Call Centre Agent

Fortrea; Leeds; Remote; GBP 22,000 - 30,000; Full time

Job description

Home-based, UK. Competitive basic salary + monthly bonus. 25 days holiday (+ public holidays), pension, healthcare insurance, life and accidental death insurance, income protection insurance, employee discounts, and flexible benefits.

What if your telephone skills are what we need to make new medicines safer for patients?

Fortrea's cutting-edge Clinical Research Unit in Leeds is the crown jewel of our global operations.
Dedicated to Phase I clinical trials, this 65,000 ft² facility is where life-saving medicines begin their journey.

You’ll be part of a team that asks one crucial question: will this new medicine be safe? Every day, you'll witness groundbreaking research in action. And when a medicine you've worked on is approved, you'll know you've helped change lives across the globe.

We are growing our Call Centre team and now seeking our next Call Centre Agent.

THE BENEFITS OF WORKING WITH US

• Work from home: We are offering this as a fully remote job - with occasional visits to our new state of the art, Leeds clinic once per month.
• Training: Your first four weeks will be spent on-site in Leeds for thorough training and team building.
• Flexibility: You will work a 37-hour week, typically from 8 AM to 4 PM, and we need you to be flexible to work extended hours on two days per week (8 AM-8 PM).

ON A NORMAL DAY, YOU WILL...

You will build and maintain Fortrea’s Study Participant database of healthy volunteers and patients for clinical trials. You see how important this is for us: we need the right person, on the right study within the right timeframe - so the ability to work towards deadlines whilst balancing quality of work is a must.

And this is what you will not do: Cold calling. You don't have to go out there to find participants: Fortrea has been conducting clinical research studies for more than 30 years, so we have our own pool of interested individuals.

Your main responsibilities will be:

• Phone Screening new study participants... and be an active LISTENER: collect participant’s demographic data, perform medical history questionnaires, create new profiles in the database, accurately entering individual’s information in the system.
• Assessing Suitability: You’ll assess the suitability of potential volunteers and match them to the right clinical trial based on their medical history and therapeutic indication.
• Explaining Studies: Effectively communicate the importance of the clinical trial to participants, ensuring they fully understand all necessary details before making the decision to participate.
• Scheduling Appointments: Organize appointments for qualified participants ensuring all logistical arrangements are coordinated efficiently.

WHO YOU ARE

We need you to bring previous home working experience.

This job relies heavily on your communication and telephone skills:

• Previous Call Centre experience is ideal, but we’ll also consider applications from customer service, retail sales, technical support, help desk or similar fields.
• Excellent communication skills: You'll be an empathetic listener, able to respond confidently to volunteers' emotions while maintaining professionalism and courtesy.
• IT proficiency: Basic knowledge of Microsoft Office (Outlook, Word, Excel).
• Education: You should have at least a GCSE-level education.

The nature of the work is fast-paced, and priorities change rapidly, last minute deadlines are not uncommon, so you are confident adapting to change and prioritizing.

While experience in clinical trials is a bonus, it’s not a necessity - we provide full training with our doctors to teach you everything you need to know.

This is a fantastic opportunity to be part of a pioneering company and contribute to groundbreaking medical research. Apply now and be part of an extraordinary journey!

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Learn more about our EEO & Accommodations request here.