Customer Experience Specialist

We are currently looking for anCustomer Experience Specialistto join ourCustomer Experience Centre Function within the Enablement group.

This is a full-time opportunity on a permanent basis. The role will be based in 10 South Colonnade Canary Wharf London E14 4PU. Please be aware that this role can only be worked in the UK and not overseas.We are open to requests for flexible working. Please discuss this with the recruiting manager before accepting an appointment.

Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.

We are currently implementing a flexible hybrid way of working with a minimum of 8 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role this can flex up to 12 days a month with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly.

Who are we

The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices underpinned by science and research.

The MHRA Communications and Engagement Group is a multi-award-winning group that has a consistent track-record of achievement and providing value for money. Our focus is to support the Agency to deliver its business outcomes by putting patients and the public at the centre of all our work. We are organised in the following teams: News & Media Communications Patient and Public Stakeholder Engagement and Customer Experience. The role sits within the Customer Experience Centre.

The Customer Experience Centre is the front door to the MHRA offering advice and information services to customers and the public. The team resolve enquiries whenever possible at first point of contact providing consistently good quality customer experience through a variety of channels and services. We have close working relationships across Communications and Engagement the wider Agency and others in the healthcare family and we use these relationships to support enhancements to the service we provide to our customers.

Whats the role

• This important front facing role will be part of the multidisciplinary Customer Experience Centre (CEC) team responsible for the day-to-day operation of the agencys main enquiry contact channels.

• In this fast-paced target driven environment you will handle enquiries from patients and members of the public.

• You will draw on your previous experience from other healthcare settings to help you resolve customer queries at first contact wherever possible working with others across the agency where their input is needed.

Key responsibilities:

• Ensuring high levels of customer service and a positive customer experience in all interactions with both internal and external customers.
• Answering and resolving all queries at first contact where possible ensuring the tone and language used in drafts is clear concise and empathetic where required using approved templates as needed.
• Help drive improvements to the customer experience and champion a customer centric culture across the entire Agency.

• Contribute to the gathering of information on the experience of CEC customers through regular customer surveys and working collaboratively within your team to agree and implement action plans to improve our services.

Who are we looking for

Oursuccessful candidatewill demonstrate the following:

• Customer service experience with proven ability of delivering a high level of customer care within fast paced environment
• Experience of working with patients and members of the public in a health or care setting e.g. Hospital Care Home Pharmacy etc.
• Working knowledge of relevant regulations such as GDPR

If you would like to find out more about this fantastic opportunity please read our Job Description and Person Specification!

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The selection process:

We use the Civil Service Success Profiles to assess our candidatesfind out more here.

• Online application form including questions based on theBehaviour Experience and Technical Success Profiles.Please ensure all application questions are completed in full; your application may not be considered if any responses are left blank. Our applications are CV blind and our Hiring Managers will not be able to access your CV when reviewing your application.

• Interview which can include questions based on theBehaviour Experience Technical and Strengths Success Profiles.

In the instance that we receive a high number of applications we will hold an initial sift based on the lead criteria of having experience of working with patients and members of the public in a health or care setting e.g. Hospital Care Home Pharmacy etc.

Applicants are assessed on whether they meet any mandatory requirements as well as the necessary skills and experience for the role. Applications are scored based on the competency-based answers provided- ensure you have read these thoroughly and allowsufficienttime. You can view the competencies for this role in the job description.

Use of AI in Job Applications

Applicants must ensure that anything submitted is factually accurate and truthful. Plagiarism can include presenting the ideas and experience of others or generated by artificial intelligence as your own.

If you require any disability related adjustments at any point during the process please contact as soon as possible.

Closing date:11^th July 2025

Shortlisting date: from 14^th July 2025

Interview date:31^st July 2025

Candidates will be contacted within a week of the sift and the interviews completed to inform them of the outcome.

If you need assistance applying for this role or have any other questionsplease contact

Candidates will be subject to UK immigration requirements as well as Civil Service nationality information on whether you are able to apply is availablehere.

Successful candidates must pass a disclosure and barring security check as well as animal rights and pro-life activism checks. People working with government assets must completebasic personnel security standard checks.

Applicants who are successful at interview will be as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Any move to the MHRA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes including Tax-Free Childcare. Determine your eligibilityhere.

Successful candidates may be subject to annual Occupational Health reviews dependent on role requirements. If you have any queries please contact.

In accordance with the Civil Service Commissioners Recruitment Principles our recruitment and selection processes are underpinned by the requirement of selection for appointmenton the basis ofmerit by a fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint you should firstly contact Florentina OleylamiHead of Talent Acquisition.

If you are not satisfied with the response you receive you can contact the Civil Service Commission at:

Civil Service Commission

Room G/8

1Horse Guards Road

London

SW1A 2HQ