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Details

Customer Experience & Projects Specialist


Reference:AFBP-453547 Location: Cork
Qualification:DegreeExperience:2-3 Years
Job Type:PermanentSalary: Not Disclosed

Customer Experience & Projects Specialist
Our Cork based client are currently recruiting for Customer Experience & Projects Specialist for their Medical Information team. This is an excellent opportunity if you are people-oriented, customer centric and are of forward-thinking mindset.

Responsibilities
• Ensure that the right insights are generated and cascaded to the medical organization and other key stakeholders
• Review and analyze the Key Performance Indicators to propose to Medical Information Europe leadership improvements to achieve operational excellence
• Review the customer experience metrics and feedback
• Ensure contact centre operational excellence is achieved and maintained
• Have control over metrics and reporting Medical Information Europe to ensure appropriate and defined information is shared
• Compile reports for Medical information interactions and customer feedback
• Ensure the development, maintenance, and improvement of the correct onboarding programs for the whole of Medical Information Europe
• Integrate other onboarding and leadership training initiatives in Medical Information Europe
• Streamline the Medical Information Europe training curricula to ensure; compliance, adequate content, and launch readiness
• Coordinate and support on-the-job assessments to specifically identify the current training curriculum effectiveness in the on-the-job environment, make appropriate recommendations based on assessment and implement the recommendations
• Support, recommend, and implement training programs within Medical Information Europe in order to increase morale and drive employee retention
• Ensure that the right customer experience training program is in place
• Ensure all Customer Experience feedback from surveys and other management tools are shared to raise awareness of the Medical Information business status with the leadership team
• Responsible for supporting the Medical Information call quality standards
• Work with Quality team and relevant stakeholders to identify areas of risk and ensure that the right things are measured, assessed, evaluated, and actions taken to remove risk and educate staff on quality, compliance whilst enhancing Customer Experience.
• Organize and oversee Medical Information Europe projects to ensure they are delivered on time
• Ensure projects are adequately resourced and funded
• Develop project charters and plans
• Liaise with stakeholders and project members to ensure projects meet their goals and targets
• Maintain and ensure projects are correctly staffed and project work is distributed according to teams’ workload
• Making suggestions on resource planning in both projects and day-to-day operations
• Contribute as a Specialist for preparation of new and revised policies, procedures and job aids
Responsible to provide support for the frontline in answering customer questions according to the business continuity plan.

Requirements
• Bachelors degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
• Experience in health care, medical affairs, clinical development, scientific or medical communications field desirable
• Demonstrate understanding of evolving technology landscape regarding interaction of healthcare practitioners and consumers with medical information
• Ability to apply regulatory and compliance guidelines to drug information delivery
• Demonstrated high-level end-user computer skills (e.g. databases, word processing, tables and graphics, spreadsheets, presentations/PowerPoint and templates) to analyse and present complex information and data
• Excellent process improvement skills to be able to optimize people, budget and information resources to meet business needs
• Excellent analytical and problem-solving skills; able to translate business issues into tactical implementation and business strategy into delivery
• Excellent written and verbal communication skills
• Resource Management skills; able to optimize resources to meet customers expectations and organizational efficiencies
• Effective telephone communication and computer skills
• Experience with entering data into databases
• Ability to influence others without direct supervision
• Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations
• Additional EU Languages would be a great advantage


If you would like further Information you can contact the recruiter directly:

Sinead Cullen | Tel: +353 (0) 1 507 9252