Study Support Supervisor

We have an exciting opportunity for a Study Support Supervisor to join our Study Support team and help us deliver a responsive, high-quality service to people taking part in Our Future Health.

The Study Support team plays an important role in supporting participants throughout their journey with Our Future Health. The team provides information, guidance and practical support, helping participants navigate the programme and ensuring their questions and issues are handled with care, accuracy and efficiency.

As Study Support Supervisor, you’ll support the day-to-day running of the Study Support service, providing guidance and oversight to the team and helping colleagues deliver a consistently positive participant experience. You’ll be a key point of support for more complex queries and operational issues, while helping the team work effectively, maintain high standards and respond to changing priorities.

Despite big improvements in healthcare in our lifetimes, today millions of people in the UK still live in poor health as they get older. Diseases like cancer, dementia, diabetes, and heart disease affect the lives of many people in our communities. Our goal is to create a world-leading resource for health research, to improve our understanding and spot the patterns of how and why common diseases start, so treatments can begin sooner and be more effective.

Our Future Health is the UK’s largest ever health research programme, bringing people together to develop new ways to detect, prevent and treat diseases. We are a charity, supported by the UK Government, in partnership with charities and industry. We work closely with the NHS and with public authorities across all nations and regions of the UK.

What you’ll be doing:

In this role, you’ll help oversee the day-to-day delivery of the Study Support service and support the team to provide an effective and participant-focused experience. Your key responsibilities will include:

• Supporting the day-to-day operation of the Study Support Centre, helping ensure participant enquiries are handled efficiently, accurately and in line with agreed processes.
• Providing day-to-day guidance and support to Study Support colleagues, helping them manage queries and resolve more complex or sensitive issues.
• Acting as an escalation point for participant enquiries and operational issues, working with colleagues across Our Future Health where additional input is required.
• Supporting the team to maintain high standards of service, quality and consistency across participant interactions.
• Helping manage workloads and priorities across the team, responding flexibly to changes in demand and emerging operational needs.
• Supporting colleagues through coaching, feedback and knowledge sharing, and helping new team members build confidence in processes and systems.
• Monitoring service activity and identifying recurring issues, trends or opportunities to improve the participant experience and the way the team works.
• Working closely with colleagues across Study Support and the wider organisation to resolve issues and support smooth delivery of the programme.
• Supporting the implementation of new processes, guidance and ways of working within the Study Support team.
• Contributing to appropriate reporting, quality checks and continuous improvement activity.

As part of the role, you’ll also participate in an on-call rota, approximately one weekend per month and some mornings, providing additional support where needed.