Participant Engagement

Closing date: Friday 23rd October 2026

Working hours: 37.5 hours per week (inc. evenings and occasional weekend hours)

The Participant Engagement role will support delivery of the study by contacting potentially eligible participants across different engagement methods, including email, SMS and direct phone calls. The role will involve providing clear information in line with the latest study requirements, supporting participants to book suitable study appointments, updating relevant systems including CRIO, and ensuring any participant or clinical queries are escalated to the medical team as appropriate. The role requires a strong telephone manner, clear communication skills and a tenacious approach to completing tasks in support of study objectives.

Principle Duties:

·       Follow the agreed study process and communication plan when engaging with participants.

·       Manage inbound expressions of interest, review and triage new patient interest, and maintain the live patient queue to support efficient patient flow.

·       Contact potentially eligible participants via telephone, text and email, providing clear study information and supporting them to book suitable appointments in line with current scheduling requirements.

·       Ensure timely first contact, ongoing follow-up, repeated chase activity and reminder communications where required.

·       Maintain momentum with patients who are warm, pending or partially engaged, supporting re-engagement activity where appropriate.

·       Support booking-related communication and prepare patient handovers for the wider study or site team.

·       Support the request and follow-up of GP records, ensuring progress and outstanding actions are tracked appropriately.

·       Complete the agreed phone questionnaire or pre-screening process against broad agreed criteria, capturing relevant patient information accurately.

·       Maintain accurate records in CRIO and any study trackers, updating notes, contact attempts, outcomes, status changes, next steps, appointment status and progression through the funnel in a timely manner.

·       Identify and escalate participant, eligibility, clinical, medical, protocol-specific or process queries to EMS/site staff, the medical team or the appropriate project contact in line with escalation pathways.

·       Work to pre-agreed targets, including participant contact volumes, appointment booking targets and timelines required to support study delivery.

·       Ensure the live queue remains current and workable, tracking drop-off points, non-response and other relevant funnel outcomes where known.

·       Highlight bottlenecks, quality issues or process gaps affecting patient throughput, and provide practical feedback to support ongoing optimisation of study delivery.

·       Provide data and information breakdowns for the study team as and when requested.

·       Always maintain confidentiality and integrity of participant information and records.

·       Any other reasonable task as instructed by your line manager.

Experience

Experience within a customer service or telephone-based engagement role will be advantageous, alongside basic computer skills and an excellent telephone manner.

Skills

Excellent communication skills, strong telephone manner and a participant-focused approach.

Ability to work to targets within a fast-paced environment, with a tenacious attitude towards completing tasks.

·       Strong attention to detail

·       Experience of working with all office packages including Excel, PowerPoint and Word

Requirements

Full UK residency and hold a valid driving license and have suitable transport provisions if required to work in the office (public transport is not recommended due to location of offices)

Benefits

You work hard for us and we work hard for you. Its that simple. and we know it sounds too good to be true (we hear that a lot). But trust us, this could be the best decision you make.

• Bank Holidays, plus 25 days annual leave, increasing to 28 after 5 years
• Buy and Sell Holidays
• Enhanced Maternity and Paternity Leave
• 1 occasion day each year; this could be your child's first day of school, their nativity play, or your own birthday - the choice is yours!
• Medical Cash Back Plan
• Cycle to work Scheme
• Well being support from our qualified Mental health First Aiders, as well as Via our health scheme.

If you want to join us as our Participant Engagement team member - Click apply now!!