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For Companies At a Glance
- Tasks: Support customer engagement and satisfaction in a dynamic healthcare environment.
- Company: Join NHS National Services Scotland, a key player in improving health services across Scotland.
- Benefits: Enjoy hybrid working, a pension scheme, and various work-life balance perks.
- Why this job: Make a real impact on healthcare while developing valuable skills in a supportive culture.
- Qualifications: Degree level education or equivalent experience; customer engagement knowledge is a plus.
- Other info: Flexible working policies and a commitment to diversity and inclusion are core values.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Business Change Manager (Customer Relationships) role at NHS National Services Scotland. This post is a Fixed Term / Secondment position until 31 March 2026.
About The Organisation
National Services Scotland (NSS) is a national NHS Board operating right at the heart of NHSScotland providing invaluable support and advice at a strategic and operational level. NSS supports customers to deliver their services more efficiently and effectively and we offer shared services on a national scale using best-in-class systems and standards. Our priority is always the same: to improve the health and well-being of the people of Scotland.
The Post
This is a challenging opportunity to support the greater development of engagement with all our customers and service users, as our Directorate moves through a period of significant change. The Primary and Community Care Directorate provides services to more than 10,000 primary care contractors and their staff, working from 4,000 practices across Scotland, and to all Scottish territorial health boards. We manage the registration and primary care medical records for 5.5 million patients and make payments in excess of £3bn each year, more than 20% of the Scottish Government’s budget for health. Working with our operational teams and primary care programmes, you will help the Directorate better understand the needs of our customers and, in turn, help measure and monitor their satisfaction with our services. The role will require the ability to build and develop relationships across the directorate and externally, ensuring that our customer engagement strategy fosters consistent and improving activity to create value for both the business and service user.
The Candidate
The postholder should be educated to degree level or be able to demonstrate equivalent knowledge and experience. Holding or working towards a professional qualification in a communications or customer engagement related subject would be helpful. Experience of managing workload in a complex organisation with competing demands is essential.
Location and Working Pattern
Gyle Square, Edinburgh, Delta House, Glasgow or Marischal Square, Aberdeen. Currently hybrid working. Monday to Friday, 37 hours per week. It is a condition of this employment that you must live and remain a resident within the UK for the post in which you will be employed with NSS.
Benefits
Our benefits package includes pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits.
Inclusion
NHS National Services Scotland (NSS) is a national board and, as an anchor institution, it is our ambition to be a diverse and inclusive organisation where everyone feels welcome. We recognise that flexible working creates an inclusive workplace where employees can thrive and feel confident about their ability to balance their personal and professional responsibilities. This is supported through Once for Scotland flexible working policies. NSS has made a long-term commitment to staff health and well-being and offers many learning and development opportunities to support and improve our approaches to diversity, inclusion and mental health in the workplace. There are a number of equality staff networks in place which all staff are welcome to join. We are also an equal opportunities employer and as such guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. As an accredited Disability Confident Leader, it is the aim of NSS to offer a fully accessible and inclusive recruitment service that supports applicants on their candidate journey. If you are interested in any reasonable adjustments, please contact the Recruitment Team on NSS.wfrs@nhs.scot.
Further Information
For an informal discussion on the post, please contact Fraser Paterson, Associate Director, Planning, Performance and Business Services email fraser.paterson@nhs.scot. Closing date for completed applications is Wednesday 30th April. Further information on NSS is available from: https://www.nss.nhs.scot/. Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).
Business Change Manager (Customer Relationships) employer: NHS National Services Scotland
Contact Detail:
NHS National Services Scotland Recruiting Team
NSS.wfrs@nhs.scot
StudySmarter Expert Advice 🤫
We think this is how you could land Business Change Manager (Customer Relationships)
✨Tip Number 1
Familiarise yourself with the NHS National Services Scotland's mission and values. Understanding their commitment to improving health and well-being will help you align your approach during interviews and discussions, showcasing how your experience can contribute to their goals.
✨Tip Number 2
Network with current or former employees of NSS, especially those in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare specific examples of how you've successfully managed customer relationships and driven change in previous roles. Highlighting these experiences will demonstrate your capability to handle the complexities of the position effectively.
✨Tip Number 4
Stay updated on current trends in healthcare and customer engagement strategies. Being knowledgeable about industry developments will not only impress your interviewers but also show your commitment to continuous learning and improvement.
We think you need these skills to ace Business Change Manager (Customer Relationships)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Business Change Manager position. Tailor your application to highlight how your skills and experiences align with the needs of NHS National Services Scotland.
Highlight Relevant Experience: Emphasise your experience in customer engagement and relationship management. Provide specific examples of how you've successfully managed workloads in complex organisations and improved customer satisfaction.
Craft a Strong Cover Letter: Write a compelling cover letter that not only introduces yourself but also explains why you are passionate about this role and how you can contribute to the mission of improving health and well-being in Scotland.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a role in a significant organisation like NSS.
How to prepare for a job interview at NHS National Services Scotland
✨Understand the Organisation
Before your interview, take some time to research NHS National Services Scotland. Familiarise yourself with their mission, values, and the specific services they provide. This will help you demonstrate your genuine interest in the role and how you can contribute to their goals.
✨Showcase Your Relationship-Building Skills
As a Business Change Manager, you'll need to build strong relationships with various stakeholders. Prepare examples from your past experiences where you've successfully engaged with customers or colleagues to improve satisfaction or drive change. Highlight your communication skills and ability to adapt to different audiences.
✨Demonstrate Your Change Management Experience
Be ready to discuss your experience in managing change within complex organisations. Share specific instances where you've led initiatives that resulted in positive outcomes. Emphasise your understanding of the challenges involved in change management and how you overcame them.
✨Prepare Questions for the Interviewers
Interviews are a two-way street, so prepare thoughtful questions to ask your interviewers. Inquire about the current challenges facing the Directorate, how success is measured in this role, and what opportunities there are for professional development. This shows your enthusiasm and helps you assess if the role is the right fit for you.
