Customer Service Manager

Job summary

Responsible for developing and maintaining, along with medical colleagues and Patient Blood Management Practitioners, the partnership between NHSBT and the hospitals served in the geographical area of responsibility. The Customer Service Manager (CSM) will develop key relationships with hospital transfusion teams, primarily within Hospital Transfusion Laboratories.. The CSM will manage the communication and engagement with hospitals, handle complaints and overview performance monitoring.

Main duties of the job

You will be responsible for developing and maintaining effective key relationships with NHSBT service users in the healthcare community. You will act 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 You will work with other NHSBT departments to promote and implement change ensuring a consistent, professional level of service is achieved. You will drive resolution of any issues, complaints and feedback raised by external and internal customers through formal and informal routes in order to improve our services. You will promote 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 You will act 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, with prior notice

About us

At NHS Blood and Transplant, were incredibly proud of the many talented people who come together every day to make our organisation the very best it can be. We have clearly defined values that are centred around offering exceptional care to our donors and their families. We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers. Its an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year. We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme. We are passionate about creating an inclusive workplace and aim to reflect the diverse communities we work with and positively encourage applications from all sectors of the community. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever