Customer Service Manager – Biomedical Scientist
At a glance
- Band
- Band 7
- Contract
- Fixed-term
- Pattern
- Full-time
- Posted
- 04/09/2026
- Closes
- 20/09/2026
Sponsorship verdict
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Role summary
This role involves joining the Hospital Customer Service team at NHS Blood and Transplant, focusing on national customer service issues. You will use your transfusion and biomedical science knowledge to support hospital transfusion teams, identifying trends and insights from complex data to improve services. The position requires working independently on projects, collaborating with NHSBT colleagues, and acting as a transfusion specialist and advocate for hospitals and patients. Travel to national meetings and potential overnight stays are expected.
Key responsibilities
- Act as the primary outward-facing link with hospitals, interpreting their requirements against good transfusion practice and cost effectiveness.
- Work with other NHSBT departments to promote and implement change, ensuring a consistent, professional level of service.
- Drive resolution of issues, complaints, and feedback from external and internal customers to improve services.
- Promote a customer service ethos within NHSBT and contribute to the strategic direction of the directorate.
- Act as an advocate for the community, promoting objectives and providing high-quality information on products and services.
Essential criteria
- 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).
- 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.
Useful to know
Agenda for Change 2024/25 pays Band 7 at £46,148 – £52,809 a year, across England.
This advert: £49,387 – £56,515 — outside the standard scale; check for HCAS/London weighting.
Posted 3d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
NHS Blood and Transplant
Customer Service Manager – [contact details removed]
The closing date is 20 September 2026
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.
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