Role Purpose
This role is responsible for delivering high-quality, timely, and professional responses to medical and pharmaceutical enquiries from customers, including healthcare professionals and patients. It focuses on providing accurate, balanced, and compliant information while ensuring an excellent customer experience.

The role combines scientific knowledge with strong communication skills to deliver meaningful medical content that supports informed treatment decisions, enhances patient care, and promotes transparency in research and information delivery.

Key Responsibilities

1. Enquiries Management

Respond to customer enquiries across multiple channels (e.g. phone, email, digital platforms) in a professional, accurate, and non-promotional manner.
Tailor responses appropriately for different audiences using scientific and medical expertise.
Identify and manage enquiries involving adverse events or product quality complaints, ensuring proper documentation and escalation in line with procedures.
Accurately record all interactions in relevant systems, following Good Documentation Practices.
Use strong communication and technical skills to optimise customer experience.
Contribute to the maintenance and improvement of the internal knowledge database.

2. Operational Excellence

Share best practices and contribute to continuous process improvement.
Maintain up-to-date knowledge of products, therapeutic areas, and organisational processes.
Adapt to changing business needs, including flexible scheduling to support enquiry volumes and continuity.
Participate in ongoing training and development to enhance performance and customer experience.

3. Compliance

Ensure all activities comply with relevant regulations, policies, and procedures.
Support corrective and preventive actions where required.
Participate in audits, inspections, and monitoring activities.
Ensure timely and accurate handling of adverse events and product complaints.

4. Collaboration & Partnership

Build effective relationships with internal stakeholders and cross-functional teams.
Collaborate with partners to support systems, training, and operational processes.

Additional Responsibilities (Depending on Experience)

Scientific Expertise

Research and deliver clear, evidence-based responses to complex medical enquiries.
Maintain knowledge of therapeutic areas, including products, competitors, and disease landscapes.
Engage with professional or scientific communities to share insights and support external initiatives.

Operational Delivery

Support evolving customer needs with a focus on service quality and organisational goals.
Contribute to product launches and new indications.
Drive continuous improvement, standardisation, and content optimisation.
Conduct regular self-review to maintain high-quality standards.

People & Culture

Promote collaboration, shared learning, and a growth mindset.
Contribute to a culture of innovation and empowered decision-making.

Partnership & Outreach

Strengthen relationships with key partners to support strategic objectives and initiatives.

Minimum Qualifications

Degree or equivalent qualification in healthcare, life sciences, pharmacy, or a related field, or relevant professional experience.
Background in healthcare, medical affairs, clinical development, or scientific/medical communications.
Strong communication skills (written and verbal), with the ability to respond empathetically and effectively.
Excellent organisational and time management skills.
Ability to manage multiple priorities under pressure.
Proficiency in standard computer systems and tools.
Fluency in English and additional European languages (Spanish AND Portuguese).

Preferred Skills & Experience

Experience in a medical information or customer support environment.
Strong analytical and problem-solving skills.
Ability to interpret and use data to inform decisions.
Additional language skills.
Business awareness and project management experience.

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