Medical Information Customer Experience Specialist (MICES)Location: Walton Oaks, Tadworth, Surrey (Hybrid - 2 to 3 days on-site per week)Language Requirements: EnglishEmployment Type: Full-time, 9-month contractHours: 37 hours per weekPosition Summary:The Medical Information Customer Experience Specialist (MICES) is responsible for delivering high-quality medical and technical information to healthcare professionals, patients, and caregivers in their local language. This role requires a strong focus on customer service, with a commitment to accuracy, compliance, and promptness. The MICES may also support content management and contribute to various second-line activities within the therapeutic area team.Key Responsibilities:Medical Information Customer Experience Management: * Respond to medical inquiries through various channels (phone, email, webform, live chat, postal mail) within established timelines. * Accurately document inquiries and responses in line with Standard Operating Procedures (SOPs), Work Instructions (WIs), and regulatory guidelines. * Report adverse events and product quality complaints as per regulatory requirements. * Provide information in the customer’s local language using approved Finnish-language resources. * Support therapeutic area teams with tasks such as escalation management and content creation.General Responsibilities: * Ensure consistent and high-quality service across covered countries, supporting Medical Information IDM Customer Experience Country/Cluster Leads and colleagues. * Identify and implement Continuous Improvement (CI) initiatives. * Provide training and support to team members as required. * Represent Medical Information (MI) in Pfizer Country Office (PCO) activities, including report creation, meeting attendance, and training of PCO colleagues. * Manage Country Relationship responsibilities for specific markets. * Participate in additional projects and act as a point of contact for other MI staff to ensure country-specific data is up to anizational Relationships:The MICES will report to the Medical Information IDM Customer Experience Country/Cluster Lead within the Medical Information EUCAN team, which handles medical inquiries and supports customers across the cation and Experience required: * Degree in a life science/healthcare field required; Pharmacy Degree preferred. * 1-2 years of experience in medical information or a relevant field. * Previous customer service experience is essential. * Deep understanding of regulatory and compliance issues related to medical functions. * Strong communication skills, both oral and written. * Experience with telephone systems, inquiry management systems, and medical writing. * Ability to work independently and manage multiple tasks with strict deadlines. * Strong decision-making skills and accountability. * Self-awareness and adaptability in the face of organizational change. * Occasional work on bank holidays may be required. * Flexibility to work outside of standard hours when necessary