Complaints Intake Analyst

4 weeks ago

Marlow, United Kingdom Carbon60 Full time

Carbon60 are looking for German and/or Dutch speaking customer service specialist to join the team over at one of UK's leading Pharmaceutical companies


Contract specifics:

Pay rate: up to £15ph (Inside IR35, PAYE)

Duration: 12 months (potential of extension)

Location: Marlow

3 days a week in the office.

Job Title: Complaint Intake Analyst – (German and/or Dutch speaking candidates needed)


Responsibilities:

  • Complete the intake process of complaints through phone and email into the Complaint Intake Systems, including translations from local language to English when required.
  • Conduct follow-up activities for missing information, coordinate the logistics of complaint sample returns, and communicate the results of complaint investigations when requested/required.
  • Communicate and cooperate with customers and distributors involved in the reported complaints.
  • Collaborate with relevant local or global stakeholders in other departments involved with complaints management within the organization
  • Support more complex complaints that are escalated.
  • Decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders to complete the process. Alternatively, complete activities to process the replacement, credit, or warranty activities for the customer.
  • Support management with any documentation or SOP reviews when needed.
  • Partner with other departments to address queries/inquiries.
  • Support management with any projects/process improvement initiatives.
  • Support management during audits and inspections.
  • Make vigilance reporting decisions and prepare relevant vigilance reports for submission to MOH, where applicable.
  • Translate vigilance reports into local language for submission to MOH, where applicable.


Qualifications and Skills:

  • High school diploma or equivalent required. College or a 2-year Associate Degree is preferred.
  • Experience in a Quality environment or customer service support role, preferably in a healthcare setting.
  • Strong attention to detail, critical thinking, and the ability to work independently with minimal direction.
  • High-quality customer service skills.
  • Ability to express ideas clearly in both written and oral communications.
  • Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological, or device-related products.
  • Computer skills and ability to navigate through software systems.
  • A fairly good command of English.

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