Call Centre Agent Bank

FTLEE Fortrea Clinical Research Unit Ltd; Leeds; On-site; GBP 12,000 - 17,000; Full time

Job summary

Fortrea Clinical Research Unit Ltd in Leeds is offering a flexible, bank-to-hours role based at the Drapers Yard Clinical Research Unit. The position involves building and maintaining the study participant database of healthy volunteers for clinical trials, with office hours Monday to Friday.

You will work in a structured phone-based environment, using basic Microsoft Office tools, and support screening, scheduling, and communication with participants.

Qualifications

• Strong communication skills and empathetic listening.
• Call centre or customer service experience is advantageous.
• Basic IT skills with Microsoft Office (Outlook, Word, Excel).

Responsibilities

• Phone screen participants, collect demographics, enter data into the study database.
• Assess suitability by matching participants to trials.
• Explain study requirements to participants so they understand details.
• Schedule appointments for suitable participants.

Skills

Communication skills

Call Centre experience

Customer service

Retail sales

Technical support

Help desk

Education

GCSE or O-Level standard

Tools

Microsoft Office

Outlook

Word

Excel

Job description

Looking for flexible work where your phone skills can help make new medicines safer for patients? Fortrea's Clinical Research Unit in Leeds is where life-saving medicines begin their journey.

This is a Bank (0-hours) position, where work is offered based on clinic demand. Office-based job at our Drapers Yard Clinical Research Unit. Shifts are typically available Monday to Friday during office hours. The number of hours offered can vary from week to week depending on operational needs.

This role offers the opportunity to gain experience in a clinical research environment while working flexibly around other commitments.

ON A NORMAL DAY, YOU WILL…

You will build and maintain the study participant database of healthy volunteers for clinical trials.

You will not cold call.

Fortrea has been conducting clinical research studies for more than 30 years, so we have our own pool of interested individuals.

Your main responsibilities will be:

• Phone Screening new study participants - collect demographic data, perform medical history questionnaires, create new profiles in the database, accurately entering information in the system
• Assessing Suitability: matching participants to the right clinical trial based on their medical history and demographic information
• Explaining Studies: Effectively communicate the requirements of each individual study, ensuring participants fully understand all necessary details before making the decision to take part
• Scheduling Appointments: for suitable participants

WHO YOU ARE

This role is well suited to someone with strong communication skills who enjoys working in a structured phone-based environment:

• Previous Call Centre experience is ideal, but any experience in customer service, retail sales, technical support, help desk or similar fields is advantageous
• Excellent communication skills: You'll be an empathetic listener, able to respond confidently participants needs and queries
• IT proficiency: Basic knowledge of Microsoft Office (Outlook, Word, Excel).
• Education: GCSE or O-Level standard.

The nature of the work is fast-paced, and priorities change rapidly. Last minute deadlines are not uncommon, so you should be confident in adapting to changes and shifting priorities.

This is a fantastic opportunity to be part of a pioneering company and contribute to groundbreaking medical research.

At Fortrea, we're all about turning the “impossible” into "I'm possible." Together, we break barriers to deliver exceptional service to our patients, fueled by a shared commitment to teamwork and excellence.

Regardless of your role, we're all family, working together to achieve extraordinary results.

At Fortrea, your career isn't just a job – it's a journey of making the exceptional possible, every day.