Participant Contact Centre Advisor

3 weeks ago

Stockport, United Kingdom UK Biobank Full time

**Description**:
**Overview of the role**:
UK Biobank are delighted to be recruiting for a Participant Contact Centre Advisor based at our modern offices in Cheadle. The Participant Contact Centre (PCC) provides professional, friendly and courteous support to UK Biobank participants, handling requests for study information, providing guidance and answering study queries, as well as booking appointments and dealing with a variety of participant administration tasks. The PCC aims to promote ongoing engagement and the team is central to delivering a great experience for all 500,000 of our participants.

The working pattern for this role is 35 hours per week (4 x 7.5 hours shifts Tuesday to Friday & Saturday 5 hours).

**Key Responsibilities**
- Achieve high levels of outbound calls to increase participation levels for the imaging study
- Responsible for updating UK Biobank’s CRM with accurate participant data
- Make recommendations to your Team Leaders for service improvements and other developments, and work with your colleagues to implement changes
- Achieve contact centre KPIs to drive quality and ensure SLAs are met
- Working in accordance with UK Biobank policies and procedures, ensuring that all interactions with participants are appropriately handled and recorded.

**About you**:
**Essential**
- Experience of working within a contact centre environment making inbound and outbound calls
- Experience in working within a quality-focused organisation
- Able to engage and communicate effectively and professionally
- Attentive to detail and ability to follow standard operating procedures
- Experience in contact centre/CRM software systems
- Excellent organisation and time-management skills with the ability to multi-task and prioritise work

Our passion for diversity and equity means creating a work environment for all employees that is welcoming, respectful, engaging, and enriched with opportunities for personal and professional development.

**What's on offer**:
We have a range of benefits here at UK Biobank, some of the highlights of those are:

- 26 days' annual leave (which increases with length of service) plus Bank Holidays
- Holiday buy scheme (buy up to 1 week of additional leave per year)
- A paid day off for your birthday (in addition to annual leave)
- USS Pension Scheme which is a ‘hybrid’ defined benefit/defined contribution scheme (9.8% Employee Contribution, 21.6% Employer Contribution)
- Enhanced family leave (available from day 1 of employment)
- Cycle to work scheme
- Professional subscriptions reimbursement (where applicable)
- Free gym on site
- On site Canteen
- Subsidised lunches (£5 contribution per day when working on site) and refreshments
- Free car parking
- Employee discounts portal
- 20% Discount at EE
- Employee Assistance Programme
- Eye-care scheme
- Annual flu vaccination
- Life Assurance cover

LI-Hybrid

**About UK Biobank**:
UK Biobank is a large-scale biomedical database and research resource containing in-depth genetic and health information from half a million UK participants.

The database, the largest and most comprehensive of its kind in the world, is anonymised and made widely accessible by UK Biobank to global researchers who use it to find new scientific discoveries about common and life-threatening diseases - such as cancer, heart disease and stroke which strike in mid-later life.

UK Biobank is an innovative organisation with over 250 staff across four sites in the UK that fosters an engaging environment and supports the development of our staff. Our dedicated teams work alongside the world's leading biomedical scientists in our joint mission to improve public health.

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