Customer Service Manager

2 weeks ago

Hanley, United Kingdom Nhs Blood And Transplant Full time

Job summary This is an exciting opportunity to use your transfusion and biomedical science knowledge to make a difference to the services NHSBT provide to hospitals across the North.You will form part of a team that is NHSBTs primary link to hospital customers, interpreting their needs, managing communication, handling complaints and helping improve service to hospitals and the patients they serve.This will require you to act as an advocate for hospitals and patients as well as for NHSBT and to provide high quality information on products and services.Your transfusion knowledge will prove invaluable as the role covers the full range of NHSBT products and services including blood and blood components, diagnostic services and tissue services.
You will also have the opportunity to lead and influence on national issues affecting customer service alongside the Hospital Customer Service team.
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 effectivenessYou 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 serviceYou will act as an advocate for the community, promoting our objectives and strategic direction and providing high quality information on products and servicesYou will be required to travel and spend time away from base, with prior notice 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.
Job description Job responsibilities 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.
Person Specification Qualifications Essential 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 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 BCSH, 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

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