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 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 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.

What we offer:

• A starting salary of £49,387 - £56,515 per annum in accordance with Agenda for Change (AfC).
• A full time, 12-month fixed-term / secondment opportunity to join as a Band 7, and progress with NHSBT.
• Opportunity to work with a national organisation and be based in Barnsley, Basildon, Birmingham, Bristol, Cambridge, London, Manchester, Newcastle, Liverpool, Southampton or Oxford.
• 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 - weve 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. Its 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.
• Flexible working options we promote flexible working where the role allows. Were happy to discuss what flexibility might look like for you.

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.