health and wellbeing support we offer confidential services including occupational health, employee assistance programme, and wellbeing resources. Our support is available to all colleagues and we endeavour to provide tailored workplace adjustments where possible.
• Flexible working options we promote flexible working where the role allows. Were happy to discuss what flexibility might look like for you.