Customer Relationship Manager

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Job Title: Customer Relationship Manager

Location: Field based covering London

Type: Permanent

Salary: £37,000 – £45,000

Start Date: (TBD)

Description: NHS Supply Chain is a £2.1bn turnover healthcare / supply chain business which has ambitious growth plans in place and is set to increase its market share from c. 50% to 80% over the next 2-3 years.

We are recruiting for a Customer Relationship Manager; an exciting opportunity where you can use your skills to be part of a journey where you will be responsible for helping to release money so it can be used in front line patient care. It’s a role where you make can make a difference to the NHS. If you’re looking for a challenging role with purpose in a supportive team, this is the role for you.

Primarily, you will act as a ‘change agent’ to identify, develop, and deliver a pipeline of savings opportunities. You will support delivery of these savings projects at pace while identifying new projects to scope from the many tools and resources available to you. To support longer term savings planning, you will grow the market share of NHS Supply Chain’s contracts giving the buying teams more visibility and influence over the market. You will manage a complex matrix of internal relationships to deliver for the NHS Trusts you are working with.

This is a field based role which means you will be working as part of the customer’s on-site procurement and supply chain team.

What does a Customer Relationship Manager do at NHS Supply Chain?

You will be the accountable owner and principle point of contact for a defined list of NHS organisations across your assigned territory. These are aligned by ICS (Integrated Care System) / STP (Sustainability and transformation) footprint.

Manages the customer across all stakeholders including Procurement, Supply Chain, Finance, and key Clinical influencers.

Accountable for savings delivery

  • Leads all on site customer meetings with required appropriate NHS Trust stakeholders (up to Head of Procurement level and in some cases Director of Finance).

Leads and shapes the delivery and continued development of joint savings workplans for individual trusts and ICSs.

Works as an extension/Partner of the NHS Trusts on-site team to obtain data, analyse data, present savings data. Currently the teams are working from home using technology.

What skills, qualifications and qualities do I need to be successful?

A track record of delivering challenging targets

Ability to influence key stakeholders, internal and external.

Comfortable with understanding and manipulating complex data sets. From simple single category substitutions to occasionally 100k lines mapping current solutions to NHS Supply chains solution.

Experience in commercial delivery with Senior Customers

Strong business acumen

Ability to work under pressure with under tight time constraints

Ability to Manage upwards.

Available to travel regionally/nationally as required when safe to do so

Whilst by no means essential, it would be helpful if you had a good understanding of the current/future NHS landscape.

In return for your passion, enthusiasm and hard work you will be rewarded with an attractive salary and benefits package, consisting of:

Performance led annual bonus scheme

27 days holiday plus bank holidays, with the option to purchase up to an additional 5 days

Generous contributory pension scheme (up to 12% of your salary)

Flexible benefits scheme – you will be able to choose from a variety of benefits such Life Insurance, Critical Illness Cover, Income Protection, Health Cash Plan, Dental Insurance and additional pension contributions that suit you

3 days paid Volunteering Leave

Access to the Blue Light Card and NHS Discounts

Flexible working options

National Annual season ticket purchase scheme

Eye Care vouchers

Employee Assistance Programme

NHS Supply Chain, who are we?

We are part of the NHS family, managing more than 8 million orders per year across 94,000 order points and 17,465 locations. We deliver over 28 million lines of picked goods to the NHS annually and our systems consolidate orders from over 930 suppliers. We proudly deliver supply chain excellence and best value to NHS customers and patients through innovation, service and clinical expertise.

Our customers are at the centre of everything we do, we will ensure we continue to deliver the products and services needed by the NHS, both now and in the future. Our priorities for 2021/2022 focuses on the following areas:

Customer : we will anchor our business on the needs of the NHS by supporting NHS trusts to deliver safe and excellent patient care and through continuing to build the services the NHS needs.

Resilient : we will further strengthen the resilience of our supply chain by continuing to invest in key tools and capacity that build resilience and performance, across the end to end supply chain.

Safe: we will deliver clinically assured, safe products that support improved outcomes for patients and users.

Sustainable : we are committed to supporting the NHS objective of becoming the world’s first net carbon zero national health system through reducing single use plastics, supporting the circular economy, reducing our greenhouse gas emissions and improving human rights and labour standards.

Efficient: we will ensure we have a high performing workforce and highly efficient organisation.

Supply Chain Coordination Limited acts as the management function for the NHS Supply Chain. By 2023/2024, we aim to save the NHS £2.4bn by leveraging the scale of the NHS to drive savings and provide a standardised range of quality assured clinical products.

Other Information


SCCL is a not an NHS organisation, you will join on SCCL terms and conditions.


NHS Supply Chain is an equal opportunities employer