At Our Future Health, we’re building one of the UK’s most ambitious health research programmes, and our participants are at the heart of everything we do. We’re looking for a Participant Support Advisor who is passionate about helping people, solving problems, and making a real impact on participant experience.
You’ll be the first point of contact for thousands of people taking part in groundbreaking health research. Every interaction you have will help ensure participants feel supported, informed, and valued throughout their journey.
From answering questions to resolving issues and supporting new sign-ups, you’ll play a key role in helping us grow and deliver an exceptional participant experience.
Our Study Support team can live and work anywhere within the UK, with quarterly visits to our London office.
What you will do:
- Acting as a friendly and professional first point of contact via phone and email
- Supporting participants with registration, consent forms, questionnaires, and surveys
- Providing clear guidance and troubleshooting issues throughout the participant journey
- Handling queries, concerns, and complaints with empathy and care
- Working closely with internal teams and external partners to ensure seamless support
- Escalating complex queries where needed, ensuring all key information is captured
- Contributing to team goals and supporting the training of new team members
- Advocating for the participant perspective across the organisation
- Helping to compile data and produce reports for stakeholders
Requirements
- Experience in a customer-facing or contact centre role
- Familiarity with support platforms like Zendesk or Freshdesk
- Excellent communication skills — both written and verbal
- A natural ability to engage with people in a polite, empathetic, and professional way
- Strong understanding of confidentiality and data protection
- A passion for delivering high-quality customer service
- Ability to explain complex or scientific information in a simple, accessible way
- Strong organisational skills — able to manage multiple priorities and deadlines
- Confident using tools such as Microsoft Word, Excel, Outlook, and PowerPoint
- Ability to analyse and present data clearly
- Fluency in English (additional languages such as Welsh, Polish, Punjabi, Urdu, Gujarati or Bengali are a bonus)
Benefits
- Salary from £35,000.
- Generous Pension Scheme – We invest in your future with employer contributions of up to 12%.
- 30 Days Holiday + Bank Holidays – Enjoy a generous holiday allowance with the flexibility to take bank holidays when it suits you.
- Enhanced Parental Leave – Supporting you during life’s biggest moments.
- Cycle to Work Scheme – Save 25-39% on a new bike and accessories through salary sacrifice.
- Home & Tech Savings – Get up to 8% off on IKEA and Currys products, spreading the cost over 12 months through salary sacrifice.
- £1,000 Employee Referral Bonus – Know someone amazing? Get rewarded for bringing them on board!
- Wellbeing Support – Access to Mental Health First Aiders, plus 24/7 online GP services and an Employee Assistance Programme for you and your family.
- A Great Place to Work – We have a lovely Central London office in Holborn, and offer flexible and remote working arrangements.
Join us - let’s prevent disease together.
Closing date for applications: 9am, Thursday 16th April.
At Our Future Health, we recognise the importance of having a diverse workforce and ensuring that all candidates, regardless of their background, have equitable access to our application process. We proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to let us know if they require any reasonable adjustments as part of their application process.
If you do require any reasonable adjustments, please email us at [email protected]