• Job Description

  Req#: 2470
  
  
  
  
  
  
  
  We are currently looking for a Customer Experience Specialist to join our Customer Experience Centre (Sales Team) within the Communications & 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/South Mimms, Hertfordshire. Please be aware that this role can only be worked in the UK and not overseas.
  Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.
  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.
  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.
  Communication & Engagement are both the voice of, and entry point to, the MHRA.
  The Customer Experience Centre is the entry point for most contact with the MHRA, whether by email or telephone, responding to queries and requests of all types, from patients, public, industry and others.
  What’s the role?
  • Part of the MHRA Sales, dealing with customer requests & enquiries from all over the globe
  • Playing a key role in public health across the world.
  • A fast-paced role, supporting and interacting with multiple areas across MHRA.
  Key responsibilities:
  • Processing of MHRA Sales orders (Biological & Chemical Reference Materials)
  • Responding to customer queries and requests
  • Supporting team members to ensure maximum personal contribution.
  • Supporting and assisting multiple other areas of MHRA and external partners to provide the best possible customer experience.
  Who are we looking for?
  Our successful candidate will:
  • Customer Service Experience.
  • Broad IT Knowledge, with experience of utilising multiple software packages.
  • Excellent written and oral communication skills, with the ability to provide clear and concise responses to adapt delivery to suit the customer in question.
  • Effectively organise workload, manage conflicting priorities, meet deadlines and targets, and consistently achieve the highest standards of delivery.
  • Working knowledge of relevant regulations such as General Data Protection Regulation (GDPR) adhering to compliance standards and appropriate regulations where necessary.
  If you would like to find out more about this fantastic opportunity, please read our Job Description and Person Specification!
  Please note: The job description may not open in some internet browsers. Please use Chrome or Microsoft Edge. If you have any issue viewing the job description, please contact careers@mhra.gov.uk
  The selection process:
  We use the Civil Service Success Profiles to assess our candidates, find out more here .
  • Online application form, including a statement of suitability, attached as a PDF of no more than 750 of words demonstrating how you meet the person specification. Please ensure all application questions are completed in full; your application may not be considered if any responses are left blank. Our applications are CV blind, and our Hiring Managers will not be able to access your CV when reviewing your application. Please ensure not to include any personal identifying information on your supporting information.
  • 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 statement of suitability provided. You can view the criteria for this role in the job description.
  Applicants must ensure that anything submitted must be factually accurate and truthful. Plagiarism ‘can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
  If you require any disability related adjustments at any point during the process, please contact careers@mhra.gov.uk as soon as possible.
  Closing date: 17th March 2024
  Shortlisting date: w/c 18th March 2024
  Interview date: w/c 25th March 2024
  Candidates will be contacted within a week of the sift and the interviews completed to inform them of the outcome.
  If you need assistance applying for this role or have any other questions, please contact careers@mhra.gov.uk
  Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. Further information on whether you are able to apply is available here .
  Successful candidates must pass a disclosure and barring security check as well as animal rights and pro-life activism checks. People working with government assets must complete basic personnel security standard checks .
  Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
  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 .
  Successful candidates may be subject to annual Occupational Health reviews dependent on role requirements. If you have any queries, please contact careers@mhra.gov.uk .
  In accordance with the Civil Service Commissioners’ Recruitment Principles our recruitment and selection processes are underpinned by the requirement of selection for appointment on the basis of merit by a fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should firstly contact Mira Mepa, Head of Recruitment and Operations, Mira.Mepa@mhra.gov.uk .
  If you are not satisfied with the response you receive, you can contact the Civil Service Commission at: civilservicecommission.independent.gov.uk
  info@csc.gov.uk
  Civil Service Commission
  Room G/8
  1 Horse Guards Road
  London
  SW1A 2HQ
  
  
  
  
  
  
  
  
  

• About the company

  The Medicines and Healthcare products Regulatory Agency (MHRA) is an executive agency of the Department of Health and Social Care in the United Kingdom which is responsible for ensuring that medicines and medical devices work and are acceptably safe

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