NHS
Customer Care Team Leader
This job is now closed
Job Description
- Req#: M0048-26-0164?language=en&page=76&sort=publicationDateDesc
- Managing the customer care administration team ensuring that the workload is proactively managed, customer relationships are further developed and that objectives and targets are met by the team.
- Managing the maintenance and development of relationships with existing, new and potential customers via the Customer Care teams business contact with customers (clinicians and patients).
- Handling, reviewing and reporting on customer compliments and complaints to time sensitive deadlines.
- Implementing and continuous improvement of the Customer Relationship Management systems (CRM).
- Communicating with senior managers within tissue services on the business performance of the customer care team against key performance targets for all service lines.
- Producing operational processes for the team and contribute to the wider development of policy within tissue services.
- Managing staff in relation to recruitment, retention, attendance, training and induction, personal development plans and performance.
- Liaising closely with production, sales and marketing and hospital service teams to ensure effective stock management to meet the needs of customers and clients.
- Degree in a business related discipline OR equivalent relevant experience to degree level
- Experience of working in a customer care environment
- Experience of working as an Office Manager or Business Administrator or equivalent
- Experience of working in a busy office environment
- Experience in setting up and developing office/business administration systems electronic and manual
- Experience in undertaking research and preparing clear and concise reports, analysis and recommendations
- Experience in producing agendas and taking minutes
- Experience in handling of customer/service user complaints
- Highly proficient/ Advanced level in using Microsoft Office packages (Outlook, Word, Excel and PowerPoint)
- Degree in a business related discipline OR equivalent relevant experience to degree level
- Experience of working in a customer care environment
- Experience of working as an Office Manager or Business Administrator or equivalent
- Experience of working in a busy office environment
- Experience in setting up and developing office/business administration systems electronic and manual
- Experience in undertaking research and preparing clear and concise reports, analysis and recommendations
- Experience in producing agendas and taking minutes
- Experience in handling of customer/service user complaints
- Highly proficient/ Advanced level in using Microsoft Office packages (Outlook, Word, Excel and PowerPoint)
Job summary
This vacancy is not eligible for Visa Sponsorship. Please do not apply unless you have another means of establishing a right to work.
This is an exciting opportunity to lead a team of dedicated administrative colleagues responsible for the ordering, dispatch and general administration work within Tissue and Eye Services.
You will play an active role in the day-to-day running of a busy department tasked with processing large amounts of work accurately, and within agreed timescales. This role is an excellent opportunity for someone wanting to develop their leadership and management skills, assisting with the daily running of the team, as well as supervision and monthly one to one meetings with administrators and senior advisors.
This is a very emotive but very rewarding and worthwhile role in supporting the organisation in achieving its strategy to provide tissue, ocular, heart valve and serum eye drop products to hospitals and patients on time and in full. You will undertake an extensive induction and training programme and receive ongoing development to support you in your role and achieving your career ambitions.
Main duties of the job
In this role you will provide Business Support to the Tissues Service with specific focus on Customer Care development and sales administration. Your responsibilities will include:
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
23 March 2026
Pay scheme
Agenda for change
Band
Band 5
Salary
£32,073 to £39,043 a year
Contract
Fixed term
Duration
12 months
Working pattern
Part-time
Reference number
008527
Job locations
NHSBT - Liverpool
14 Estuary Banks
Liverpool
United Kingdom
L24 8RB
Job descriptionJob description
Job responsibilities
To learn more, please see our recruitment profile, which provides a summary of the job description and person specification. This can be accessed via the link below, or by clicking Apply if you are viewing this advert on another site.
What we offer:
NHSBT promotes flexible working opportunities where the role will allow.
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.
NHS 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: www.nhsbsa.nhs.uk/pensions
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.
Job responsibilities
To learn more, please see our recruitment profile, which provides a summary of the job description and person specification. This can be accessed via the link below, or by clicking Apply if you are viewing this advert on another site.
What we offer:
NHSBT promotes flexible working opportunities where the role will allow.
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.
NHS 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: www.nhsbsa.nhs.uk/pensions
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.
Person SpecificationPerson Specification
Qualifications
Essential
Experience
Essential
Qualifications
Essential
Experience
Essential
Employer details
Employer name
NHS Blood and Transplant
Address
NHSBT - Liverpool
14 Estuary Banks
Liverpool
United Kingdom
L24 8RB
Employer's website
Employer details
Employer name
NHS Blood and Transplant
Address
NHSBT - Liverpool
14 Estuary Banks
Liverpool
United Kingdom
L24 8RB
Employer's website
About the company
National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.