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NHS Blood and Transplant

Customer Service Manager

The closing date is 05 September 2025

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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 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

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.

Details

Date posted

22 August 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£47,810 to £54,710 a year

Contract

Permanent

Working pattern

Part-time

Reference number

007254

Job locations

NHSBT - Barnsley

Capitol Way

Barnsley

United Kingdom

S75 3FG


NHSBT - Newcastle

Holland Drive

Newcastle Upon Tyne

NE2 4NQ


Job description

Job responsibilities

To learn more, please see our recruitment profile, which provides a summary of the job description and person specification. This can be accessed via the link below, or by clicking ‘Apply’ if you are viewing this advert on another site.

What we offer:

A starting salary of £47,810 - £54,710 per annum (pro rata for part-time) in accordance with Agenda for Change (AfC).

A part-time, permanent opportunity to join as a Band 7, and progress with NHSBT.

Opportunity to work with a national organisation and be based in Barnsley or  Newcastle.

NHSBT promotes flexible working opportunities.

27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.

NHS pension scheme. The NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns) Further details and outline of benefits can be found at: www.nhsbsa.nhs.uk/pensions. ‎  

We’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.

Job description

Job responsibilities

To learn more, please see our recruitment profile, which provides a summary of the job description and person specification. This can be accessed via the link below, or by clicking ‘Apply’ if you are viewing this advert on another site.

What we offer:

A starting salary of £47,810 - £54,710 per annum (pro rata for part-time) in accordance with Agenda for Change (AfC).

A part-time, permanent opportunity to join as a Band 7, and progress with NHSBT.

Opportunity to work with a national organisation and be based in Barnsley or  Newcastle.

NHSBT promotes flexible working opportunities.

27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.

NHS pension scheme. The NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns) Further details and outline of benefits can be found at: www.nhsbsa.nhs.uk/pensions. ‎  

We’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.

Person Specification

Qualifications

Essential

  • Health and Care Professions Council (HCPC) registered Biomedical Scientist (which must be maintained)
  • MSc in transfustion/transplant or relevant subject OR equivalent highly specialist knowledge gained by examination of a professional body e.g. 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 e.g 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
Person Specification

Qualifications

Essential

  • Health and Care Professions Council (HCPC) registered Biomedical Scientist (which must be maintained)
  • MSc in transfustion/transplant or relevant subject OR equivalent highly specialist knowledge gained by examination of a professional body e.g. 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 e.g 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

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

NHS Blood and Transplant

Address

NHSBT - Barnsley

Capitol Way

Barnsley

United Kingdom

S75 3FG


Employer's website

https://www.nhsbt.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

NHS Blood and Transplant

Address

NHSBT - Barnsley

Capitol Way

Barnsley

United Kingdom

S75 3FG


Employer's website

https://www.nhsbt.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Regional Customer Service Manager

Cheryl Dee

Cheryl.Dee@nhsbt.nhs.uk

Details

Date posted

22 August 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£47,810 to £54,710 a year

Contract

Permanent

Working pattern

Part-time

Reference number

007254

Job locations

NHSBT - Barnsley

Capitol Way

Barnsley

United Kingdom

S75 3FG


NHSBT - Newcastle

Holland Drive

Newcastle Upon Tyne

NE2 4NQ


Supporting documents

Privacy notice

NHS Blood and Transplant's privacy notice (opens in a new tab)