Contact Centre Advisor
2 weeks ago
At UK Biobank, that’s where.
UK Biobank is helping to pioneer new pathways in health, believing that people have the right to live longer and more fulfilling lives.
We’re a team aiming to make a difference to millions of people on this planet - and an employer who cares passionately about the diverse range of professionals who have come together to drive our incredible journey.
This role is pivotal to that journey.
Can you do it?The answer is “yes”, if you have a keen interest in developing your career within a contact centre environment. The key responsibilities are;
- Handling inbound/outbound calls and emails from UK Biobank participants in a timely manner.
- Responding promptly, efficiently, politely and professionally to all calls and emails, escalating queries where required.
- Updating CRM systems with accurate participant data.
- Suggesting service improvements and other developments, and work with your colleagues to implement changes.
- Achieving KPIs to drive quality and ensure SLAs are met.
- Working in accordance with policies and procedures, ensuring that all interactions with participants are appropriately handled and recorded.
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 (5 x 7 hours shifts over Monday to Saturday) with expected 3 days per week in the office (based in Cheadle, Stockport, until 2026 when we move to Manchester Science Park).
Is this you?Reporting to the PCC Team Leader, you’ll have:
- Experience of working within a contact centre environment.
- 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.
What's on offerWe 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)
- Flexible (hybrid) working, including modern offices in Stockport (relocating to new office in Manchester Science Park in 2026)
- USS Pension Scheme which is a ‘hybrid’ defined benefit/defined contribution scheme
- 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 (£5.50 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
The job advert closing date may change, so we recommend that if you are planning to apply that you do so without delay. 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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