Full timeWe have an exciting opportunity for a Customer Experience Officer to join our growing Brisbane team!Nucleus Network is the only global Phase 1 clinical trial specialist with facilities in the USA and Australia, fulfilling our purpose of "advancing medicine and improving lives" 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.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 roleOur Recruitment Department is currently in an exciting phase of growth and is looking for a Customer Experience Officer (known internally as a Participant Success Officer) to help support 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 responsibilitiesProvide support to participants in the clinicInitiate and implement weekly participant activities in and around the clinicProactively monitor the screening calendar and assist with calendar allotment managementWork closely with reception, clinical staff, and internal stakeholders to proactively drive retention of participantsEngage with participants via telephone and SMS to follow up the booking to arrival screening experienceEnhance the participant experience by identifying and introducing new initiativesWork with internal stakeholders to drive business outcomesData entry and performance tracking analysisResponding to participant queries and feedbackRequirementsMedical research/clinical operations experience would be advantageousPrevious experience in a customer facing role is preferableMust have excellent time management skills with an ability to work in a fast-paced environmentAble to work independently and effectively in a teamMaintain a professional level of confidentialityOnsite position, Monday to Friday (8:30 am to 4:30 pm)If you are interested in applying for this position, please include a CV and cover letter with your application.At Nucleus Network we are committed to creating a supportive and inclusive space where every individual feels they can be their full selves.
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