Description We are currently looking for an Customer Experience Specialist (Sales) to join our Customer Experience Centre (Sales Team) Function within the Enablement Group. This is a full-time opportunity, on a permanent basis. The role will be based in South Mimms, Hertfordshire. Please be aware that this role can only be worked in the UK and not overseas. We are open to requests for flexible working. Please discuss this with the recruiting manager before accepting an appointment. 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 8 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 12 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. The MHRA Communications and Engagement Group is a multi-award-winning team that has a consistent track-record of achievement and providing value for money. Our focus is to support the Agency to deliver its business outcomes by putting patients and the public at the centre of all our work. We are organised in the following teams: News & Media, Communications, Patient and Public Stakeholder Engagement and Customer Experience. This role is in our Customer Experience Centre (CEC) team. The purpose of the team is to offer a single advice and information centre which can resolve enquiries, whenever possible, at first point of contact, providing consistently good quality customer experience through a variety of channels and services. We have close working relationships across the Communications group, the wider Agency and others in the healthcare family and we use these relationships to support enhancements to the service we provide to our customers. What’s the role? The role will be part of a multidisciplinary Customer Experience Centre (CEC) team, responsible for the day-to-day operation of the agency’s main front facing enquiry contact channels. The role will sit within the sales team responsible for the processing of orders and handling enquiries for the National Institute of Biological Standards and Control (NIBSC) and the British Pharmacopeia Chemical Reference Substances (BPCRS), providing a high standard of customer experience. In this fast-paced target driven environment you will also support other customer service areas as required. 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 questions based on the Behaviour, Experience and Technical Success Profiles. 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. Interview, which can include questions based on the Behaviour, Experience, Technical and Strengths Success Profiles. In the instance that we receive a high number of applications, we will hold an initial sift based on the lead criteria of candidates demonstrating that they have w orking knowledge of relevant regulations such as General Data Protection Regulation (GDPR) adhering to compliance standards and appropriate regulations where necessary. 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 competency-based answers provided- ensure you have read these thoroughly and allow sufficient time. You can view the competencies for this role in the job description. Use of AI in Job Applications Applicants must ensure that anything submitted is 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: 20 th August 2025 Shortlisting date: from 26 th August 2025 Interview date: from 1 st September 2025 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 Florentina Oleylami, Head of Talent Acquisition, Florentina.Oyelami@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 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.