NHS Blood and Transplant
Customer Service Manager – Biomedical Scientist: Projects and Customer Insights
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Job Summary
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 focus on learning from complex data drawn from customer feedback such as complaints, surveys, credits and compliments using well-developed data analysis and IT skills to deliver meaningful and engaging reports. You will use customer and service data to identify insights and highlight areas for improvement to our service for hospitals. You will have regular contact with colleagues that provide services directly to hospitals as well as with hospital transfusion staff. You will be involved in national and regional projects as a transfusion specialist and advocate for hospitals and their patients.
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 NHSBT centre nationally with remote working optional. There is an expectation to travel to meetings nationally as required.
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.
Main duties of the job
Responsibilities
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.
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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.
About You
Experience and Knowledge
- Demonstrate a thorough understanding of relevant policies, standards and guidelines e.g. 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 BSHI.
- Health and Care Professional Council (HCPC) registered Biomedical Scientist (which must be maintained).
- Possess a valid driving licence, allowing you to drive in the UK.
- Demonstrates commitment to own continued professional development (CPD).
About Us
It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll 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.
What We Offer
- Hybrid working arrangements – because NHSBT works nationally, we’re able to offer hybrid working options that give you more flexibility to balance work with life.
- Flexible working options – we promote flexible working where the role allows. We’re happy to discuss what flexibility might look like for you.
- Generous annual leave - 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.
- Inclusive 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: http://www.nhsbsa.nhs.uk/information-about-nhs-pensions
- Supportive learning culture - 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.
- Health and wellbeing support – we offer confidential services including occupational health, employee assistance programme, and wellbeing resources. Our support is available to all colleagues and we endeavour to provide tailored workplace adjustments where possible.
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As a Disability Confident Employer, we welcome applications from disabled candidates. We will talk with you to explore any adjustments that may help you during the recruitment process.
You can find more information about accessibility, our culture, and how we support applicants on the NHSBT Careers website:
- Read about our application process
- Learn more about our culture at NHSBT
To learn more, please see the job description and person specification. These can be accessed via the link below, or by clicking ‘Apply’ if you are viewing this advert on another site.
Next steps
This vacancy will close at 23:59pm on 9th August 2026.
The assessment process will consist of a single in-person interview at the Birmingham New Street office, anticipated to take place week commencing 24 August 2026 (subject to confirmation). Further details will be shared with shortlisted candidates nearer the time.
For informal enquiries please contact –
- Name: Christopher Philips
- Job Title: Head of Hospital Customer Service
- Contact Details: Email – christopher.philips@nhsbt.nhs.uk
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