Supervisor, Site Services

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

This position is based at our Research Site in Alcobendas

Responsibilities:

To prioritize day-to-day Site Services and/or CS Support responsibilities pertaining to site related issues from clinical studies. To supervise documentation of all communications through ICOLIMS system. To train client service staff on all Site Services and/or CS Support tasks. To supervise all of the above for accurate and efficient responses to client inquiries in an accurate and timely manner in accordance with Good Clinical Practices and company SOPS

• Recognize, exemplify and adhere to ICON's values which centers around our commitment to People, Clients and Performance.
• As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
• As a Supervisor, the employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
• Serve as a Specialist by working on day to day tasks alongside your team members
• Provide technical support to internal and external customers on questions or issues pertaining to Site Service/CS Support related tasks
• Investigate problems related to day to day Site Service/ CS Support tasks until resolution is complete. Document resolution of such problems, perform root cause analysis as necessary, and implement preventive actions to address future issues.
• Triage and action requests made by internal and external customers related to day to day tasks or special requests
• Escalate issues on behalf of yourself and your team to Client Support Management and/or pertinent Project Managers
• Supervise team members and prioritize day to day tasks.
• Maintain attendance records for team members.
• Provide regular input on employee performance including annual evaluation.
• Provide assistance in training of new Client Services employees, and review and update ICON's training software for team members.
• Act as liaison for intra and interdepartmental queries.
• Review and take action upon complaints from sites, CRAs and sponsors; inform Project Manager and line manager.
• Assist in the update of SOP's documents.
• Collect and evaluate day-to-day metrics on a department and team member level.
• Any other relevant tasks assigned by management.
• Prioritize workload of team members
• Supervise Site Services/CS Support team members and prioritize day-to-day tasks.
• Maintain attendance records for team members.
• Provide regular input on employee performance including annual evaluation.
• Provide assistance in training of new Client Services employees, and review and update ICON's training software for team members.
•All other duties as needed

Benefits of Working in ICON:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.