Customer Service Manager jobs in Kirby Muxloe

The CRM on site presence will capture live information regarding priority patients, other essential information and potential issues and will liaise directly with HTG-UK Control. This will result in increased efficiency of PTS resources and a reduction in delayed discharges due to transport, particularly focussing on patients with cut off times for care upon discharge and patients with complex transport needs.

Summary Of Main Duties Include:

• Collaborate with hospitals to maintain an overview of patient flow and work closely with clinicians and bed managers to dynamically prioritise patient transport requirements.

• Identify potential transport issues early and take proactive steps to prevent delays, aborted journeys, and unnecessary patient moves.

• Handle transport enquiries from healthcare staff, coordinate with HTG-UK Control, and communicate transport requests and service updates to hospital teams.

• Proactively liaise with and educate ward staff to ensure patients are assigned the correct mobility requirements and the appropriate transport resource is allocated.

• Proactively liaise with and educate ward staff to ensure patients are transport-ready, including having TTOs completed and belongings packed.

• Attend daily hospital operational meetings and bed meetings to support patient flow, discharge planning, and transport prioritisation.

• Build and maintain strong working relationships with hospital wards, clinicians, discharge teams, community providers, and other key stakeholders to improve service delivery and patient experience.

• Promote effective discharge planning by supporting the use of discharge lounges and identifying complex transport requirements at the earliest opportunity.

• Conduct risk assessments for complex patients and new service locations to support the safe delivery of patient transport services.

• Review transport performance data, including cancellations and aborted journeys, to identify trends, deliver targeted support and training, and drive continuous service improvement.

Whats In It For You?

• Competitive salary £32,000 per annum based on a 37.5 hours per week
• Contractual sick pay after 12 months service
• Employee assistance programme delivered by the UKs #1 EAP service- Health Assured
• Increased holiday allowance for long service
• Yearly annual leave entitlement 25 days + 8 bank holidays
• Refer a friend scheme Earn up to £500 for each friend you bring on board
• Pension scheme
• Full training for the role, induction and ongoing mentorship
• Salary sacrifice schemes Cycle to Work, Electric Car & Holiday buy schemes
• Opportunities to grow and develop
• Engaging Workplace Culture with regular company updates and Employee of the Month

We are Looking for Great People Who:

• High levels of professionalism, integrity, and sensitivity when handling confidential information or patient concerns.
  
• Proven experience in customer relationship management or stakeholder engagement, ideally within healthcare, transport, or service industries.
• Working knowledge of NHS structures and patient transport services (PTS/NEPTS) is highly desirable.
• Experience managing service user feedback, complaints, and service queries in a professional and effective manner.
• Familiarity with Key Performance Indicators (KPIs), service-level agreements (SLAs), and contractual reporting requirements.
• Excellent interpersonal and communication skills, with the ability to engage confidently with NHS staff, patients, carers, and internal teams.
• Strong problem-solving abilities, with a calm and diplomatic approach to handling complaints, concerns, and escalations.
• Personable, approachable, and empathetic when working with patients and healthcare professionals.
• Proactive and resilient under pressure, with a positive attitude to problem-solving and service recovery.

Our Commitment to Safer Recruitment

Patient safety is our priority. To work for HTG-UK you will need:

• Enhanced DBS check (Conducted during onboarding if successful)
• Right to work in the UK
• Full UK manual driving licence
• Satisfactory employment and character references
• A satisfactory medical assessment
• Successful candidates will also need to successfully complete a mandatory training on commencement of employment.

Equal Opportunities

The Companys Equal Opportunities policy affirms our commitment to ensure that no patient, employee or job applicant faces discrimination - whether directly or indirectly based on gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, belief, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable.

Safeguarding

The organisation takes the issues of Safeguarding Children, Adults and addressing domestic violence very seriously and therefore all employees at HTG-UK are expected to:

• Attend mandatory training on Safeguarding children and adults
• Ensure they are familiar with their and the organisations requirements under relevant legislation
• Adhere to all relevant national and local policies, procedures, and professional codes
• Report any concerns to the appropriate authority

• Maintaining professional boundaries as a Person in a Position of Trust (PiPoT)