Participant Contact Centre Advisor

UK Biobank Limited; Cheadle; Hybrid; GBP 28,000; Full time

Job summary

A prominent health research organisation is seeking a Participant Contact Centre Advisor in Cheadle. This role involves providing support to participants in a groundbreaking health study and requires excellent communication and customer service skills. Candidates should have contact centre experience and be confident in using CRM systems. The position offers a comprehensive benefits package, including annual leave, a pension scheme, and opportunities for professional development. A hybrid work model will be available.

Benefits

26 Days’ Annual Leave

Holiday Buy Scheme

Birthday Leave

USS Pension Scheme

Healthcare Cash Plan

Enhanced Family Leave

Cycle to Work Scheme

Season Ticket Loan

Professional Subscriptions

Learning budget

Free On‑Site Gym

Subsidised Canteen Lunches

Free Car Parking

Employee Discounts Portal

Employee Assistance Programme

Annual Flu Vaccination

Life Assurance Cover

Qualifications

• Experience in customer service, particularly in a contact centre environment.
• Patience and empathy when interacting with diverse individuals.
• Organised approach to work.

Responsibilities

• Provide professional and courteous support to participants.
• Handle requests for information and answer queries.
• Promote ongoing engagement through calls and emails.

Skills

Excellent communication skills

Experience handling inbound and outbound calls

Confidence using a CRM system

Job description

Participant Contact Centre Advisor

Application Deadline: 25 January 2026

Department: PCC

Employment Type: Permanent

Location: Cheadle

Reporting To: Participant Contact Centre Team Leader

Compensation: £27,610 / year

Description

Be the voice that enhances our participants' journey

Our Participant Contact Centre at UK Biobank is truly unique. The team plays a pivotal role in the largest health study of its kind, maintaining ongoing engagement with all 500,000 participants. Our service sits at the heart of this mission, ensuring that every participant's experience is exceptional.

Join our 25‑member PCC team as an Advisor in Stockport, and you'll be contributing to ground‑breaking scientific discoveries that enhance global health. You'll work in an inspiring, inclusive environment where everyone takes pride in their contributions and the way they achieve them.

Can you do it?

In essence, this role embodies the external 'face and voice' of our organisation – providing professional, friendly and courteous support to UK Biobank participants, handling requests for information, providing guidance and answering queries, booking appointments and dealing with various after‑call administrative tasks.

Every member of the PCC team takes pride in making a significant impact on each participant, understanding the importance of patience and empathy when interacting with individuals from diverse backgrounds and age groups.

You’ll be promoting ongoing engagement with our volunteers through incoming and outgoing calls, as well as emails. Given the importance of our work, you’ll also be answering calls from the media, members of the public and health professionals eager to know more about a project that is driving innovation in health across the world.

Is this you?

This role is perfect for those who excel in people‑oriented positions. Many of our team members have backgrounds in customer service, although contact centre experience is key, highlighting the importance of a compassionate and understanding approach. You will need;

• Excellent communication skills and an organised approach to your work.
• Experience of handling inbound and outbound*=calls in a contact centre.
• Confidence in using a CRM system and following standard operating procedures.

To find out more about the team please visit https://www.ukbiobank.ac.uk/about-us/careers/teams/participant-contact-centre/

The working pattern Vous Monday to Friday with shift patterns between 8:00am & 7.00pm and opportunity for hybrid working. Located in Greater Manchester (initially based in Stockport with a move to Manchester Science Park mid to late 2026).

Our passion for diversity and equality means creating a work environment for all employees that is welcoming, respectful, engaging, and enriched with opportunities for personal and professional development.

Your Wellbeing Matters to Us

We’re proud to offer a benefits package that supports your health, financial security, and work‑life balance – right from day one. Here’s what you can look forward to as part of our team:

• 🗓️ 26 Days’்கிற Annual Leave – Plus Bank Holidays, increasing with length of service.
• ➕ Holiday Buy Scheme – Purchase künd up to one additional week of leave per year.
• 🎂 Birthday Leave – Enjoy a paid day off to celebrate your birthday.
• 🏦 USS Pension Scheme – Hybrid defined benefit/defined contribution pension plan.
• 🏥 Healthcare Cash Plan – Claim back costs for everyday health expenses.
• 👶 Enhanced Family Leave - Available from day one for maternity, paternity, and adoption.
• 🚴 Cycle to Work Scheme – Save on a new bike and accessories.
• 🚆 Season Ticket Loan – Interest‑free loan to help with commuting costs.
• 📄 Professional Subscriptions – Reimbursement where applicable.
• 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth.
• 🏋️ Free On‑Site Gym – Stay active with access to our gym facilities.
• 🍽️ Subsidised Canteen Lunches – Enjoy healthy meals at reduced prices.
• 🚗 Free Car Parking – On‑site parking available for staff.
• 🛍️ Employee Discounts Portal – Access to savings across retail, travel, and more.
• 📞 Employee Assistance Programme – Confidential support for personal and work‑related issues.
• 💉 Annual Flu Vaccination – Stay protected with free flu jabs.
• 🛡️ Life Assurance Coverimbra Financial protection for your loved ones.

#LI‑Hybrid

The job advert closing date may change, so we recommend that if you are planning to apply that you do so without delay.