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- 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.
- You will be required to travel and spend time away from base, with prior notice.
- Understanding of customer service issues.
- Knowledge and understanding of how blood components 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, 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.
- Health and Care Professions Council (HCPC) registered Biomedical Scientist.
- MSc in transfusion/transplantation 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.
Customer Service Manager - England, United Kingdom - NHS Blood and Transplant
Description
Job Summary
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.
Main duties of the job
About You
Experience and Knowledge
Qualifications and Training