This role is the first point of contact for incoming customer requests within the obesity private market across the UK & Ireland.
You will manage enquiries coming in through multiple channels (field teams, email, phone, web, events), quickly understand the need, and decide how best to handle or route each request.
Some enquiries you will resolve directly using approved materials. Others will be passed to the right internal teams or digital resources.
The aim is to provide a fast, consistent, and compliant customer experience, while making sure specialist teams focus on higher priority accounts.
What You’ll Do
Customer Contact & Understanding Needs
- Act as the first point of contact for customer enquiries
- Speak with customers to understand:
- Their business and care model
- Size, scale, and potential of the account
- Type and urgency of support needed
- Use a structured approach to prioritise requests
- Support customers into appropriate digital journeys where relevant
Managing & Routing Requests
- Respond to simple product-related questions using approved materials
- Route more complex or high-priority enquiries to the right internal teams (field teams, medical, etc.)
- Direct standard or repeat queries to self-service digital resources
- Ensure clear and accurate handovers so follow-up is seamless
Customer Experience & Compliance
- Deliver a professional, consistent, and compliant customer experience
- Ensure only approved and up-to-date materials are shared
- Record all interactions accurately in internal systems
- Follow all company policies and industry compliance requirements
What You’ll Need
- Experience as a pharmaceutical sales representative with relevant certification (e.g. ABPI or equivalent)
- Good understanding of pharma compliance standards
- Experience in a customer-facing, coordination, or triage role (ideally within healthcare or a regulated industry)
- Strong communication and listening skills
- Ability to prioritise and manage multiple requests
- Comfortable using digital tools and Microsoft Office
- High attention to detail and strong organisation skills
- Collaborative mindset and ability to work cross-functionally
- Proactive, adaptable, and eager to learn
Nice to Have
- Experience in obesity, diabetes, or related therapy areas
- Exposure to brand or marketing support in pharma
- Experience with systems such as Veeva PromoMats
- Experience working across teams or influencing without formal authority
- Willingness to travel occasionally (up to 20%)
We are an equal opportunities Recruitment Business and Agency. We welcome applications from all suitably qualified candidates regardless of their race, sex, disability, religion/belief, sexual orientation or age.
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