Customer Relations Manager

Who Are We?

At Health Transportation Group UK, we are one of the UK's leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year. With 12 operational bases and a dedicated team of over 800 passionate professionals, we deliver safe, caring, and high-quality care across the country.

You would be joining us in the role of Customer Relations Manager, working 37.5 hours per week, Monday to Friday, based at our Bournemouth depot, with travel to all acute and community hospitals across the Dorset area.

This role is to provide proactive, on‑site managerial leadership across outpatient services, ensuring safe, efficient, and well‑coordinated patient care. The postholder will build and maintain effective relationships with key Trust stakeholders, oversee discharge flow and patient pathways, and drive continuous service improvement through targeted action plans. Acting as the primary point of escalation, the role ensures timely resolution of operational issues for both outpatient units and HTG‑UK teams.

• Within the service, prioritise patient transport requirements ensuring the most efficient use of transport resources in liaison with Station Managers.
• Building relationships across all acute and community units, visiting units/clinics and attending stakeholder meetings.
• Key point of escalation for Healthcare Professionals, service-users, HTG-UK renal coordinator and Control.
• Act as a conduit between the Trust and HTG-UK teams to troubleshoot and resolve one‑off real‑time issues and recurrent complex operational issues.
• Accurately update confidential patient information and data onto hospital and patient transport providers IT systems.
• Always maintain strict patient confidentiality standards in accordance with HTG Policy and the Data Protection Act.
• Attend scheduled meetings with key acute and community trust stakeholders to discuss and resolve service‑to‑service discharge concerns, complaints, and incidents.
• Including daily 0930 meetings with trust partners and 1100 SoC call.
• Effective management of the HTG-UK Renal Coordinator.
• Assisting with complex patient moves and Risk assessments should the need arise throughout the county.

• Competitive salary £31,500 per annum based on a 37.5 hours per week
• Contractual sick pay after 12 months service
• Employee assistance programme delivered by the UK’s #1 EAP service
  - Health Assured
• Increased holiday allowance for long service
• Yearly annual leave entitlement 25 days + 8 bank holidays
• Refer a friend scheme Earn up to £500 for each friend you bring on board
• Pension scheme
• Full training for the role, induction and ongoing mentorship
• Salary sacrifice schemes Cycle to Work, Electric Car & Holiday buy schemes
• Opportunities to grow and develop
• Engaging Workplace Culture with regular company updates and Employee of the Month

• Have strong leadership and relationship‑building skills.
• Possess excellent communication and problem‑solving abilities.
• Can remain calm and professional under pressure.
• Healthcare‑related managerial experience (desirable)
• Experience working in a patient‑facing or operational healthcare environment.
• Demonstrate high levels of organisation and attention to detail.
• Are committed to confidentiality and compliance with data protection standards.

Patient safety is our priority. To work for HTG-UK you will need:

• Enhanced DBS check (Conducted during onboarding if successful)
• Right to work in the UK
• Full UK manual driving licence
• Satisfactory employment and character references
• A satisfactory medical assessment
• Successful candidates will also need to successfully complete a mandatory training on commencement of employment.

The Company’s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination – whether directly or indirectly – based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.

The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:

• Attend mandatory training on Safeguarding children and adults
• Ensure they are familiar with their and the organisation’s requirements under relevant legislation
• Adhere to all relevant national and local policies, procedures, and professional codes
• Report any concerns to the appropriate authority
• Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)