About the job

Job summary

We are currently looking for a Sales Delivery Manager to join our Customer Experience Centre (Sales Team) within the Communications & Engagement group.

This is a full-time opportunity, on a permanent basis. The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU/South Mimms, Hertfordshire. Please be aware that this role can only be worked in the UK and not overseas.  

Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.

We are currently implementing a flexible, hybrid way of working, with a minimum of 4 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 8 days a month, with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly. Remote working is potentially available for some specific roles. Please discuss this with the recruiting manager before accepting an appointment. 

The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.  

Communication & Engagement are both the voice of, and entry point to, the MHRA.

The Customer Experience Centre is the entry point for most contact with the MHRA, whether by email or telephone, responding to queries and requests of all types, from patients, public, industry and others.

Job description

What’s the role?

• Part of the MHRA Sales leadership team. The team are dealing with customer requests & enquiries from all over the globe.
• Playing a key role in public health across the world.
• A fast-paced role, supporting and interacting with multiple areas across MHRA.

 

Key responsibilities: 

• Lead the delivery of the NIBSC and BPCRS sales functions through the management of a team of CEC Sales Specialists and in collaboration your peers, setting priorities, motivating staff to fulfil their potential and deliver service levels to agreed targets through learning and development, building the concept of continuous improvement into the team objectives.
• Deliver a smooth operational service that maximises sales of both functions, liaising with dispatch teams and providing excellent customer service to an international customer base with robust quality check measures in place across the team. Explore the opportunities provided by flexible working and the impact these will have on day-to-day service delivery, using this to inform the future operating model of the team.
• Support the work of the Customer Experience Centre strategy, reviewing customer journey mapping and improving end to end processes for the two sales functions (NIBSC and BPCRS), identifying where improvements and efficiencies can be made.
• Represent Customer Experience Centre at Group level and on cross-Agency groups in areas of expertise, sharing information about service performance, developments, and feedback. Being alert to campaigns or developments that may impact the team and/or increase demand. Capable of using communications skills to develop interesting, accessible content and implement this across a range of channels. 

Person specification

 

• Experience of successfully managing the operational delivery of a busy customer service environment with proven ability of delivering a high level of customer service and resolving customer disputes
• Proven people management experience with the ability to support the personal development of individual team members and align individual objectives with the wider team.
• Develop and foster cross Agency working relationships outside own team and identify opportunities to share knowledge, information, learning and continuous improvement.
• Excellent IT skills – use of MS Office (including excel) and other databases such as document control systems and/or CRM and use these skills to articulate service performance and delivery to senior leaders. Demonstrate knowledge and experience of working in a quality regulated environment e.g. ISO9001, GMP/GDP
• You are confident to lead a team to drive forward a shared goal. You take into consideration everyone’s individual needs and create a genuine team spirit.

If you would like to find out more about this fantastic opportunity, please read our Job Description and Person Specification! 

 

Please note: The job description may not open in some internet browsers. Please use Chrome or Microsoft Edge. If you have any issue viewing the job description, please contact careers@mhra.gov.uk 

Benefits

Alongside your salary of £42,869, Medicines and Healthcare Products Regulatory Agency contributes £11,574 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

We use the Civil Service Success Profiles to assess our candidates, find out more here. 

 

• Online application form, including a statement of suitability, attached as a PDF of no more than 750 of words demonstrating how you meet the person specification. Please ensure all application questions are completed in full; your application may not be considered if any responses are left blank. Our applications are CV blind, and our Hiring Managers will not be able to access your CV when reviewing your application.Please ensure not to include any personal identifying information on your supporting information.
• Interview, which can include questions based on the Behaviour, Experience, Technical and Strengths Success Profiles.

 

Applicants are assessed on whether they meet any mandatory requirements as well as the necessary skills and experience for the role. Applications are scored based on the statement of suitability provided. You can view the criteria for this role in the job description.

Applicants must ensure that anything submitted must be factually accurate and truthful. Plagiarism ‘can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.

 

If you require any disability related adjustments at any point during the process, please contact careers@mhra.gov.uk as soon as possible. 

  

Closing date: 17th March 2024

Shortlisting date: w/c 18th March 2024

Interview date: w/c 25th March 2024

Candidates will be contacted within a week of the sift and the interviews completed to inform them of the outcome.

 

If you need assistance applying for this role or have any other questions, please contact careers@mhra.gov.uk 

 

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. Further information on whether you are able to apply is available here. 

Successful candidates must pass a disclosure and barring security check as well as animal rights and pro-life activism checks. People working with government assets must complete basic personnel security standard checks.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Any move to the MHRA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility here.

 

Successful candidates may be subject to annual Occupational Health reviews dependent on role requirements. If you have any queries, please contact careers@mhra.gov.uk.

 

In accordance with the Civil Service Commissioners’ Recruitment Principles our recruitment and selection processes are underpinned by the requirement of selection for appointment on the basis of merit by a fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should firstly contact Mira Mepa, Head of Recruitment and Operations, Mira.Mepa@mhra.gov.uk.  

 

If you are not satisfied with the response you receive, you can contact the Civil Service Commission at: civilservicecommission.independent.gov.uk 

 

info@csc.gov.uk 

Civil Service Commission 

Room G/8 

1 Horse Guards Road 

London 

SW1A 2HQ 

 

 

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.