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Customer Services Manager (BMS)

Job Reference: 918-HM4138

NHS Blood and Transplant (NHSBT)
Service Delivery
London or South East Region - by agreement
£37,570 to £43,772 pa

Looking for a challenging role? Then read on... CARING, EXPERT, QUALITY. Three small words, one big difference. Do you hold these values? Then come and join our team and make a difference.


This is an exciting opportunity to use your transfusion and biomedical science knowledge to make a difference to the services NHS Blood and Transplant (NHSBT) provides to hospitals in the London and South East area and beyond.


This vacancy is on a fixed term/ secondment basis for 12 months with the possibility of being extended subject to funding. We are flexible with the base location providing all aspects of the role are covered, including meetings with hospital customers, in collaboration with internal colleagues. Although you will have primary responsibility for the Tooting and Colindale regions, you will be required to travel beyond London and South East.


Secondments will be considered for NHSBT staff wishing to apply for this role. Please discuss the possibility of a secondment with your current line manager before applying.


You will work alongside our hospital service, logistics and wider customer service teams to ensure hospitals get a range of support and advice with NHSBT blood components and services. You will develop relationships with Hospital Transfusion Laboratories and others within pathology and the wider healthcare community. Your job will be to present NHSBT’s primary link to hospital customers, managing communication and customer expectation. You will be expected to manage complaints helping improve service to hospitals and the patients they serve.


A key feature of the relationship with hospital customers is interpreting their needs and, where these meet good transfusion practice and cost-effectiveness, seek to ensure we deliver to them. You’ll be responsible for resolving issues raised by customers and help deliver high levels of customer satisfaction. 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 components and services.


Your transfusion knowledge will prove invaluable in supporting improvements to the service provided to customers, whilst maintaining operational efficiency within our organisation.


Whilst this role requires you to be a self-motivated with the ability to use initiative, you can rest assured that you will be supported by the wider customer service team.


The normal working hours for this role are 37.5 hours per week, Monday – Friday.


For an informal discussion in relation to this post, please contact Keith Grimmett- Head of Service Development at email:


This vacancy will close at 23:59 on Monday 22nd April 2019.


Interviews are schedule to take place on 10th May 2019 (subject to change) – location to be confirmed.

NHS Blood and Transplant (NHSBT) offers a dynamic and friendly working environment where teamwork is highly valued. Personal development is also considered a priority and is supported through extensive training and development opportunities open to all employees.

Three small words, one big difference - Caring, Expert and Quality.

Together we'll save and improve more lives than ever

UK Registration

Applicants must have current UK professional registration. For further information please see applying from overseas.

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