Customer Experience Specialist

Medicines and Healthcare products Regulatory Agency; London; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

The Medicines and Healthcare products Regulatory Agency is seeking a full-time Customer Experience Specialist to join their Customer Experience Centre in London. This role involves responding to inquiries with empathy and efficiency, utilizing healthcare experience to enhance customer service. Ideal candidates will possess strong customer service skills and experience in healthcare settings, contributing to the agency's mission of safeguarding public health.

Qualifications

• Experience working with patients and the public in healthcare settings.
• Knowledge of relevant regulations, including GDPR.
• Proven ability to handle inquiries in fast-paced environments.

Responsibilities

• Provide high-quality customer service and ensure positive interactions.
• Resolve queries at first contact using empathetic language.
• Drive improvements in customer experience based on feedback.

Skills

Customer service experience

Healthcare experience

Empathy

Communication

Job description

Responsibilities

We are currently looking for an Customer Experience Specialist to join our Customer Experience Centre within the Enablement group.

This is a full-time opportunity on a permanent basis. The role will be based at 10 South Colonnade, Canary Wharf, London, E14 4PU. Please note that this position is UK-only and not available for overseas applicants. We are open to flexible working arrangements; please discuss this with the recruiting manager before accepting an offer.

Government departments and agencies are working towards a minimum of 60% in-office attendance.

We are implementing a flexible, hybrid working model, requiring a minimum of 8 days per month on-site to facilitate collaboration with partners and stakeholders. Attendance may increase up to 12 days depending on business needs, with the rest of the time worked remotely or in the office. Some roles may require more frequent on-site presence.

Who are we?

The Medicines and Healthcare products Regulatory Agency (MHRA) enhances and improves the health of millions through the regulation of medicines and medical devices, supported by science and research.

Our Communications and Engagement Group is multi-award-winning, focusing on delivering value and supporting the Agency's outcomes by prioritizing patient and public interests. It comprises teams such as News & Media, Communications, Patient and Public Stakeholder Engagement, and Customer Experience. The role is within the Customer Experience Centre.

The Customer Experience Centre serves as the primary contact point for advice and information, resolving inquiries at first point of contact across various channels, and maintaining high-quality customer service. We collaborate closely with other Agency teams and healthcare partners to improve our service.

What’s the role?

- This front-facing role is part of the multidisciplinary Customer Experience Centre team, managing the agency’s main enquiry channels.
- Handle inquiries from patients and the public in a fast-paced, target-driven environment.
- Utilize your healthcare experience to resolve customer queries effectively at first contact, collaborating across the agency as needed.

Key Responsibilities

- Provide high-quality customer service and ensure positive interactions.
- Resolve queries at first contact, using clear, empathetic language and approved templates.
- Drive improvements in customer experience and promote a customer-centric culture.
- Collect and analyze customer feedback through surveys, and develop action plans to enhance services.

Who are we looking for?

- Proven customer service experience in fast-paced environments.
- Experience working with patients and the public in healthcare settings such as hospitals, care homes, or pharmacies.
- Knowledge of relevant regulations, including GDPR.

If interested, please review the full Job Description and Person Specification. For viewing issues, use Chrome or Microsoft Edge, or contact [e-mail].

The Selection Process

- Application via online form, including questions based on Behaviour, Experience, and Technical Success Profiles.
- Possible interview covering various competency areas.
- High application volume may lead to initial screening based on essential experience.

Important Notes

- Applicants must ensure all submitted information is accurate and truthful.
- Contact [e-mail] for disability-related adjustments.
- Closing date: 11 July 2025.
- Shortlisting begins 14 July 2025.
- Interviews scheduled for 31 July 2025.
- Successful candidates will undergo security and background checks.

About Us

The MHRA protects public health through effective regulation of medicines and medical devices, supported by scientific research. Our staff of around 1,300 work across the UK and internationally, covering various departments including Scientific Research & Innovation, Safety & Surveillance, and more.