Customer Relations Manager
| Posting date: | 10 February 2026 |
|---|---|
| Salary: | £31,200 per year |
| Hours: | Full time |
| Closing date: | 24 February 2026 |
| Location: | King's Lynn, Norfolk |
| Remote working: | On-site only |
| Company: | HTG-UK |
| Job type: | Permanent |
| Job reference: | Ref27 |
Summary
Who Are We?
At Health Transportation Group 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. With 12 operational bases and a dedicated team of over 800 passionate professionals, we deliver safe, caring, and high-quality care across the country.
What Can You Expect?
You would be joining us in the role of Customer Relations Manager, working 37.5 hours per week, Monday to Friday, based at Queen Elizabeth Hospital in Kings Lynn. You’ll support acute staff by coordinating patient flow for those requiring transport, acting as the key link between HTG‑UK Control and Norfolk & Waveney NHS ICB teams. With an on‑site presence, you’ll capture live information on priority patients, identify issues early, and relay updates directly to Control. Your work will help optimise PTS resource use and reduce delayed discharges, particularly for patients with care cut‑off times or complex transport needs.
Summary Of Main Duties Include:
Coordinate patient flow and transport by working with clinicians, bed managers and hospital teams, identifying issues early, prioritising requests, and ensuring accurate mobility assignments and patient readiness.
Act as the on‑site link between HTG‑UK Control and hospital staff, handling enquiries, providing real‑time updates, escalating priority cases, and supporting road staff when needed.
Build strong relationships across wards, discharge teams, outpatients, renal units, community providers and wider stakeholders to improve communication, discharge efficiency and patient experience.
Attend daily hospital meetings (bed meetings and others) and promote effective use of areas such as the discharge lounge to improve patient flow.
Provide training and guidance to healthcare staff on mobility categories, booking accuracy, patient readiness, and correct use of the transport service.
Lead on service quality and improvement by reviewing cancellations/aborts, analysing trends, supporting SOP development, and working with OTs, discharge facilitators and local authorities for complex cases.
Conduct risk assessments for complex patients and potential new community clinic sites, ensuring timely planning for specialist transport needs.
Monitor key performance outcomes including re-beds, collection times, communication quality, cancellations/aborts, complaints, and end‑of‑life transport performance.
What’s In It For You?
Competitive salary £31,200 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
We are Looking for Great People Who:
Have strong leadership and relationship-building skills.
Possess excellent communication and problem-solving abilities.
Can remain calm and professional under pressure.
Have experience in healthcare operations, patient discharge processes, or transport coordination (desirable).
Demonstrate high levels of organisation and attention to detail.
Are committed to confidentiality and compliance with data protection standards.
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 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)
At Health Transportation Group 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. With 12 operational bases and a dedicated team of over 800 passionate professionals, we deliver safe, caring, and high-quality care across the country.
What Can You Expect?
You would be joining us in the role of Customer Relations Manager, working 37.5 hours per week, Monday to Friday, based at Queen Elizabeth Hospital in Kings Lynn. You’ll support acute staff by coordinating patient flow for those requiring transport, acting as the key link between HTG‑UK Control and Norfolk & Waveney NHS ICB teams. With an on‑site presence, you’ll capture live information on priority patients, identify issues early, and relay updates directly to Control. Your work will help optimise PTS resource use and reduce delayed discharges, particularly for patients with care cut‑off times or complex transport needs.
Summary Of Main Duties Include:
Coordinate patient flow and transport by working with clinicians, bed managers and hospital teams, identifying issues early, prioritising requests, and ensuring accurate mobility assignments and patient readiness.
Act as the on‑site link between HTG‑UK Control and hospital staff, handling enquiries, providing real‑time updates, escalating priority cases, and supporting road staff when needed.
Build strong relationships across wards, discharge teams, outpatients, renal units, community providers and wider stakeholders to improve communication, discharge efficiency and patient experience.
Attend daily hospital meetings (bed meetings and others) and promote effective use of areas such as the discharge lounge to improve patient flow.
Provide training and guidance to healthcare staff on mobility categories, booking accuracy, patient readiness, and correct use of the transport service.
Lead on service quality and improvement by reviewing cancellations/aborts, analysing trends, supporting SOP development, and working with OTs, discharge facilitators and local authorities for complex cases.
Conduct risk assessments for complex patients and potential new community clinic sites, ensuring timely planning for specialist transport needs.
Monitor key performance outcomes including re-beds, collection times, communication quality, cancellations/aborts, complaints, and end‑of‑life transport performance.
What’s In It For You?
Competitive salary £31,200 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
We are Looking for Great People Who:
Have strong leadership and relationship-building skills.
Possess excellent communication and problem-solving abilities.
Can remain calm and professional under pressure.
Have experience in healthcare operations, patient discharge processes, or transport coordination (desirable).
Demonstrate high levels of organisation and attention to detail.
Are committed to confidentiality and compliance with data protection standards.
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 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)