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Exciting full-time opportunity available for a Customer Relations Manager to join our team in Royal Cornwall Hospital.

Who Are We?

At Health Transportation Group UK (HTG-UK), we are one of the UK’s leading providers of Non-Emergency Patient Transport, supporting thousands of vulnerable patients across the UK. We proudly serve the NHS, completing over 800,000 essential journeys every year. We deliver services across a growing number of NHS contracts, including North East Lincolnshire, Mid and South Essex, Dorset, Cornwall & Isles of Scilly, Norfolk & Waveney, and Suffolk and North East Essex. With 22 operational bases and a dedicated team of over 1,200 passionate professionals, we provide safe, caring, and high-quality transport services nationwide.

What Can You Expect?

You would be joining us in the role of Customer Relations Manager (CRM), working 37.5 hours per week, Monday to Friday, based at Royal Cornwall Hospital, and occasionally our Redruth base. 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.

What’s 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 UK’s #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.

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.

The Company’s 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 organisation’s 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).