Medical Affairs à Grande-Bretagne

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SRG

tadworth, United Kingdom

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12.05.2025

26.06.2025

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Job Title: Medical Information Customer Experience Specialist (MICES)

Location: Tadworth – Hybrid (2-3 days onsite)

Employment Type: 12 months Contract – Strong likelihood of extension

Role Summary

We are looking for a Medical Information Customer Experience Specialist (MICES) to join our team and provide high-quality medical and technical information to healthcare professionals, patients, and caregivers. This role is crucial in ensuring timely, accurate, and compassionate support in the local language while maintaining compliance with regulatory and company standards. You will also support second-line content management and escalation processes within a dynamic, multilingual medical information team.

Key Responsibilities

Customer Experience & Inquiry Management

• Respond to medical inquiries via phone, email, webform, chat, or mail, meeting service level agreements.
• Use approved English-language resources to provide accurate, local-language responses.
• Accurately document inquiries and responses per SOPs and regulatory guidelines.
• Identify and report adverse events and product quality complaints within required timelines.
• Support therapeutic area teams with second-line content activities, such as content creation and escalation management.

Operational & Cross-Functional Support

• Ensure a consistent, high-quality experience across countries of responsibility.
• Collaborate with Country/Cluster Leads and internal stakeholders to maintain service excellence.
• Represent Medical Information in country-level activities including cross-functional meetings and training.
• Act as a country point of contact, managing local medical information data and flagging country-specific issues.
• Proactively identify and implement continuous improvement opportunities.

Qualifications

Basic Requirements:

• Degree in Life Sciences, Pharmacy, or a healthcare-related field.
• 1–2 years of experience in medical information, customer service, or a related field (preferred).
• Fluency in German (Must be Native or C1 proficiency) and English.
• Excellent communication skills with a focus on clarity, empathy, and professionalism.

Preferred Skills:

• Familiarity with regulatory/compliance issues in medical affairs.
• Strong organizational, interpersonal, and problem-solving skills.