England: Customer Service Manager – Biomedical Scientist: Projects and Customer Insights; opens tab

Biomedical Scientist:
Customer Service Manager - Projects and Customer Insights

This is a national role and various locations are available. Please read further down for the specific locations – you will be appointed to your nearest base.

You will be joining the Hospital Customer Service team covering national customer service issues. We are offering hybrid working meaning the successful applicant may be based at any main NHSBT centre nationally with hybrid working optional. There is an expectation to travel to meetings nationally as required.

This 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 identify trends, insights and key messages producing clear and engaging reports that tell a story to support service improvement. To do this you will focus on analysing and interpreting complex data from a range of sources, including customer complaints, surveys, credits, compliments and other feedback, using your well-developed IT skills.

You will work primarily with NHSBT colleagues with some contact with hospital transfusion staff.

You will be involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients. The role involves working independently on a range of tasks and projects, with direction, oversight and support from the Projects and Customer Insights Manager.

Note:
This is a national role with the opportunity to work for a national organisation and be based at one of the following locations:
Barnsley, Basildon, Birmingham, Bristol, Cambridge, London, Manchester, Newcastle, Liverpool, Southampton, or Oxford. Your base location will be mutually agreed with the hiring manager following the final interview outcome, and we will aim to appoint you to the nearest available base where possible.

In this role you will be responsible for developing and maintaining effective key relationships with NHSBT service users in the healthcare community. Your responsibilities will include:

• Acting 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
• Working with other NHSBT departments to promote and implement change ensuring a consistent, professional level of service is achieved.
• Driving resolution of any issues, complaints and feedback raised by external and internal customers through formal and informal routes in order to improve our services.
• Promoting 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
• Acting 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, which will involve working irregular hours and overnight stays when required, with prior notice.

Experience and Knowledge

• Good Laboratory Practices, Clinical Pathology Accreditation, Blood Safety and Quality Regulations and other relevant or statutory guidelines.
• Demonstrate a working knowledge of computer packages including MS Office Suite, databases and spreadsheets including Microsoft Office.
• Proven experience of data analysis and presentation to provide management information and reports on a regular basis.
• Have an excellent understanding of the role of transfusion in patient treatment and relevant procedures.
• Demonstrate a thorough understanding of customer service issues.
• Experience of managing and chairing meetings.

Qualifications and Training

• MSc in transfusion / transplant or relevant science.
  OR Equivalent highly specialist knowledge gained by examination of a professional body e.g. IBMS or BSH