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Nursing Clinical Research Operations Lead – Ellesmere Port & Agile The person for this role needs to have experience in clinical trials but also needs to be comfortable with managing a team and looking after them which could include rota planning etc. They would like this person to live within a commutable distance to their head office, this role is more suited to a hybrid approach so they can work closely as a team. The head office in Ellesmere Port, and they would probably be expected to come in once or twice a week. About the Role Reporting to the Head of Clinical Operations you will be an integral member of the Healthcare Clinical Operations Team. You will assist the Head of Clinical Operations in the oversight of all clinical research projects, and lead on the management of clinical operations activity including staffing, delivery and managing the team of regional staff who will provide clinical oversight to the community research unit teams. You will be responsible for ensuring that clinical operations run smoothly to facilitate delivery to time and target across the portfolio. You will ensure that sites are delivering clinical research at a high quality and within a safe clinical research environment, manage clinical operations including nursing and research practitioner activities related to clinical trials, from initiation to close out according to ICH-GCP guidelines and regulatory requirements. This includes the safe, quality and patient-centred care of all of the research participants. You will also ensure commercial success through the successful recruitment and delivery of clinical trials by providing professional leadership to all direct reports and being responsible for the training, professional development, and supervision of your team. Be involved in developing systems and processes, and maintain an agile, competent, flexible research delivery team. You will develop excellent relationships across the different divisions within the organisation as well as all client contacts. You will be involved in reviewing and assessing the feasibility of pipeline studies and from that building on the wider client contact base. Responsibilities • Work in collaboration with cross-functional teams within to ensure timelines, KPIs, budgets and quality standards are met., • Overseeing and managing day-to-day clinical operations, ensuring the effective delivery of clinical research projects to time and target and in accordance with study protocols, ICH-GCP, and applicable regulatory requirements., • Responsible for maintaining high-quality standards across the department as set out in, SOPs, departmental objectives, and KPIs., • Build, manage, lead and motivate an integrated, inclusive and flexible team, ensuring that people with the right range of skills and experience are recruited and retained, and that their skills and professional capabilities are maximised., • Ensure appropriate onboarding of employees and provide training and support for all direct reports to ensure no knowledge gaps within the role are present., • Support and oversee study set-up, study activities throughout the study duration and close out activities., • Develop contingency plans and problem-solving strategies to address identified risks., • Provide support and oversee action plans to address any areas of concern to create a quality and continuous development culture., • Provide effective direction, leadership, and development of the clinical team and portfolio in support of the business., • Promote and nurture a professional, welcoming, and pleasant environment for staff and participants to ensure effective team working., • Manage administrative aspects of Line Management (Timesheets, expenses, performance reviews, etc.) of direct line reports., • Contribute to SOP update and process improvements for the Clinical Operations Department and across the business as required., • Facilitate and ensure effective communication, by participation in regular clinical team, multidisciplinary, project strategy, feasibility, and core study meetings., • Enthusiasm to provide recommendations to help develop the Clinical Trials division and support the organisations Business Development Team to review research protocols and assess feasibility of new studies., • Attend pre-study site selection visits, site initiation visits for any new study and keep up to date with any changes with study protocols., • Identify, develop, coordinate, and deliver training, complete competency checks and education requirements for clinical team and others within the organisation as required., • Contribute to working groups, initiatives, training and other commitments to support the growth of EMS Healthcare., • Ability to visit Research Units, attend client meetings and travel throughout the UK., • To support and participate in internal and external audits and regulatory inspections. Qualifications • NMC Registered Nurse, • A scientific degree, post graduate qualification or equivalent, • Good Clinical Practice Training, • Good working knowledge of clinical trial regulations, good clinical practice (GCP) guidelines and other frameworks, and their implications for clinical trials research. Required Skills • Substantial Experience as a Senior Clinical Research Lead with a minimum of 5 years working in a clinical research setting, • Strong leadership skills and a proven history of leading teams., • Experience of staff management and development, clinical supervision and monitoring, • Experience of delegating responsibilities and prioritising workload, • Wide ranging experience in the conduct of clinical trials, including commercial trials, • Experience of working on clinical trials involving ‘Clinical Trials of Investigational Products (CTIMPs)., • Ability to monitor the quality of own and others work, • Experience of audits and regulatory inspections, • Experience of developing and implementing policies and procedures, • Ability to deal with conflict situations and experience of handling clinical incidents and complaints., • Understanding and rising to the challenges in research delivery (including non-traditional research settings), • Experience in Clinical Procurement and Vendor, • Excellent IT skills and proficient in using Microsoft Office., • Excellent communication and presentation skills, • Ability to establish/maintain good relationships with sites/colleagues/clients, • Ability to make decisions independently / Strong problem-solving skills, • Self-motivation to research and understand the healthcare sector and NHS markets., • A flexible approach to work Preferred Skills • Full UK residency and hold a valid driving license and have suitable transport provisions (public transport is not recommended due to location of offices), • Able to travel throughout the UK and Overseas if required Pay range and compensation package Up to £65k per annum

If you're keen to earn great bonuses and enjoy a role that keeps you on your toes, this is the job for you! What will you be doing as a Customer Service Advisor? Speaking with customers to understand their needs and ensure they remain satisfied Resolving queries and complaints quickly and pro

Business Unit: Customer SupportSalary range: £23,600 - £35,400 DOE per annum + BenefitsLocation: Hybrid with travel to a local hub – Glasgow, Gosforth or LeedsContract Type: Permanent, Full Time Our TeamOur Financial Care team brings together operational areas who provide support customers who are experiencing financial difficulty and struggling with their Mortgage payments. This role is critical not only supporting colleagues but also responding to emerging risks which the nature of the work brings with it. Customer experience is at the heart of everything that the Financial Care team do, and we’re continually looking for ways to improve this experience through continuous improvements and customer journeys. What you’ll be doing• Managing a team of up to 14 who deliver a heartfelt service to our customers and manage tasks all in an empathetic and supportive manner.• Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.• Leading and promoting a Continuous Improvement culture to increase operational effectiveness.• Analysing demand data to understand type, frequency and variation in demand and using it to eliminate waste and drive future improvements.• Understanding and meeting the needs of customers who are vulnerable and ensuring team focus is on the customer outcomes in all aspects.• Supporting a team culture that gives optimal service and helps build customer loyalty / advocacy.• Be a point of escalation to deal with any issues or complaints, using root cause analysis and team-based problem solving to arrive at solutions and improved ways of working.• Coaching and developing your team to drive forward our operational excellence agenda. We need you to have• Experience of managing people and creating high performing teams• Extensive knowledge of hVM processes and systems, including late-stage arrears activities and a clear understanding of the legal process undertaken• Supporting customers who are extremely vulnerable due to their financial circumstances• Track record of helping to successfully deliver significant change• Proactive mindset• Training and coaching at operational level• Proactive thinking and be an advocate of continuous improvement – keeping the customer at the heart• Practical knowledge Policy and the regulatory environment as applicable to Financial Services regulatory SLA’s• Experience of coaching colleagues to a high standard of quality Red Hot Rewards • Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more. • Up to five extra paid well-being days per year. • 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. • Market-leading pension. • Free private medical cover, income protection and life assurance. • Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. And there's no waiting around, you'll enjoy these benefits from day one. If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible. Say hello to Virgin Money Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider. Be yourself at Virgin Money At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.

As Head of Complaints, you will take overall responsibility for the effective management, oversight, and resolution of complaints across the firm. Oversee the end-to-end complaints handling process, ensuring compliance with FCA DISP rules and internal policies. Act as the firm's subject matter exper

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Acts as a point of escalation for complex work, complaints, and colleague concerns.

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