Job Description

We are currently looking for a Customer Experience Centre Manager to join our Communications & Engagement Team within the Customer Experience Centre group. This is a full-time opportunity, on a full-time opportunity, on a 10 months fixed-term 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 currently implementing a flexible, hybrid way of working, with a minimum of 4 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 8 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. Remote working is potentially available for some specific roles. Please discuss this with the recruiting manager before accepting an appointment. 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 team 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 team. The purpose of the team is to offer a single advice and information centre which can resolve enquiries, whenever possible, at first point of contact, providing consistently good quality customer experience through a variety of channels and services. This involves assisting the Agency\xe2\x80\x99s customers by answering queries received through the Agency\xe2\x80\x99s main customer contact points (including, but not limited to, email and telephone). What\xe2\x80\x99s the role? This role offers the opportunity to be at the forefront of taking forward one of the Agency\xe2\x80\x99s key priorities - to become patient-centred and putting our customers first.
Reporting to the Head of Customer Experience Centre, responsibilities include leading, managing, promoting and developing some of the services & resources of the Customer Experience Centre team to ensure the needs of the Agency\xe2\x80\x99s internal and external stakeholders are met.
Playing an important role in shaping the future development and implementing of standards of customer service excellence across the Agency.
Key responsibilities:

• To manage, lead and develop a multiskilled team within the Customer Experience Centre (CEC), ensuring excellent standards of customer service are in place and maintained
• Lead the delivery and operations of our core CEC services \xe2\x80\x93 in particular our Industry segment for Marketing Authorisation applications and licensing enquiries
• Ensure consistent performance management applied across the team in line with Agency and HR guidelines
• Leading the collection and analysis of information about user experience and feedback on service performance to influence service development and continuous improvement.

Who are we looking for? Our successful candidate will:

• Experience of managing the operational delivery of multiple services, projects, including motivating and influencing a team who you may not directly manage.

• Experience of successfully managing a busy customer service environment with proven ability of delivering a high level of customer service and resolving customer disputes that can often be of a high profile nature

• Excellent interpersonal skills and a proven ability to build relationships with a range of stakeholders both internal and external.

• Effectively organise workload, manage conflicting priorities, meet deadlines and targets, and consistently achieve the highest standards of delivery.

• Proven ability to take initiative and demonstrate an analytical approach towards work and process improvements.

If you would like to find out more about this fantastic opportunity, please read our and Person Specification!
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The selection process:
We use the Civil Service Success Profiles to assess our candidates, find out more here.

• Online application form, including questions based on Behaviour, Experience and Technical Success Profiles demonstrating how you meet the person specification. 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. Please ensure not to include any personal identifying information on your supporting information.

• Interview, which can include questions based on the Behaviour, Experience, Technical and Strengths Success Profiles.

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 and the statement of suitability provided- ensure you have read these thoroughly and allow sufficient time. You can view the competencies for this role in the job description.


If you require any disability related adjustments at any point during the process, please contact careers@mhra.gov.uk as soon as possible.
Closing date: Wednesday 29 November 2023 Interview date: W/C Monday 4th and Monday 11th December 2023
If you need assistance applying for this role or have any other questions, please contact careers@mhra.gov.uk
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. Further information on whether you are able to apply is available here. 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 complete basic 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 applicant\xe2\x80\x99s 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 eligibility here.
Successful candidates may be subject to annual Occupational Health reviews dependent on role requirements. If you have any queries, please contact careers@mhra.gov.uk.
In accordance with the Civil Service Commissioners\xe2\x80\x99 Recruitment Principles our recruitment and selection processes are underpinned by the requirement of selection for appointment on the basis of merit 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 Mira Mepa, Head of Recruitment and Operations, Mira.Mepa@mhra.gov.uk.
If you are not satisfied with the response you receive, you can contact the Civil Service Commission at: civilservicecommission.independent.gov.uk
info@csc.gov.uk Civil Service Commission Room G/8 1 Horse Guards Road London SW1A 2HQ