Customer Service Agent

4 days ago

Thornaby on Tees, United Kingdom MAC Clinical Research Full time

MAC Clinical Research is one of Europe's largest clinical development organisations. We’re currently recruiting for a Customer Service Agent (Patient Liaison Agent), a telephony role based at our Teesside site on Thornaby’s riverside.

You will handle inbound/outbound queries from patients who have shown an interest in our studies and screen them for suitability to take part in one of our trials.

If you have never worked within a medical field, don’t worry - MAC provides full training, the one thing our teams have in common is they love helping people and want to make a difference

MAC has a network of Dedicated Research Sites providing extensive reach, with offices within the EU and US. Our clinical research organisation is committed totally to the recruitment and conduct of clinical trials and full-service delivery through our fully owned Dedicated Research Sites and staff. Our Recruitment Centre provides excelled recruitment of patients for all studies, often reaching target figures ahead of study timelines. With over 200 clinical studies successfully completed and delivery of extensive therapeutic expertise.

Key Responsibilities
- Assist the clinical teams to meet study recruitment targets
- Provide detailed and accurate information to new patients regarding clinical research trials
- Maintain effective communication with both the clinical teams and patients.
- Manage calls from patients in relation to their appointments
- Take ownership of patient queries, resolving them at the first point of contact or escalating as necessary
- Support your team in achieving quality and performance targets
- Ensure you are hitting patient satisfaction and performance levels
- Maintain accurate and up-to-date patient records

Skills required
- High degree of accuracy
- Exceptional customer service skills, exceeding expectation.
- Strong written and verbal communication skills
- Computer literate and competent in use of MS Office
- Adaptability to changes in procedures/processes
- Driven and enthusiastic, with the ability to follow tasks through to completion
- Target-driven, with a focus on quality and performance metrics

Hours
- Our call centre currently operates from, Monday to Friday - 10am to 8pm and Saturday 9am to 5pm

**Benefits**:

- Salary - £24,000 plus performance related bonus
- Full, comprehensive, and continuous training
- Private healthcare insurance
- Bike2Work Scheme
- Free onsite parking
- 25 days annual leave plus bank holidays
- Your birthday off work
- Continued career development potential.

**Experience**:

- Customer Service: 1 year (preferred)

Work remotely:

- No

**Benefits**:

- Free parking
- On-site parking
- Private medical insurance

Schedule:

- 8 hour shift

**Experience**:

- customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: HR327

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