Customer Care Officer

Job overview

The post holder will function as a member of the Haematology Research Unit team. Responsibilities include day-to-day Trial administration duties such as filing, kit inventory, booking couriers, research data entry, data presentation and assist in trial co-ordination in compliance with Good Clinical Research Practice and the European Directive.

Main duties of the job

Admin tasks to include reconcile commercial and non commercial invoicing filing, data entry, data management and query resolution.

sample processing, kit inventory, ISF maintenance and tracking, attend meetings, record meetings and circulating to wider teams.

Working for our organisation

The Trust provides a full range of local and specialist services across its five sites. In June 2026, we launched our new strategy for 2026-31. Our vision is to transform healthcare, and we have agreed six strategic ambitions to help us improve care for patients, and the working lives of our staff.

Our six strategic ambitions are delivering high-quality patient care ; creating a great place to work ; leading pioneering research, innovation and education ; building strong and successful partnerships ; providing timely and efficient care ; and ensuring long-term financial sustainability .

We have also agreed four new organisational values – Caring, Collaborative, Inclusive, Innovative – and these underpin everything we do, and how our teams interact with the patients under our care.

We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.

King’s is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone’s contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust’s carbon emissions, waste and pollution wherever possible.

Detailed job description and main responsibilities

· To function as a member of the Trials team through provision of dedicated administrative support to the clinical trials team. Working in a team to co-ordinate data collection for a caseload of patients participating inlocal, national and international trials in various treatment modalities and disease types. Disseminate information to consultants regarding new trials (including those on the NIHR. Liaise with clinical staff to record organise and ensure the timely administration of treatment and any necessary follow up investigations and visits. Assist in reviewing and recording treatments, adverse events, toxicities and response to treatment. Organise the collection, storage and shipment of protocol specific samples.

· In discussion with research, nurses and trial investigators report adverse and serious adverse events to the relevant personnel and act as required. Maintain contact with and provide ongoing information and support to the patient in a sensitive and professional manner. Ensure trial protocols are adhered to and that all personnel involved in trials are aware of any changes or protocol amendments. Liaise with trial centres and relevant departments in order to promote a good working environment and ensure the smooth running of clinical trials for patients. Ensure that clinical trial databases and logs are maintained. Ensure the confidentiality of verbal, written and computerised information. Plan, prepare and participate in monitoring visits and respond to trial data queries. Provide information to allow invoice to be raised for payments where appropriate. To arrange for the collection, and where necessary, processing of blood and tissue samples of patients according to the study protocol.

· To ensure the safe and timely transport of patient samples as requested by the study protocol.

· Attend relevant education and training days/programmes as appropriate.

· Attend local and national meetings and feedback to members of the team.

· Provide support to other colleagues as required.

Person specification

Essential

Essential criteria

• BSc Life Science degree
• GSCE standard or equivalent
• Knowledge and experience with Multidisciplinary team and internal & external stakeholders
• Previous experience within haematology-oncology; or research
• Communication Skills
• Sample processing & handling
• Experience working with Microsoft office
• Analytical Skills
• Previous Data Collection, entry & filing or audit
• Ability to work in a team
• Planning and Organisation skills

Desirable criteria

• GCP R3 qualification
• Sample processing & handling

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Please review the documentation on our recruitment microsite, particularly the Trust’s criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Please note that the closing date is given as a guide. On occasion, we might close a vacancy early due to a high number of applications being received. You are advised to submit your application as early as possible to avoid disappointment.

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• might not be specific or relevant enough to address the criteria in the recruitment profile
• often seem generic and not personalised enough – an AI response won’t show your unique voice and perspective
• could misrepresent information about you, such as your qualifications, skills and experience

We monitor applications for any behaviour that could create an unfair advantage, and we check all references carefully. You are likely to be tested on your experience at interview, so be honest and make sure all the information in your application is correct.

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King's Health Partners Academic Health Science Centre Website

King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.