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Hospital Customer Services Manager/Hospital Liaison (BMS/HCPC Rgstrd)

Job Reference: 918-MX3979

NHS Blood and Transplant (NHSBT)
Service Delivery
£33,222 to £43,041 pa

Responsible for developing and maintaining, along with medical colleagues and Transfusion Liaison Nurses/Practitioners, the partnership between NHSBT and the healthcare community in the geographical area of responsibility.

As a Health and Care Professions Council (HCPC) registered Biomedical Scientist, the CSM will develop key relationships with staff, primarily within Hospital Transfusion Laboratories, but also with other members of the healthcare community. They will be the primary outward-facing link for NHSBT with the NHS and will manage the communication processes with hospitals, complaints processes and performance monitoring processes.


A key feature of the relationship is interpreting the requirements of hospitals and other users and, where these meet the standards of good transfusion practice and cost-effectiveness, to ensure the NHSBT delivers them. Thus, the CSM will be responsible for driving the resolution of issues raised by users/customers through formal and informal routes within the service. In conjunction with this the CSM will ensure the requirements of the healthcare community are considered in all NHSBT activities and developments. This will require the CSM to act as the advocate of the community and to provide high quality information on products and services.


CSMs will also play a lead role in promoting the objectives of NHSBT and working with users/customers to ensure that NHSBT or NHS led areas of work are implemented.


With responsibility for managing all aspects of customer care the CSM will work with the other CSMs, PBM, Consultants and internal NHSBT partners to ensure a consistent, professional level of service is achieved to the users/customers whom we serve. As part of this process the CSM will be responsible for working with the Scientific Training function to play a lead role in ensuring customer-focused training is delivered for NHSBT staff.


The CSM will also contribute to the strategic direction of the function by participating, and where appropriate leading, projects to improve our service and by working with senior managers to define the functional planning processes.

The role covers the full range of NHSBT products and services including blood and blood components, diagnostic services and tissue services. The CSM will be responsible for activity in a geographical area. Additionally, the CSM may be the primary link to another function within NHSBT or be responsible for leading on a particular area of work. The balance of workload within these areas will depend on the work distribution within the team in the region and the size of the geographical area covered by the regional team.


For further information please contact Craig Wilkes at


Closing date for applications is 23:59 hrs on Wednesday 20 March 2019

Interviews will take place on 04 April 2019 (subject to confirmation)




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

Tier 2 Certificate of Sponsorship

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. The UK Visas and Immigration department requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement.

Guidance can be found here Criminal Records Checks For Overseas Applicants

UK Registration

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

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