Customer Service Administrator (Clinical Trials)

Due to an exciting period of expansion our client based in Wokingham are seeking a Customer Service Administrator to join their team.

The purpose of the Customer Service Administrator role is to provide high quality telephone and administrative services to patients taking part in a clinical trial. These patients require someone who is patient and understanding, so anyone who has experience in dealing with customers in this fashion, would be suited to this role.

They are offering a fantastic salary of up to £25,000 increasing to £25,500 after successfully passing probation. They also offer great employee discounts on a large number of high street stores! The hours are 37.5 hours per week which includes working a Saturday, and one full day off in the week. Please note that the Saturday working is from home and the week-day working is from the office in Wokingham.

Daily duties and responsibilities for the Customer Service Administrator:

• Making and receiving calls to and from patients/participants
  
  
• Conduct outbound calls to chase for progress updates and facilitating appointment booking
  
  
• Providing quality administrative support with good attention to detail.
  
  
• Assisting clients via e-mail and telephone
  
  
• Ensuring all new instructions are processed on the system accurately, efficiently and on a cost-efficient basis.
  
  
• Provide Case management from receipt of a new request to completion of the case.
  
  
• Book appointments for specific projects
  
  
• Process email and post queries received by the team as required.
  
  
• Chase reports via telephone and e-mails.
  
  
• Ensure Service Level Agreements are maintained daily.
  
  
• Maintain accurate data records, using Microsoft Office and in-house systems.
  
  
• Upload medical reports/laboratory reports onto the system. Follow-up on incomplete/ inaccurate reports received.
  
  
• Support project related stock/paperwork requests for examiners.
  
  
• Complete all general administration duties as required.
  
  
• Support project tasks on a daily, weekly and monthly basis.
  
  
• Work within stipulated cost guidance budget and time constraints.
  
  
• Complete all general administration duties as required.
  
  
• To achieve targets in the timeframe set to ensure all cases are processed as per the Service Level Agreements.
  
  
• Maintain the confidentiality of our client at all times, including that of its clients.
  
  
• Act impartially at all times, declaring any potential conflict of interest to management.
  
  
• Undertake any other duties within the spirit of this job description
  
  Applicants must possess:
  
  
• Strong written and verbal communication skills.
  
  
• An ability to take day-to-day decisions.
  
  
• The capacity to manage one’s own workload independently and to work effectively within a team.
  
  
• An ability to manage a busy workload and help others in the team when needed.
  
  
• Flexibility will be essential to support the changing needs of the business.
  
  
• PC literacy with good typing skills is required. Experience with Word, Excel and Outlook is essential information.
  
  
• Ability to maintain appropriate confidentiality of information relating to our client’s, individuals and service user information.
  
  In line with GDPR regulations, we are making you aware that to proceed with your application we will need to contact you via email, telephone and/or text message. To receive future job alerts from us, you will be required to provide consent within our marketing preference options. The link will be provided in an email to you. Due to the high number of applications we are receiving, we are unable to respond to every application individually. If you do not hear from us within 5 days, please assume that your application has not been successful