Location - Reading
Contract : 12 months
Role Overview
The Customer Engagement Associate serves as the first point of contact for inbound enquiries across the companies private market. This role manages requests coming through multiple channels, conducts structured discovery conversations, and applies a framework to ensure each customer receives the right level of support.
The position plays a key role in delivering a professional, compliant, and consistent customer experience, while enabling specialist teams to focus on high‑priority accounts.
Key Responsibilities
Customer Intake & Qualification:
- Act as the initial contact for inbound customer enquiries via email, phone, web, events, and field team referrals.
- Conduct structured discovery conversations to understand the customer’s service model, business size, growth potential, and support needs.
- Assess urgency and complexity of requests using a defined triage and prioritisation framework.
- Initiate digital engagement journeys and provide feedback to brand teams on customer needs and trends.
Triage & Routing:
- Handle straightforward, on‑label product enquiries using approved materials.
- Route complex or high‑priority enquiries to the appropriate internal teams (e.g., business managers, medical teams, B2B specialists).
- Direct standard or repeatable enquiries to approved digital resources and self‑service tools.
- Provide clear, concise handover notes to ensure smooth follow‑up by internal stakeholders.
Customer Experience & Governance:
- Deliver a professional, compliant customer experience across all touchpoints.
- Ensure all shared information aligns with the latest approved materials.
- Accurately document interactions, decisions, and outcomes in CRM and tracking systems.
- Maintain strict adherence to compliance standards, policies, and ethical guidelines.
Key Skills & Experience:
- Experience as a Pharmaceutical Sales Representative and ABPI‑certified (or equivalent).
- Strong understanding of the ABPI Code of Practice or similar compliance frameworks.
- Experience in customer‑facing, coordination, or operational roles within healthcare, pharmaceuticals, or other regulated environments.
- Excellent communication and listening skills, with the ability to run structured discovery conversations.
- Strong teamwork and interpersonal skills; comfortable working cross‑functionally.
- Ability to assess, prioritise, and route enquiries using defined frameworks.
- Strong organisational and project management abilities; able to manage multiple tasks and deadlines.
- Confident using digital channels and Microsoft Office tools.
- High attention to detail with strong documentation skills.
- Proactive, enthusiastic, and eager to learn.
Desirable Skills:
- Experience supporting brand or marketing activities in regulated environments.
- Familiarity with promotional material approval systems
- Leadership skills, especially in cross‑functional collaboration and decision‑making.
- Ability to travel occasionally for meetings or events (up to 20%).