Regional Customer Service Mgr–Projects & Insight

Job summary

Regional Customer Service Manager - Projects & Customer Insight

You will be joining the Hospital Customer Service team covering national customer service issues. We are offering hybrid working so the successful applicant may be based at any NHSBT centre nationally with remote working optional. It is 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. You will lead and manage a team in all aspects of their operational duty, including recruitment, appraisal and performance review. You will provide direction to their work. You will take a lead in managing hospital complaints, understanding and reporting trends and proposing ways to remove the causes.

You will lead on customer satisfaction, surveying and reporting on results and pursuing improvement across the services we provide the hospital transfusion teams. You will have regular contact with colleagues that provide services directly to hospitals as well as with hospital transfusion staff. You will be involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients.

Main duties of the job

Working alongside the national leadership team you will lead and manage the regional team and wider national team as required, in all aspects of their operational duty, including recruitment, appraisal and performance review. You will provide direction by which they should operate at the direct interface with hospital customers. Your responsibilities will include:

• Ensuring that the team develops effective partnerships and delivers service excellence by understanding the requirements of all NHSBT partner hospitals and identifying where these meet the standards of good transfusion practice and cost-effectiveness.
• Designing, specifying, and implementing a robust process to gather comprehensive, timely customer service information which will be used to inform management decisions. This will include a customer contact monitoring process and the maintenance of an accurate and up to date database of NHSBT customers.
• Driving the resolution of issues raised by these hospitals and other members of the wider healthcare community through formal and informal routes within NHSBT, addressing complex issues which require a national solution.
• Acting as the advocate of the customer and to provide high quality communications relating to components and services.
• Managing the relationship and implementing service improvement with regional highest value key accounts.
• Working with the Senior Management Team to influence the long-term strategic direction of the function.

About us

It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you'll 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.