Customer Service Manager – Biomedical Scientist

Job summary 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. Main duties of the job 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. 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. Details Date posted 04 September 2026 Pay scheme Agenda for change Band Band 7 Salary £49,387 to £56,515 a year Contract Fixed term Duration 12 months Working pattern Full-time Reference number 009396 Job locations NHSBT Vincent Drive Birmingham West Midlands B15 2SG United Kingdom NHSBT Coxford Road Southampton SO16 5AF United Kingdom NHSBT Long Road Cambridge CB2 0PT United Kingdom NHSBT Holland Drive off Barrack Road Newcastle NE2 4NQ United Kingdom NHSBT 75 Cranmer Terrace Tooting London SW17 0RB United Kingdom NHSBT Phoenix House Christopher Martin Road Basildon, Essex SS14 3EZ United Kingdom NHSBT Plymouth Grove Manchester M13 9LL United Kingdom NHSBT 500 North Bristol Park Filton Bristol BS34 7QH United Kingdom NHSBT John Radcliffe Hospital Headington Oxford OX3 9BQ United Kingdom NHSBT Capitol Way Dodworth Barnsley South Yorkshire S75 3FG United Kingdom Job description Job responsibilities 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 repo