Location
London with the flexibility to live and work anywhere within the UK. Quarterly visits to the London office are required.

Hours
Full Time (hours not specified)

Salary
Competitive salary (details not specified)

About the Role
At Our Future Health, we are building one of the UK’s most ambitious health research programmes, placing participants at the heart of everything we do. As a Study Support Centre Advisor, you will be the first point of contact for thousands of participants involved in groundbreaking health research. Your role will be vital in ensuring participants feel supported, informed, and valued throughout their journey. You will handle enquiries via phone and email, assist with registration, consent forms, questionnaires, and surveys, and provide clear guidance and troubleshooting throughout the participant experience. You will manage queries, concerns, and complaints with empathy and professionalism, working closely with internal teams and external partners to deliver seamless support. Additionally, you will escalate complex issues when necessary, contribute to team goals, support training of new team members, advocate for participants’ perspectives across the organisation, and assist in compiling data and producing reports for stakeholders.

Experience
Experience in a customer-facing or contact centre role is essential. Familiarity with support platforms such as Zendesk or Freshdesk is highly desirable.

About you
You have excellent written and verbal communication skills and a natural ability to engage with people in a polite, empathetic, and professional manner. You demonstrate a strong understanding of confidentiality and data protection. You are passionate about delivering high-quality customer service and able to explain complex or scientific information in a simple, accessible way. Strong organisational skills are required to manage multiple priorities and deadlines effectively. You are confident using Microsoft Word, Excel, Outlook, and PowerPoint. You have the ability to analyse and present data clearly. Fluency in English is required; additional languages such as Welsh, Polish, Punjabi, Urdu, Gujarati, or Bengali are a bonus.

Qualifications
No specific qualifications are stated as mandatory for this role, but relevant experience and skills as outlined above are essential.