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.

Requirements

Ideally, you’ll have experience supervising or supporting a customer, participant or service-focused team in a busy operational environment.

We recognise that candidates may have developed relevant experience through different career paths and welcome applications from those who can demonstrate many, though not necessarily all, of the skills and experience listed below:

• Experience supporting the day-to-day delivery of a customer, participant, contact centre or operational support service.
• Experience providing guidance, coaching or supervision to colleagues and helping a team deliver consistently high standards.
• Effective communication and interpersonal skills, with the ability to handle sensitive or complex conversations calmly and thoughtfully.
• Good judgement and problem-solving skills, including the ability of knowing when to resolve an issue directly and when to escalate it.
• An organised and adaptable approach, with the ability to balance competing priorities in a changing environment.
• A collaborative approach and confidence working with colleagues across different teams to resolve issues.
• Experience monitoring service quality, performance or operational activity and using information to identify improvements.
• Strong attention to detail and an understanding of the importance of following agreed processes and handling participant information appropriately.
• Experience using digital systems and learning new tools and processes.
• A commitment to providing an inclusive, supportive and positive experience for participants and colleagues.

Hiring Process 

We feel hiring should be transparent and give you a real sense for what Our Future Health is like. Here's what you can expect from our remote process: 

• Initial chat with our Talent team (30 min) to get to know each other, discuss the role, and answer any questions you have.
• Competency based interview with a small cross-functional panel with your potential new manager and some of your stakeholders (60 min). It is designed to get a sense of how you collaborate and with stakeholders, and how you'd approach the real-world responsibilities of this role.

Benefits

From £40,000 per annum basic salary.

• Generous Pension Scheme – We invest in your future with employer contributions of up to 12%.
• 30 Days Holiday + Bank Holidays – Enjoy a generous holiday allowance with the flexibility to take bank holidays when it suits you.
• Enhanced Parental Leave – Supporting you during life’s biggest moments.
• Cycle to Work Scheme – Save 25-39% on a new bike and accessories through salary sacrifice.
• Home & Tech Savings – Get up to 8% off on IKEA and Currys products, spreading the cost over 12 months through salary sacrifice.
• £1,000 Employee Referral Bonus – Know someone amazing? Get rewarded for bringing them on board!
• Wellbeing Support – Access to Mental Health First Aiders, plus 24/7 online GP services and an Employee Assistance Programme for you and your family.
• A Great Place to Work – We have a lovely Central London office in Holborn, and offer flexible and remote working arrangements.

Join us – let’s prevent disease together.

Closing date: 30 November, at 5:00 pm

We may close this vacancy earlier than the advertised closing date if we receive a high volume of applications, so we encourage you to apply as soon as possible.

At Our Future Health, we recognise the importance of having a diverse workforce and ensuring that all candidates, regardless of their background, have equitable access to our application process. We proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to let us know if they require any reasonable adjustments as part of their application process.

If you do require any reasonable adjustments, please email us at talent@ourfuturehealth.org.uk