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HTG-UK; Truro; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Sick pay after 12 months

Employee assistance programme

25 days leave + 8 bank holidays

Pension scheme

Cycle to Work

Job summary

HTG-UK is seeking a Customer Relations Manager to join the Royal Cornwall Hospital team in Truro. You will manage patient transport coordination, liaise with HTG-UK Control, and support discharge planning to improve patient flow.

The role is full-time, 37.5 hours per week, based at Royal Cornwall Hospital with occasional visits to the Redruth base. DBS, right to work, and a full UK driving licence are required.

Qualifications

• Experience in healthcare transport coordination is desirable.
• Strong communication and liaison skills with clinicians and hospital staff.
• Ability to manage priorities and respond to rapidly changing patient transport needs.

Responsibilities

• Collaborate with hospitals to monitor patient flow and prioritise transport requirements with bed managers and clinicians.
• Identify transport delays early and take proactive steps to prevent delays and unnecessary patient moves.
• Handle transport enquiries from healthcare staff and coordinate with HTG-UK Control for service updates.
• Educate ward staff on mobility requirements and ensure transport readiness for patients.
• Attend daily hospital meetings to support discharge planning and patient flow.
• Build strong relationships with hospital wards, discharge teams, and community providers to improve service delivery.
• Promote discharge planning through discharge lounges and early identification of complex transport needs.
• Review transport performance data to identify trends and drive continuous improvement.

Job description

Exciting full-time opportunity available for a Customer Relations Manager to join our team in Royal Cornwall Hospital

Who Are We?

At Health Transportation Group UK (HTG-UK), we are one of the UK’s leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year.

We deliver services across a growing number of NHS contracts, including North East Lincolnshire, Mid and South Essex, Dorset, Cornwall & Isles of Scilly, Norfolk & Waveney, and Suffolk and North East Essex. With 22 operational bases and a dedicated team of over 1,200 passionate professionals, we provide safe, caring, and high-quality transport services nationwide.

What Can You Expect?

You would be joining us in the role of Customer Relations Manager (CRM), working 37.5 hours per week, Monday to Friday, based at Royal Cornwall Hospital, and occasionally our Redruth base.

The CRM on site presence will capture live information regarding priority patients, other essential information and potential issues and will liaise directly with HTG-UK Control. This will result in increased efficiency of PTS resources and a reduction in delayed discharges due to transport, particularly focussing on patients with cut off times for care upon discharge and patients with complex transport needs.

Summary Of Main Duties Include:

Collaborate with hospitals to maintain an overview of patient flow and work closely with clinicians and bed managers to dynamically prioritise patient transport requirements.

Identify potential transport issues early and take proactive steps to prevent delays, aborted journeys, and unnecessary patient moves.

Handle transport enquiries from healthcare staff, coordinate with HTG-UK Control, and communicate transport requests and service updates to hospital teams.

Proactively liaise with and educate ward staff to ensure patients are assigned the correct mobility requirements and the appropriate transport resource is allocated.

Proactively liaise with and educate ward staff to ensure patients are transport-ready, including having TTOs completed and belongings packed.

Attend daily hospital operational meetings and bed meetings to support patient flow, discharge planning, and transport prioritisation.

Build and maintain strong working relationships with hospital wards, clinicians, discharge teams, community providers, and other key stakeholders to improve service delivery and patient experience.

Promote effective discharge planning by supporting the use of discharge lounges and identifying complex transport requirements at the earliest opportunity.

Conduct risk assessments for complex patients and new service locations to support the safe delivery of patient transport services.

Review transport performance data, including cancellations and aborted journeys, to identify trends, deliver targeted support and training, and drive continuous service improvement.

Company: HTG-UK Salary: from £32,000 a year Hours: Full-time Location: Truro Working pattern: Field-based Job type: Permanent Posting date: 10 Sept 2026 Closing date: 24 Sept 2026

What’s In It For You?

Competitive salary £32,000 per annum based on a 37.5 hours per week

Contractual sick pay after 12 months service

Employee assistance programme delivered by the UK’s #1 EAP service- Health Assured

Increased holiday allowance for long service

Yearly annual leave entitlement 25 days + 8 bank holidays

Refer a friend scheme Earn up to £500 for each friend you bring on board

Pension scheme

Full training for the role, induction and ongoing mentorship

Salary sacrifice schemes Cycle to Work, Electric Car & Holiday buy schemes

Opportunities to grow and develop

Engaging Workplace Culture with regular company updates and Employee of the Month

Our Commitment to Safer Recruitment

Patient safety is our priority. To work for HTG-UK you will need:

Enhanced DBS check (Conducted during onboarding if successful)

Right to work in the UK

Full UK manual driving licence

Satisfactory employment and character references

A satisfactory medical assessment

Successful candidates will also need to successfully complete a mandatory training on commencement of employment.

The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.

Safeguarding

The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:

Attend mandatory training on Safeguarding children and adults

Ensure they are familiar with their and the organisation’s requirements under relevant legislation

Adhere to all relevant national and local policies, procedures, and professional codes

Report any concerns to the appropriate authority

Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)

Proud member of the Disability Confident employer scheme