Customer Service Manager - HCPC Registered

Responsible for developing and maintaining, along with medical colleagues and Patient Blood Management Practitioners, the partnership between NHSBT and the hospitals served by our Barnsley Centre.

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.

meetings at the Barnsley Centre, and with hospitals served by the centre, regularly.

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 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 services.

You will act as an advocate for the community, promoting our objectives and strategic direction and providing high quality information on blood components and services.

• Health and Care Professions Council (HCPC) registered Biomedical Scientist


• MSc in transfustion / transplant or relevant subject OR equivalent highly specialist knowledge gained by examination of a professional body FIBMS, BBTS, BSHI or equivalent experience


• Higher management qualification or evidence of training in people management would be desirable


• Evidence of continuous learning and professional development


• Possess a valid driving licence, allowing you to drive in the UK


• Willingness to undertake further training and development


Experience

Essential

• Understanding of customer service issues


• Knowledge and understanding of how products and services play a role in patient treatment


• Demonstrate effective motivation, influencing, persuading and negotiating skills


• Understanding of relevant policies, standards and guidelines BSH, Blood Safety and Quality Regulations, Clinical Pathology Accreditation, Good Laboratory Practice and other relevant or statutory guidelines


• Experience of working with Word, Excel,PowerPoint etc to produce reports and communications which are timely, professional and accurate


• Experience of writing reports, preparing and delivering presentations and training and mentoring staff


• Experience of organising and chairing meetings
  
  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.