Customer Relations Officer

2 weeks ago

Herston, Australia Nucleus Network Ltd Full time

We have an exciting opportunity for a **Participant Success Officer** to join our growing team
- “Advancing medicine, improving lives”_ is our brand purpose at Nucleus Network. As the only global Phase 1 clinical trial specialists with facilities in the USA and Australia, we fulfil our purpose by attracting the best talent.

Since our establishment in 2004, Nucleus Network has conducted well over 1000 Phase 1 clinical trials for biotechnology and pharmaceutical companies from the USA, Europe, Australia, Japan, South Korea, Taiwan and China.

We are defined by our great work culture, commitment to staff development and dedication to provide the best possible work environment.

Come and join us through this exciting journey of expansion and gain world-class experience servicing some of the most innovative biotechnology and pharmaceutical companies globally.

**About the role**

The **Recruitment Department** is currently in an exciting phase of growth and is looking for a **Participant Success Officer **to help support the growth and shape the future of the department. Reporting to the Participant Success Manager, this role will support current operations to increase the current participant experience and retention.

**Key responsibilities**
- Provide support to participants in the ward, assist with clinical operations
- Initiate and implement weekly participant activities in and around the clinic to drive participant experience
- Proactively monitor the Screening calendar and assist with calendar allotment management
- Work closely with Reception and clinical staff to proactively drive retention of participants
- Data entry and performance tracking analysis.
- Calling and follow up of participants from booking to arrival screening experience.
- Responding to participant queries and feedback

**Requirements**:

- Medical research/clinical operations experience would be advantageous
- Previous experience in a customer facing role is preferable
- Must have excellent time management skills with an ability to work in a fast-paced environment
- Able to work independently and effectively in a team
- Maintain a professional level of confidentiality

**Benefits**
- **Meaningful Impact** - _'advancing medicine, improving lives' _of people around the world
- **Professional Growth Opportunities -** We believe in investing in our employees' development
- **Employee Recognition -** Your hard work and achievements will be recognised and rewarded
- **Employee Wellness Initiatives - **We prioritize the health and wellbeing of our employee
- At Nucleus Network we are committed to creating a supportive and inclusive space where every individual feels they can be their full selves. Our policy applies to all aspects of employment, including our hiring and selection process. We are an equal opportunity employer, seeking people from all life stages, backgrounds and life perspectives. Our focus are people who embody our values of drive, teamwork, customer focus and excellence._
- At Nucleus Network, we recognize our responsibility to ensure the safety of our staff, participants, and visitors. As such, Nucleus Network requires all employees to be vaccinated against COVID-19. Vaccination evidence must be provided before the commencement date._

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday
- Weekend availability

Work Location: In person

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