Customer Service Manager

at  NHS Blood and Transplant

You’ll be joining the London and South East team primarily covering our Colindale centre. The successful applicant will be based at the Colindale centre with ability to work from home. With the expectation to travel to meetings both regionally and nationally as required.

JOB SUMMARY

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. As part of a national team you’ll manage our relationship with the hospitals served from our Colindale centre. You will also become involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients.

EXPERIENCE AND KNOWLEDGE

• Understanding of customer service issues
• Knowledge and understanding of how products and service’s play a role in patient treatment
• Demonstrate effective motivation, influencing, persuading and negotiating skills
• Understanding of relevant policies, standards and guidelines e.g BSH, Blood Safety and Quality Regulations, UKAS, 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

QUALIFICATIONS AND TRAINING

• Health and Care Professions Council (HCPC) registered Biomedical Scientist
• MSc in transfusion/transplant or relevant subject OR equivalent highly specialist knowledge gained by examination of a professional body e.g. FIBMS, BBTS, BSHI or equivalent experience.
• 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
  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

At NHS Blood and Transplant, we’re 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.
It’s 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
This vacancy will close at 23:59 on 11th August 2024
Interviews are subject to confirmation.
For informal enquiries please contact Name: Shalinee Wickramasinghe Contact Details: Shalinee.Wickramasinghe@nhsbt.nhs.u

• 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.