Customer Service Manager

Job summary

Youll 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. Youll focus on learning from customer feedback such as complaints, surveys, credits and compliments. You will use customer and service data to highlight areas for improvement to our service for hospitals. Youll 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 of the job

• You will focus on learning from customer feedback such as complaints, surveys, credits and compliments. You will use customer and service data to highlight areas for improvement to 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.
• 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

About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, youll 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.