Customer Experience - London, United Kingdom - Medicines and Healthcare products Regulatory Agency

Medicines and Healthcare products Regulatory Agency

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are currently looking for a
Customer Experience Specialist to join our
Customer Experience Team within the
Communication and Engagement group.

This is a
full-time opportunity, on a
permanent basis. The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU. Please be aware that this role can only be worked in the UK and not overseas
.

We are currently implementing a flexible, hybrid way of working, with a minimum of 4 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business.

Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 8 days a month, with the remainder of time worked either remotely or in the office.

Some roles will need to be on site more regularly. Remote working is potentially available for some specific roles. Please discuss this with the recruiting manager before accepting an appointment.

Who are we?

The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.

The MHRA Communications and Engagement Group is a multi-award-winning team that has a consistent track-record of achievement and providing value for money.

Our focus is to support the Agency to deliver its business outcomes by putting patients and the public at the centre of all our work.

We are organised in the following teams:
News & Media, Communications, Patient and Public Stakeholder Engagement and Customer Experience.

What's the role?

The job holder will be part of a multidisciplinary Customer Experience Centre (CEC) team, responsible for the day-to-day operation of the agency's main enquiry contact channels.

In this fast-paced target driven environment you will play a key role in resolving customer queries at first contact, logging and monitoring queries via CEC Portal within agreed Service Level Agreement (SLA) times and foster a continuous improvement mindset.

You also need to be able to interact confidently and clearly with external customers to effectively represent the Agency and maintain its reputation for providing a high-quality service.

Key responsibilities:

Ensuring high levels of customer service are provided in all interactions with both internal and external customers
Answering and resolving all queries at first contact where possible, providing a clear rationale to the customer as to why firsttime resolution cannot be provided and explaining the next steps, if required.
Establish, develop, and maintain effective working relationships with colleagues ensuring a 'one team approach' to the delivery of the Customer Experience Centre services
Supporting the Customer Experience Centre team by partaking in cross training activities, demonstrating flexibility and provide cover arrangements during peak periods as and when required to meet business needs

Who are we looking for?

Excellent written and oral communication skills, with the ability to provide clear and concise answers and to adapt delivery to suit the customer in question.
Excellent interpersonal skills and a proven ability to build relationships with a range of stakeholders both internal and external.
Effectively organise workload, manage conflicting priorities, meet deadlines and targets, and consistently achieve the highest standards of delivery.
Proven ability to take initiative and demonstrate an analytical approach towards work and process improvements.
Demonstrate knowledge and interpretation of Regulatory procedures surrounding the licensing and lifecycle management of medicinal products in the UK and Europe

If you would like to find out more about this fantastic opportunity, please read our Job Description and Person Specification

The selection process:

-
Interview, which can include questions based on the Behaviour, Experience, Technical and Strengths Success Profiles.

Applicants are assessed on whether they meet any mandatory requirements as well as the necessary skills and experience for the role.

Applications are scored based on the competency-based answers provided
- ensure you have read these thoroughly and allow sufficient time. You can view the competencies for this role in the job description.

Closing date: 17/03/2023

Interview date:
W/C 27/03/2023

Any move to the MHRA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility here.

If you are not satisfied with the response you receive, you can contact the Civil Service Commission at:

Civil Service Commission

Room G/8

1 Horse Guards Road

London

SW1A 2HQ