Medicines and Healthcare products Regulatory Agency
Technical Communications Lead - £46,160-£51,666 p.a. + benefits
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Canary Wharf, London
Job Summary
We are currently looking for a Technical Communications Lead to join our Clinical Investigations and Trials Function within the Science and Research group.
This is a full-time opportunity, on a permanent basis. The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU.
Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.
We are currently implementing a flexible, hybrid way of working, with a minimum of 8 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 12 days a month, with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly. Please discuss this with the recruiting manager before accepting an appointment.
Who are we?
The Medicines and Healthcare products Regulatory Agency enhance and improve the health of millions of people every day through the effective regulation of medicines and medical devices, underpinned by science and research.
The Innovation and Compliance Group delivers public health impact, world-leading research innovation, and a unique proposition via an ambitious Science Strategy which will balance innovation against sustainability and affordability. It is divided into four sub-Groups: Innovation Accelerator and Regulatory Science, Clinical Investigations and Trials, Standards and Compliance and Innovative Devices.
The Clinical Investigations and Trials function provides efficient, pragmatic, proportionate and patient-centred advice for, and assessment of, clinical investigations into the performance and safety of medical devices and diagnostics as well as clinical trials of investigational medicinal products.
Job Description
Role Purpose
This key role will be critical in underpinning continuous support for a broad and diverse audience of external stakeholders, as part of maintaining and enhancing the reputation of the UK as a great place to conduct clinical research for medicines and devices.
As a role holder you will play an important role in shaping future improvements of standards of Clinical Trial customer service excellence across the Agency. You will be responsible for managing all enquiries on Clinical Trials and work closely with other teams to meet the Agency’s key priorities of maintaining public trust through transparency and proactive communication and putting our customers first.
Key Responsibilities And Results Areas
- Work independently to carry out review and prioritisation of enquiries and coordinate official replies in line with Agency policies and protection of public health, by working closely with the Clinical Trials and Investigations, the Communications and MHRA Customer Experience Centre teams.
- Advising on email and telephone queries related to Clinical Trials and Investigations. Assess the priority of enquiries received and liaise with specialist teams when required.
- Lead further improvements in communications with external stakeholders ensuring that excellent standards of customer service are in place and maintained, using knowledge of Clinical Trial submission documentation and regulations.
- Ensure appropriate governance, processes and procedures are in place and documented for all aspects of the service.
- Take responsibility for meeting Agency quality and deadline requirements for replies to all clinical trial related enquiries including official correspondence. Lead a review to establish current metrics and areas for improvement.
- Monitor service performance, developments and feed back to senior management about any issues and propose solutions. Be alert to campaigns or developments that may impact the team and/or increase demand.
- Support efforts for knowledge transfer activities to ensure appropriate tools and resources are in place to support team members.
- Develop good working relationships and communicate effectively with colleagues and external stakeholders.
- Participate in other ad-hoc tasks/projects as requested by managers, cross-Agency working, and provide communication support to the Clinical Trials and Clinical Investigations teams as necessary. Represent the function at some cross-Agency groups or meetings.
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Person specification
Proven experience of providing an effective front-line customer service in a large or complex organisation, coordinating and handling enquiries from a range of customer / stakeholders and resolving issues and complaints as required. Experience of working with staff outside your immediate team, with the ability to influence and lead delivery. Degree in a life science or clear demonstration of relevant experience working in the pharmaceutical industry or academia. Excellent IT skills. Strong knowledge and understanding of interpretation of Regulatory procedures surrounding Clinical trials of medicinal products and Clinical Investigations of medical devices in the UK, ideal but not essential.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service
Technical skills
We'll assess you against these technical skills during the selection process:
- Degree in a life science or clear demonstration of relevant experience working in the pharmaceutical industry or academia.
- Excellent IT skills.
Salary and benefits
Alongside your salary of £46,160, Medicines and Healthcare Products Regulatory Agency contributes £13,372 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides here.
Annual Leave: 25 days annual leave on entry, rising by one day for each completed year of service to a maximum of 30 days and pro-rata for part-time staff. PLUS 8 bank holidays
Privilege Leave: 1 day
Hours of Work: 37 hours (net) per week for full time staff in all geographical locations, including London and pro rata for part-time staff
Occupational Sick Pay (OSP): One month full pay/one month half pay on entry, rising by one month for each completed year of service to a maximum of six months full pay and six months half pay after five years’ service.
Mobility: Mobility clause in contracts allowing staff to be mobile across the Civil Service
Civil Service Pension Scheme: Please see the link for further information here
Flexible working: to ensure staff maintain a healthy work-life balance
Interest free season ticket loan or bike loan
Employee Assistance Services and access to the Civil Service Benevolent Fund
Eligibility to join Motoring, Boundless by CSMA
Variety of staff and Civil Service clubs
On-going learning and development
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance [here](opens in a new window) for more information on appropriate and inappropriate use.
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Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Technical Skills, Strengths and Experience.
Key dates (dates are indicative only and could be subject to change)
- Closing date – 30 September 2026 at 23:55
- Sifting – from 7 October 2026
- Main panel interviews – from 19 October 2026
Communications will be electronic via email therefore it is important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.
We’re committed to being diverse and inclusive, so please make your application anonymous by removing all identifying personal information (such as names and dates) from your employment history and personal statement.
What will the process look like?
Sift Stage
Those applications which are successful at pre-sift stage will then progress to the main sift, where we'll read and score the rest of your application. This may involve a large number of applications, please bear with us as this can take some time.
- Anonymised CV which sets out your career history, previous experience and skills, highlighting specific responsibilities that are relevant for this role.
- Online application form, including questions based on the Behaviour, Experience and Technical Success Profiles. Please ensure all application questions are completed in full; your application may not be considered if any responses are left blank.
The panel will look at your application and are looking for evidence of the stated points. We may raise the benchmark score required if we receive a high number of applications.
Main Panel Interview
Successful candidates from the sift stage will be invited to attend an interview. We use a blended interview technique, allowing us to find out more about you. We use the Success Profile framework and at interview we will be assessing Behaviours and Experience.
At interview, we will be asking questions relating to the following:
- Behaviours, as listed in the person specification
- Experience, as listed in the person specification
- Strengths, as listed in the person specification
Feedback will only be provided if you attend an interview.
If you require any disability related adjustments at any point during the process, please contact careers@mhra.gov.uk as soon as possible.
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. Further information on whether you are able to apply is available here.
Successful candidates must pass a disclosure and barring security check as well as animal rights and pro-life activism checks. People working with government assets must complete basic personnel security standard checks.
**Certain Roles Within The MHRA Will Require Post Holders To Have Vaccination
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