Customer Service Manager

NHS Blood and Transplant; Greater London; Hybrid; GBP 46,000 - 53,000; Full time

Job summary

Join a leading healthcare organization as a transfusion specialist, focusing on improving services for hospitals through data analysis and customer feedback. This role offers hybrid working options and requires travel for meetings across the UK.

Benefits

27 days annual leave

NHS pension scheme

Flexible working opportunities

Continuous learning culture

Qualifications

• Understanding of Good Laboratory Practices and Clinical Pathology Accreditation.
• Experience managing and chairing meetings.
• Demonstrated commitment to continued professional development.

Responsibilities

• Developing and maintaining relationships with NHSBT service users.
• Driving resolution of issues and complaints.
• Promoting a customer service ethos within NHSBT.

Skills

Data Analysis

Customer Service

Communication

Education

MSc in transfusion / transplant or relevant science

Health and Care Professional Council (HCPC) registered Biomedical Scientist

Higher management qualification

Tools

MS Office Suite

Job description

This is a national role and various locations are available. Please read further down for the specific locations – you will be appointed your nearest base.

Job Summary

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 NHSBT centre nationally with remote working optional. There is an expectation to travel to meetings nationally as required.

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 focus on learning from complex data drawn from customer feedback such as complaints, surveys, credits and compliments using well developed data analysis skills and IT skills. You will use customer and service data to highlight areas for improvement to our service for hospitals. You will have regular contact with colleagues that provide services directly to hospitals as well as with hospital transfusion staff. You will be involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients.

Main duties

In this role you will be responsible for developing and maintaining effective key relationships with NHSBT service users in the healthcare community. Your responsibilities will include:

• 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.

About You

Experience and Knowledge

• Demonstrate a thorough understanding of relevant policies, standards and guidelines e.g. 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.

Qualifications and Training

• MSc in transfusion / transplant or relevant science. OR Equivalent highly specialist knowledge gained by examination of a professional body e.g. FIBMS or BSHI.
• Health and Care Professional Council (HCPC) registered Biomedical Scientist (which must be maintained).
• Higher management qualification or evidence of training in people management.
• Possess a valid driving licence, allowing you to drive in the UK.
• Demonstrates commitment to own continued professional development (CPD).

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role. You will need to demonstrate these throughout the recruitment process.

About Us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary- donate blood, blood products, organs, tissues, or stem cells to save someone in need.

Our three core values are what set us apart. They guide and inspire everything we do.

By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work – and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.

You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.

What we offer:

• A starting salary of £46,148 - £52,809 per annum in accordance with Agenda for Change (AfC).
• A full time, permanent 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 or Southampton.
• NHSBT promotes flexible working opportunities.
• 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.
• NHS 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: www.nhsbsa.nhs.uk/pensions.
• We’ve 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. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.

This vacancy will close at 23:59 on Monday 26^th May 2025.

Interviews are anticipated to be held week commencing 9^th June – subject to confirmation

For informal enquiries please contact: Delia Smith, Regional Customer Service Manager at [e-mail].