Rate: Competitive hourly rate (dependent on experience)
Put Customers at the Heart of Every Interaction
Do you enjoy solving problems, building relationships, and making a real difference for customers?
We are seeking a highly motivated Customer Service Executive to join a dynamic customer operations team. In this role, you will provide front-line support to customers, healthcare professionals, and internal colleagues, ensuring enquiries are managed efficiently, professionally, and compliantly.
This opportunity is ideal for someone who thrives in a fast-paced environment, enjoys working with people, and is committed to delivering outstanding service at every interaction.
Why This Role Matters
As a Customer Service Executive, you will play a vital role in supporting customers and stakeholders across complex supply and service operations. You will act as a trusted point of contact, resolving enquiries, managing escalations, and helping deliver a seamless customer experience.
This is much more than a traditional contact centre role. You will become a subject matter expert and collaborate with multiple internal teams to ensure customers receive timely and effective support.
Key Responsibilities
- Act as the first point of contact for customers, healthcare professionals, and internal stakeholders.
- Respond to enquiries professionally, accurately, and empathetically.
- Manage complaints, complex queries, and customer escalations.
- Build and maintain strong customer relationships.
- Deliver a consistently high-quality customer experience.
Problem Solving & Customer Advocacy
- Investigate customer concerns and identify effective resolutions.
- Work cross-functionally to support customer requirements.
- Identify trends and insights that help improve service delivery.
- Escalate issues appropriately when required.
- Follow established processes, procedures, and service standards.
Supporting Operational Excellence
- Maintain compliance with company policies and procedures.
- Contribute to continuous improvement initiatives.
- Share customer feedback and insights to support business improvements.
Candidate Requirements
- Proven track record of delivering exceptional customer service.
- Experience handling difficult conversations, complaints, and escalations.
- Excellent verbal and written communication skills.
- Ability to build rapport, trust, and credibility with customers and stakeholders.
- Strong organisational and problem-solving skills.
- Experience managing multiple priorities and systems simultaneously.
- High level of accuracy and attention to detail.
Additional Requirements
- GCSE (or equivalent) in Maths and English.
- Ability to work effectively within a collaborative team environment.
- Strong compliance and quality-focused mindset.
- Flexible and adaptable approach to business needs.
What's on Offer?
- Opportunity to join a respected organisation supporting customers within a regulated environment.
- Hybrid working arrangement.
- Collaborative and supportive team culture.
- Exposure to cross-functional business operations.
- 12-month contract with competitive pay and valuable industry experience.
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Customer Service Executive employer: SRG
As a Senior Clinical Trial Manager at our company, you will thrive in a dynamic and collaborative work environment that prioritises innovation and employee development. We offer competitive benefits, a strong focus on professional growth, and the opportunity to work alongside industry leaders in a location renowned for its commitment to advancing clinical research. Join us to make a meaningful impact in the field of clinical trials while enjoying a supportive culture that values your contributions.
