Call Center Advisor, london

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A basic salary of £23,000 plus monthly bonus, 25 days holidays plus public holidays, sickness absence cover, life, accidental death and disability insurance, income protection insurance, pension contribution, healthcare insurance, employee discounts and flexible benefits.

What if your telephone skills are what we need to make new medicines safer for patients?

Fortrea’s cutting-edge Clinical Research Unit in Leeds is the crown jewel of our global operations. This state-of-the-art, 65,000 ft² facility with 100 beds is just a 7-minute walk from the train station. Dedicated to Phase I clinical trials, it’s where life-saving medicines begin their journey.

You’ll be part of a team that asks one crucial question: will this new medicine be safe? Every day, you’ll witness groundbreaking research in action. And when a drug you’ve worked on is approved, you’ll know you’ve helped change lives across the globe.

As a result of our expansion, we are growing our Recruitment Call Center team and now seeking our next Call Center Advisors.

• This is a permanent, full-time, clinic-based job in Drapers Yard, Leeds.
• 37 hours per week, Monday to Friday

YOUR COMPENSATION

• Compensation includes an uncapped monthly bonus based on your achievement of recruitment targets (daily calls made, screens completed, appointments scheduled, etc.)

New medicines discovery is based on clinical trials. In our Leeds Clinical Research Unit we perform the first stage of testing in human subjects: phase 1 studies.

Clinical research needs participants. This is what you’ll do: building and maintaining Fortrea’s Participants database of healthy volunteers and patients for our clinical trials. You see how important this is for us: we need the right person assigned to the right study, no mistakes, and fast. First, let us tell you what you will not do: Cold calling. You don’t have to go out there to find participants:

• Fortrea has been conducting clinical research studies for more than 30 years at our clinics, so we have our own pool of interested volunteers, and each day we receive requests of potential new participants.

So your main Call Center Advisor responsibilities will be:

• Handling inquiries received from potential new study participants: this involves phone screens to collect subject’s demographic data, performing medical history questionnaires, creating new profiles in the database, accurately entering individuals’ information in the system.
• With existing and new volunteers, assessing the suitability and identifying the right trial opportunity for each interested volunteer, based on therapeutic indication and medical history.
• Effectively explain the relevance of the study to participants, as well as the essential clinical trial details they need to make the decision of participating in research.
• Scheduling appointments of the potentially qualified participants with the screening department and coordinating logistics.

WHO YOU ARE

Previous experience in clinical trials and knowledge of medical terminology is ideal, but not essential (we have a robust training programme with our doctors to teach all you need). This job relies heavily on your communication and telephone skills, so what is important for us is:

• Previous Call Center Advisor experience is ideal, but if your background is in customer service, retail sales, technical support, help desk, etc., you could be the person we are looking for.
• Strong communicator: your confidence in responding to volunteers’ emotions effectively, and your active listening, empathy, professionalism and courtesy will be essential to succeed.
• Able to demonstrate working knowledge of Microsoft Office (Outlook, Word, Excel).
• The nature of the work is fast-paced, and priorities change rapidly, last minute deadlines are not uncommon, so you are confident adapting to change and prioritizing.
• GCSE Educated.

Embark on a fulfilling career as you support us on our mission “To help make life-changing healthcare solutions possible”. Apply now and be part of an extraordinary journey.

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