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About the Role
We are seeking a Participant Support Advisor to be the first point of contact for individuals participating in groundbreaking health research. This role is crucial for ensuring participants feel supported, informed, and valued throughout their journey, contributing to the growth and success of our participant experience initiatives.
Responsibilities
- Act as a friendly and professional first point of contact via phone and email.
- Support participants with registration, consent forms, questionnaires, and surveys.
- Provide clear guidance and troubleshoot issues throughout the participant journey.
- Handle queries, concerns, and complaints with empathy and care.
- Work closely with internal teams and external partners to ensure seamless support.
- Escalate complex queries where needed, ensuring all key information is captured.
- Contribute to team goals and support the training of new team members.
- Advocate for the participant perspective across the organisation.
- Help compile data and produce reports for stakeholders.
Requirements
- Experience in a customer-facing or contact centre role.
- Familiarity with support platforms like Zendesk or Freshdesk.
- Excellent communication skills — both written and verbal.
- A natural ability to engage with people in a polite, empathetic, and professional way.
- Strong understanding of confidentiality and data protection.
- A passion for delivering high-quality customer service.
- Ability to explain complex or scientific information in a simple, accessible way.
- Strong organisational skills — able to manage multiple priorities and deadlines.
- Confident using tools such as Microsoft Word, Excel, Outlook, and PowerPoint.
- Ability to analyse and present data clearly.
- Fluency in English (additional languages such as Welsh, Polish, Punjabi, Urdu, Gujarati or Bengali are a bonus).
Skills
- Customer Service
- Communication
- Problem-Solving
- Data Protection
- Microsoft Office Suite
- Data Analysis
Location
- UK-wide
- London (office visits)
Work Type
- Remote
- Hybrid
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- £35,000
Benefits
- Generous Pension Scheme (up to 12% employer contribution)
- 30 Days Holiday + Bank Holidays
- Enhanced Parental Leave
- Cycle to Work Scheme
- Home & Tech Savings
- £1,000 Employee Referral Bonus
- Wellbeing Support (Mental Health First Aiders, 24/7 online GP, Employee Assistance Programme)
About the Company
- Building one of the UK’s most ambitious health research programmes.
- Mission: To prevent disease together.
Equal Opportunity
- Recognise the importance of having a diverse workforce and ensuring equitable access to the application process.
- Proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to request reasonable adjustments.