Job Description

You’re an important part of our future. Hopefully, we're also a part of your future! At B. Braun, we protect and improve the health of people worldwide. You support this vision, bringing expertise and sharing innovation, efficiency and sustainability as values. That’s why we would like to keep developing our company with you. Keeping your future in mind, we’re making a joint contribution to health care worldwide, with trust, transparency and appreciation. That's Sharing Expertise.
Customer Experience Manager - Patient Services
Company:  B. Braun Medical Ltd.
Job Location:  Sheffield, South Yorkshire, United Kingdom
Functional Area:  Customer Services
Working Model:  Hybrid
Requisition ID:  11163

Your Role:

 

We are looking for an experienced and values driven Customer Experience Manager for our Patient Services Teams to join our Customer Experience function on a permanent basis in Sheffield. In this senior leadership role, you will be responsible for managing and enhancing the customer experience for patients, carers and healthcare partners, ensuring consistently high‑quality service delivery across our homecare services.

As a people manager, you’ll lead by example, playing a crucial role in creating a positive and productive work environment. Check out our Leadership Standard here to find out more. https://www.bbraun.co.uk/en/career/life-at-bbraun-uk/leadership-standard.html 

 

Working hours: 37.5 hours per week, Monday – Friday

Location: Thorncliffe Park, Sheffield, S35 2PW. We offer free car parking.

 

Your main responsibilities:

  • Provide strategic leadership and oversight of the homecare experience, working collaboratively with homecare teams and stakeholders across the business
  • Lead, motivate and develop the Patient Services teams, creating a high‑performance and engaged culture that is patient‑focused and aligned to the Customer Experience strategy
  • Use customer insights, feedback and performance data to drive service improvements and enhance the patient journey
  • Drive continuous improvement across homecare services, including the adoption of best practices and progressive technologies
  • Define and manage KPIs measuring service quality, patient experience, efficiency and compliance
  • Review and refine end‑to‑end homecare journeys, ensuring clear communication and smooth transitions across touchpoints
  • Manage resource planning, workload management and the full employee lifecycle within the Patient Services function

 

 

What you need to succeed:

 

  • Proven experience in a senior customer service or customer experience leadership role, ideally within healthcare or patient services
  • Demonstrable experience leading and developing teams, including coaching and performance management
  • Strong understanding of patient journeys, care coordination and service recovery
  • Experience managing KPIs focused on service quality, patient experience, efficiency and compliance
  • Ability to analyse data, identify risks and drive continuous improvement
  • Experience working cross‑functionally and influencing stakeholders at all levels
  • Strong leadership, communication and relationship‑building skills
  • Commercial awareness with the ability to balance service quality, efficiency and business objectives.
  • Change Management and continuous Improvement initiatives

 

What you get in return:

  • 27 days annual leave
  • Discretionary annual bonus scheme
  • 7% employer pension contribution
  • 3x Salary life assurance
  • Group income protection scheme
  • Enhanced sick pay and family friendly payments
  • Health and wellbeing programme
  • Employee assistance programme
  • And much more…

 

 

Apply now! We look forward to receiving your application! #WeAreTeamBB

 

At B. Braun, we believe that diversity drives innovation and excellence. We are committed to fostering an inclusive environment where everyone - regardless of background, identity, or ability - feels valued, respected and empowered.

 

Our recruitment practices reflect this commitment, ensuring equal opportunities for all. Our Recruitment Advisors are happy to support you with any questions or specific needs, you can find their contact details below. You can also request reasonable adjustments through our online form.

 

B. Braun Medical Ltd. | Sarona Perera | recruiting.bbmuk@bbraun.com
Apply now