Complaints Intake Specialist

1 week ago

Marlow, United Kingdom Impellam Group Full time

Job Summary

We are seeking a highly skilled Complaints Intake Specialist to join our team at Impellam Group. As a key member of our quality team, you will be responsible for managing the intake process of complaints through phone and email into our Complaint Intake Systems.

Key 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.
  • Initial identification of the complaint code and conducting follow-up activities for missing information.
  • Coordinate the logistics of complaint sample returns and communicate the results of the complaint investigations when requested/required.
  • Communicate and cooperate with customers and distributors involved in the reported complaints.
  • Internal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management within the organization.
  • Support more complex complaints that are escalated.
  • Serve as a Subject Matter Expert for a designated product(s) within the team when required.
  • Decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders to complete the process.
  • Partner with affiliate CQA for translation or communication support when needed.
  • 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 the relevant vigilance reports for submission to MOH.
  • Translate vigilance reports into local language for submission to MOH.

Requirements

  • 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 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.
  • Strong prioritization and time management skills.
  • Fairly good command of the English language.

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