- 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 services 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
Customer Services Manager HCPC Registered
Fixed Term for 6 months
Youll be joining the Hospital Customer Service team supporting hospitals served by our Barnsley centre. 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 at the Barnsley Centre, and with hospitals served by the centre, regularly.
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
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, 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.
This vacancy will close at 23:59 on Wednesday 1st May 2024.
Interviews are anticipated to be held - TBC
For informal enquiries please contact - Chris Philips, Head of Hospital Customer Service,