Due to expansion, MAC Clinical Research are seeking to appoint a Patient Liaison Agent Team Leader (Customer Service Team Leader) to effectively manage a team of agents within the Patient Liaison Contact Centre at our Glasgow site.
Our contact centres currently operate from 10am to 8pm, Monday to Friday and 9am to 5pm, Saturday.
Job Focus:
* Ensure the team are hitting patient satisfaction and performance levels.
* Maintain effective communication with both the clinical team and patients.
* To manage and support a team of Outbound and Inbound agents
* To identify training needs to achieve successful sales performance
* Find sales opportunities with the MAC database for new and current trials
* Identify process improvement opportunities
* Manage QA and Training to ensure agents follow GCP and exceed expectations
* Ensure all legal/compliance requirements are completed
* Minimise agent attrition
* Pro-actively work to improve performance by coaching, delivering feedback and supporting the department
* Conduct regular 1-2-1's with the Patient Liaison team
* Actively lead by example – demonstrating the flexibility and adaptability to support the team by taking over calls where required
Key Skills, Knowledge and Qualifications Required:
* Experience in a similar role (essential)
* Ability to motivate and manage a team (essential)
* Previous experience in clinical or medical environment (preferred)
* Excellent communication skills
* Effective listening skills
* Microsoft Office proficiency
* Attention to detail for recording and tracking results
* Good organisational skills
* Process improvement
* Ability to work under pressure
* Ability to prioritise own workload
* Clinical trial data management skills (desirable)
* Medical Terminology/Medical Secretarial knowledge (desirable)
* Healthcare background (desirable)
* Science background (desirable)
PHYSICAL, WORK ENVIRONMENT, TRAVEL DEMANDS:
* The post is office based and may require occasional community working at recruitment events.
* Some flexibility and willingness to travel to other MAC sites may be required.
* Post requires shift work and weekends as determined by Management.
BENEFITS:
* Health Insurance
* Eye Care Vouchers
* Cycle to work scheme
* Free onsite parking
* 25 days annual leave (increasing in increments to 30 days after 6 years' service)
* Your birthday off work
MAC Clinical Research invites applications from highly motivated candidates, with a desire to fulfil their full potential. You will be working with an organisation that sees you as an investment and is keen for you to achieve your career aspirations.
Please email should you require any special arrangements or reasonable adjustments to be made throughout this selection process. This will enable us to accommodate your request as necessary.
Job Types: Full-time, Permanent
Benefits:
* Cycle to work scheme
* Free parking
* On-site parking
* Private medical insurance
Work Location: In person